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Author: Keith Kirkpatrick

Consumer emotion and sentiment
Keith Kirkpatrick

Developing Deeper Emotional Connections with Customers

Case Studies from Zappos and Domino’s Pizza Show How Brands Can Go the Extra Mile to Forge Stronger Bonds
Contact center AI and automation
Keith Kirkpatrick

Helping Agents Respond to Inquiries Via Automation and AI

ASAPP’s AutoCompose Aims to Help, and Not Leave Revenue on the Table
5G wireless customer experience
Keith Kirkpatrick

Leveraging 5G to Provide Friction-Free CX

New Network Technology Delivers Greater Performance, but Also Raises the Bar on Customer Expectations
Telecommunications customer service
Keith Kirkpatrick

Is Zero-Touch the Answer for Telcos?

Customer Service Relying Completely on AI and Automation Offers Benefits, but Questions Remain
Call center automation
Keith Kirkpatrick

ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions

Automated Conversation Summaries and Analytics-Ready Data Input Can Help Agents Be More Productive
Keith Kirkpatrick

The Impact of Vocal Tones on Persuasiveness

Recent Study Could Have Implications for How to Handle CX Interactions
Retail customer experience
Keith Kirkpatrick

Declining Retail Sales Should Not Mean Abandoning CX Efforts

Tactics for Retailers to Remember as Walmart and Target Suffer from Declining Consumer Spending
boutique customer experience
Keith Kirkpatrick

Creating a Boutique Experience to Improve CX

New Techniques Around Engagement, Technology and Exclusivity Drive Loyalty and Brand Evangelism
customer experience perceptions
Keith Kirkpatrick

We Are Working – Really!

Techniques for Managing the Perception That Workers Are Not Serving Customers
Customer loyalty
Keith Kirkpatrick

Reducing Customer Effort to Improve CX and Loyalty

Creating Frictionless Interactions, Increasing Speed and Efficiency, and Eliminating Repetition Are Key to Maintaining Customer Loyalty
Senior citizen customer experience
Keith Kirkpatrick

Providing Better CX for Seniors

Strengthening Customer Experiences for the Older Generation Is a Key Opportunity, But Requires Distinctive Practices and Processes
CX and support via SMS
Keith Kirkpatrick

Improving CX and Support via SMS

Using Text Channels to Support Customers Helps Provide Context and Accelerate Response Times, Among Other Benefits
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