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Author: Keith Kirkpatrick

Captive portals for customer experience
Keith Kirkpatrick

Improving CX Via Captive Portals

Providing Landing Pages or Portals When Visitors Connect to Wi-Fi Hotspots Creates a Data-Gathering Opportunity
Customer onboarding
Keith Kirkpatrick

Improving the Onboarding Process to Improve CX

Identify Customers Who Need Onboarding Help and Provide More Information When and Where Needed
Building a CX Team for Success
Keith Kirkpatrick

Building a CX Team for Success

Organizations Can Take Inspiration from the Structure and Roles of Winning Sports Teams
Best of breed customer experience software
Keith Kirkpatrick

Best-of-Breed versus Single Vendor Software

Both Models Offer Pros and Cons for CX System Purchasers, Who Should Weigh Several Factors Before Buying
Customer Experience Technology Guide
Keith Kirkpatrick

Demystifying the CX Technology Stack

Dash Network’s Inaugural CX Technology Guide Examines the Function and Fit of a Range of Technology Elements and Best Practices
Supporting live agents telecommunications
Keith Kirkpatrick

Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX

Amdocs Customer Engagement Solution for CSPs Benefits Both Contact Center and Retail Store Workers and Customers
Customer feedback
Keith Kirkpatrick

Enticing Customers to Provide Feedback

Efforts to Seek Customers’ Opinions Should Be Well-Timed and Clear About What Customers Can Gain
Employee advocacy for customer experience
Keith Kirkpatrick

Using Employee Advocacy to Support CX Efforts

Employees, Like Customers, Can Spread Good Word-of-Mouth, but Firms Should Create Guidelines
Customer service callbacks
Keith Kirkpatrick

Using Callbacks to Improve CX and Drive Revenue

Companies Also Can Employ the Technology to Match the Right Agent to the Right Customer Issue
Keith Kirkpatrick

Using Clear Policies to Drive Better CX

Avoid Making Rules That Confuse Customers, Create Friction, and Introduce Enmity
Customer experience noise reduction
Keith Kirkpatrick

Reducing Noise to Elevate Voice Interaction CX

Multiple Measures for Mitigating Miscommunication and Misunderstanding
Retail customer experience
Keith Kirkpatrick

Managing In-Store Ambience to Support Good CX

Environmental Factors Like Temperature, Humidity, Scent, and More Affect Shoppers and Employees
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