by Annette Franz | Dec 8, 2021 | artificial intelligence, automation, contact center, customer experience, customer service, employee experience, Uncategorized
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane, repetitive tasks, it takes them away from what’s...
by Annette Franz | Feb 17, 2021 | automation, customer effort, customer experience, employee effort, employee experience, employee productivity, Uncategorized
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is...
![Customer [insert term here]: What Do They All Mean?](https://cx-journey.com/wp-content/uploads/2021/01/business-5779840_640.jpg)
by Annette Franz | Jan 27, 2021 | account management, automation, customer experience, customer improvement, customer service, customer success, technology, Uncategorized
Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size,...
