I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more about this application on their own web page as well. http://www.ally.com/bank/online-banking/go-mobile.html Ally has won an award from Forrester for their […]
As part of the Twittersphere and the data provided via its API I was curious as to how people here across EMEA from Scandinavia down to the Cape were accessing and tweeting. So, over a few months I tracked the use and have now compiled the results. This is in no way comprehensive and there […]
http://traffic.libsyn.com/cx404/Fonolo_Improving_the_Customer_Experience.mp3 Podcast: Play in new window | Download (Duration: 20:05 — 20.5MB) Welcome to this special podcast. Why special? Well, this was actually a challenge from Xania who challenged me to a video podcast. This was actually much harder than I ever thought it might be. I made many mistakes in production as my workflow […]
Recently at work we have been having some extended discussions about the advantages of the age old “skills based routing” and how it really meets the needs of service centers. Newer technologies are coming which remove this distribution across queues to a more single queue processing (more on that in another post). I would like […]
