Breaking the Ice Episode #32: Marketing & Dining in New York w/ Eric Lituchy
In episode #32 we break the ice with our good friend and marketing expert, Eric Lituchy. Eric is CEO & Founder of HUNTER, a NYC […]
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What Drives The Customer Experience: An Uber Story
Leaving my hotel from the ICMI Contact Center Demo in Las Vegas, I login to my Uber app and request a car to take me […]
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Breaking the Ice Episode #31: Podcasts & the Future of #Custserv w/ Jim Rembach
In episode #31 we break the ice with our friend, Jim Rembach. He’s a podcaster, contact center thought leader, and Director of Sales and Marketing at […]
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A Customer Journey Mapping Epiphany from the Restroom
This article was originally published on the FCR blog on September 25, 2017. Click here to read the original. One of the great joys (not […]
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5 Tips for Adding a New Service Channel
This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s […]
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4 Tips to Avoid the Customer Service Mistakes I Made 10 Years Ago
This article was originally published on CustomerThink as my monthly Advisor column on August 11, 2017. Click here to read the original post along with […]
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Breaking the Ice Episode #29: Famous People & Chat Support w/ Derek Homann
Episode #29 is a good one. This week we welcome guest Derek Homann. He’s Co-founder and CEO at Median, maker of support tools including a […]
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Breaking the Ice Episode #28: #Custserv Wisdom & Randomness w/ Roy Atkinson
In Episode #28 we are so pleased to break the ice with our good friend, Roy Atkinson. Roy is one of the top influencers in the […]
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My Dentist Just Took Me to Customer Experience School
This article was originally published on the FCR blog on July 22, 2017. Click here to read the original. July marked two years since moving […]
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Breaking the Ice Episode #27: Upset Customers & Things Forgotten
Thanks for checking out episode #27! We hope you’re having a wonderful Wednesday. In this episode, we lament the things we’ve forgotten and work hard […]
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