Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience … Continue reading Strategy for a Global Support Experience: Team Meeting Summary
Tag: customer experience
As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products? Let’s take a look at … Continue reading Cloud vs On-Premise Products: Support Implications
Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013. How … Continue reading Predictive Customer Engagement: Team Meeting Summary
Two minute video summary: The 2014 Annual Member Summit took place March 17-19 at the Rancho Bernardo Inn in San Diego, California. Greg Oxton kicked off the meeting with an … Continue reading 2014 Member Summit: Video Summary
Three minute video summary: Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Our working definition of Service … Continue reading Customer Success Initiative: Team Meeting Summary
We're thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! Transforming the Customer Experience This follows up nicely on their case study from last … Continue reading New Case Study: Transforming the Customer Experience at Avaya
A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents … Continue reading Mapping the Customer Experience Journey