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  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

    by Mitchell Kramer

    Use this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application.

    Oct. 15, 2014
    All Members
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  • How Apple Pay Stacks Up

    How Well Does Apple Pay Meet Consumers’ Critical Needs?

    by Patricia Seybold

    Our preliminary report card on the Apple Pay customer experience focuses on consumers’ four customer-critical moments of truth. Apple Pay Mobile E-Wallet earns grades from B+ in security to D in ...

    Oct. 11, 2014
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  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

    by Ronni Marshak

    Bank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse.

    Oct. 1, 2014
    All Members
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  • Building an Innovation Culture

    Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting

    by Patricia Seybold

    For over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you ...

    Sep. 25, 2014
    All Members
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