by Christopher S Penn | Oct 30, 2019 | Customer Experience, Customer Service, Marketing
I had the opportunity to attend Comcast’s CX Technology Day at the invitation of Jay Baer and the team at Convince and Convert. CX Day is Comcast’s highlighting of what they’re working and some of the challenges they’ve overcome to improve...
by Christopher S Penn | Sep 30, 2019 | Client Service, Customer Experience, Customer Service, Management, Marketing
Amber asks, “How do you prepare for client meetings/calls when presenting deliverables? I tend to write down everything that I want to say as my thoughts get murky and I tend to stumble over my words. Is that juvenile? What is the best way to prepare?” A...
by Christopher S Penn | Jul 22, 2019 | Design, Customer Experience, Marketing, Strategy, User Experience
Cristina asks, “Thank you providing an overview (in layman’s terms) of IBM’s free Cognitive classes which I stumbled across on their website during my job search. Would these classes be helpful to an aspiring UX designer?” UX design itself is...
by Christopher S Penn | Jun 18, 2019 | Customer Data Platform, Customer Experience, Data, Marketing, Marketing Technology
Deborah asks, “Are you using or scoping out a Customer Data Platform (CDP) with the intent to implement personalization? Which tools?” Customer Data Platforms – CDPs – are something of a symptom of bad data management and governance at a...
by Christopher S Penn | Jun 4, 2019 | Artificial Intelligence, AI, Customer Experience, Customer Service, Machine Learning, Marketing, Marketing Technology
Amy asks, “How can we use AI to improve customer service? What are some ways to practically implement it?” Customer service is everything from the purchase onwards in the customer journey, and companies are faced with dual mandates: make service better,...
by Christopher S Penn | Nov 30, 2018 | Brand, Customer Experience, Customer Service, Marketing, Strategy
Ava asks, “How can a local reseller market effectively against entrenched brands and big box stores?” Local resellers – like plumbing supply, home decor, electronics, appliance showrooms, etc. – fit in the category of value-added reseller. The...