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Contact Center: The Digital Goalkeeper
Feb 08,2017
The Connected Digital Experience I've visited the United Kingdom any number of times and enjoy the culture, history, and the food. (Well, maybe not the food as much.) Recently I exposed my lack of verbal maturity in a large public forum there by usin...
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"I'll Know it When I Feel It" -A Connected Digital Experience
Aug 10,2016
One of the most successful (and maligned) songs ever recorded was 1974's "Feelings". Written and recorded by Brazilian Morris Albert, its success was offset by a number of ongoing parodies. Yet feelings are critical to how consumers evaluate the comp...
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G.U.N.T.H.E.R Care for Customer Care, Beyond Robotic
May 04,2016
Some of the most iconic characters in movies and television haven't even been human. For example, most people don't realize the name of the robot on Lost in Space was actually G.U.N.T.H.E.R, short for "General Utility Non-Theorizing Environmental Rob...
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Play It Backwards: Jimi Hendrix and Customer Experience Part III
Feb 18,2016
A mentor of mine once told me, "if you have trouble solving a problem, try innovating from the opposite direction." Jimi Hendrix clearly understood this concept well. Being left handed, he was initially confounded by the lack of available left-handed...
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Make Some New Friends: Jimi Hendrix and Customer Experience Part 2
Dec 17,2015
Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966, Keith ran into the then-obscure Hendrix playing at the Cheetah club in New York.  "He was astonishing -th...
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Are You (Customer) Experienced? Jimi Hendrix and CX
Oct 22,2015
Like most "overnight" sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series of events first turned him into a superstar in the U.K. So much ...
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Mr. Spock Meets The Contact Center
Sep 17,2015
One of the most enduring characters introduced in 1960' television vas the venerable "Mr. Spock" of Star Trek fame. Leonard Nimoy played Spock after having only modest acting success before being cast as the half-human, half-Vulcan in 1964. Among the...
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The Best Service Humanly Possible
Aug 06,2015
Sitting in traffic the other day, I tuned off my Peter Frampton Spotify channel and started to listen to New York area local AM radio. The president of a mortgage business came on in an advertisement. He ended his pitch with the tag line "I promise y...
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Should I Use Cisco Spark in my Contact Center?
Jun 23,2015
It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my team...and I'm still learning. My focus and passion at Cisco is customer-care technology. I'm always thinking about how...
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Can Your Customers Name Your Brand in Three Notes?
Jun 16,2015
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed "Hitmaker", he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis, and Louis Armstrong among many others. Included in h...
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Don't You (Forget about Employee Engagement)
Apr 30,2015
Tonight I'mheading out for a huge slice of nostalgia. I'm going to see 1980s pop group Simple Minds. No doubt there'll be much reminiscing and swaying of hands to classics like "Don't You (Forget About Me)." This year Cisco has been celebrating its ...
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"Hold Me Closer, Tony Danza" Customer Experience and Cisco Context Service
Apr 20,2015
Due to a middle school crush, I became a fan ofElton Johnduring the most prolific point in his career, releasing a series of records I still enjoy today. Always looking to impress, I'd listen to the albums again and again looking to memorize the lyri...
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