CX: The Human-to-Human Interface. Hacking the Matrix.
CX: The Human-to-Human Interface. Hacking the Matrix. Most organizations are trapped in a simulation…
An unresolved complaint ends up on the Internet
An unresolved complaint ends up on the Internet There is a new trend that shows that those customers…
Facebook Code
By means of the semio-statistics analysis of 122,000 words used by young people aged 15 to 21 on Fac…
In tough times empathy is good
Face-to-face, telephone, and social media customer service staff today face the challenge to deal wi…
THE NPS ISN´T MAGIC!!
THE NPS ISN´T MAGIC!!! The NPS is a powerful tool for CX but implementing it does not guarantee its …
Heroes, victims, or villains?
Heroes, victims, or villains? Customer service staff in branches today, heroes, victims, or villains…