I recently attend the Consero Customer Experience Forum in Miami, FL and had a chance to speak with Peter Leppik, the president and CEO of Vocalabs, a company that applies the scientific principles of data collection and analysis to the problem of improving customer service. Vocalabs shared a white paper which recaps its view of the customer service survey maturity model, and I have highlighted some of the key concepts in today‚Äôs blog post. I like the maturity concept, because before you can improve the end to end customer experience, you need to understand the current state. In order to understand the current state youRead More →