Tag Archives | Customer Experience

The Keys to Satisfied Customers. The Sufferfest’s David McQuillen

http://traffic.libsyn.com/cx404/CX404_Ep.003_-_David_McQuillen_Keys_to_Satisfied_Customers.mp3 Podcast: Play in new window | Download (Duration: 23:39 — 23.8MB) The role of customer experience design in satisfying customers CX404 was very excited to have a chance to speak to David McQuillen as he has almost 18 years in customer experience. He spent many years at Credit Suisse in Europe and more recently […]

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Queueless World

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 […]

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Will digital press kill the bookstore?

We are in the midst of the digitalization of seemingly everything. Music, magazines, airline boarding passes, e-payments are just a few areas where some for a longer period, some just recently where the traditional interaction is being slowly replaced by a digital. What will happen to the traditional methods? Will they disappear? An interview in […]

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What makes good hotel service?

I was off on a week’s holiday with the family in norther Italy near the Austrian border. This was a birthday present my wife had wished for. So, what better way to spend your birthday than to head off for a week to a wonderful place you have never been before? I can’t think of […]

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