Your competitors escaped the CX death spiral. Did you?
In early 2022, customer patience with pandemic-era excuses ended. Entering the 4th quarter of 2023, CXOs have finally been able to pull themselves out of the CX death spiral. The data is clear: for companies with existing poor service scores,…
How can you verify the authenticity of a caller in CX?
For CXOs, verifying a customer is both the cornerstone and Achilles Heel of customer service. On one hand, properly identifying and verifying (ID&V) a customer is a requirement to build customer loyalty and drive new revenue. But on the other…
Discussing CX on Entrepreneur Magazine’s “Problem Solvers”
When you call customer service and enter your info, why does the agent ask for it AGAIN!? It’s one of life’s greatest mysteries and our own Eric Skeens was invited to decode this mystery on Problem Solvers by Entrepreneur Magazine…
What’s the difference between Secrets Management and Password Vaulting?
When a client asked about the difference between secrets management and password vaulting, I realized his question was a good one. Our collective history of such a simple string of characters is one of pain, agony and frustration. There’s no…
Are CX Leaders An AI Bottleneck?
New technology like AI, and sophisticated language models will drive a competitive advantage for your CX and operations, but are leaders laggards? Customer satisfaction, a measure of Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES)…
ChatGPT was breached and your IP may have been compromised
The ChatGPT breach announced by OpenAI isn’t just their problem. It should be a top concern for CISOs. If anyone in your organization has used ChatGPT, you might be impacted. Your employees are likely testing ChatGPT to aid in various…
Our own Jacob Friedman Featured on Infosec.Live!
Our own tech scout Jacob Friedman was featured on InfoSecLive’s LinkedIn livestream and on YouTube today by Simon Linstead. Info-sec.live is a cybersecurity community that was launched in June 2021. It has grown to over 4000 members and is followed…
A new tool from CISA that costs $0.00 ?
A free tool has been released by the Cybersecurity & Infrastructure Security Agency (CISA) called “Untitled Goose Tool” or Goose for short. CISA states that the free tool helps network defenders detect potentially malicious activity by assisting in data gathering…
AI to prevent call center agent burnout is backfiring.
We now know the downside of AI in call center operations. As ChatGPT changes the nature of work, AI for call center is having a surprising negative impact. The results are in. Reducing complexity and increasing efficiency has surprising side…
The cost of burnout in US companies for 2023
The cost of doing business doesn’t always show up in your P&L report. That’s why Customer Experience (CX) leaders are starting to recognize the hidden costs of doing business: like burnout costs. When a highly trained call center agent is…