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Strategy

5 Foolproof ways to go bankrupt with Customer Experience

Customer Experience (CX) can make or break your business, and, if you don’t look at it strategically, you run a serious risk of it making more harm than good and actually breaking you. What may...
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Case Study Implementation

5 Reasons Why Live Agents Love, Not Hate, Chatbots

This was originally written during my tenure at Yellow Messenger, a cutting-edge conversational AI platform. In any organization, whenever the front-line customer support staff hear that leadership is considering chatbot technology, there’s one fear that...
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Disruptive Strategy

Cognitive AI Chatbots are enabling communication (and e-commerce) to revert back to its roots: Conversations

This was originally written during my tenure at Yellow Messenger, a cutting-edge conversational AI platform. In its 5 million years of existence on Earth, humankind has radically transformed, at an ever-increasing pace. It is generally...
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Next Practice

Everyone Deserves an AI-enabled Personal Shopping Assistant

This article was written during my tenure at Yellow Messenger, a cutting-edge conversational AI platform. Retail brands of all sizes have been working hard to make their customers feel like queens and kings. Some go...
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Case Study Next Practice

Engagement lessons from Orlando, the world’s entertainment capital

Besides from being a CX Speaker, I also publish articles such as this one on the CX Network, a leading platform for senior CX and Marketing leaders. Back in 2016, I wrote an article sharing...
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