Historically in customer experience, the term retail robot has been used to describe frontline employees who just went through their day and more importantly, through customer interactions robotically, reading enthusiastically from a script, interacting the minimum possible to complete the transaction, and never thinking outside the box or looking for creative solutions.  Retail Robot is […]

Storytelling is an integral part of human history and a key part of our evolution as a species. Since the earliest days of cave paintings and language, human beings have told stories. Stories have a special power, a way to make us feel that facts and data do not have. And as such, storytelling can […]

If you could guess what customers want most from AI, what would you say? If you answered “for it to be more human,” then you win the prize. (I mean, I basically gave it away in the title.) It is a bit ironic when Computer Weekly promotes the humanization of AI, but that is exactly […]

In many organizations, employee onboarding is no longer just a how-to-open-the-register process. Modern companies with people-centric cultures have learned the importance of employee onboarding, of starting new employees off on the right foot and making sure that culture and experiential values are instilled from the start. One of the most powerful cultural creation and reinforcement […]

A few years ago, I was asked to give a quote for an article to answer this question: What is your favorite customer service metric and why? When the article came out, the great majority of answers were what you would expect NPS, C-SAT, CES, but my answer was different.  I responded with one word: […]

If you read customer experience news or trade websites, the percentage of articles that are in some way related to artificial intelligence is remarkable. While I haven’t counted them–obviously–it must be over 50 percent and could be as high as 60 to 70 percent.  It’s not that AI is a new topic; it’s not. And […]

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the […]

Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination Did you know that some of your favorite products today were ideas from customers?

Empathy requires more than a shift in mindset; it requires a specific set of skills As a customer experience strategist and customer service trainer, empathy has always been a cornerstone of our approach to customer experience and service. Customer experience is difficult and is defined more than anything by human emotion. Having teams that understand […]