Customer Connect Blog
Rethinking customer support in a connected world
How Important is Customer Effort for Your Brand?

A few weeks ago, I co-presented a webinar (“Is Customer Effort Score the new NPS?“) with the most excellent John Ragsdale of TSIA on the role of customer effort in today’s technology brands and services organizations. The webinar gathered a lot of attention in terms of both attendance and ensuing conversations after the event. So, […]

Why What we’ve Always Done won’t Work Anymore: The Special Challenge of Launching Products for the IoT

Like a car with an engine too powerful for its frame, much of today’s Internet of Things technology seems to be outstripping our capacity to use it effectively. Even at this early stage, predictions of continuing double-digit expansion in adoption of new connected devices are showing signs of being wildly optimistic: The enthusiasm shown by […]

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