Jeffrey Daigle is an expert on contact center operations, customer experience, channel design, operations, digital engagement, and journey mapping. For Jeffrey, all channels can serve to delight the customer, transform behavior, and result in positive outcomes for both the customer and the organization. When he isn't evangelizing customer experience, working on a consulting project, or writing an article, Jeffrey can be found dissecting the latest technology. He holds a BAS in communication and French from the University of Colorado and is a Certified Customer Experience Professional (CCXP).
Content by This Author
How should you prepare for the impacts of coronavirus on your call center, your credit and collections policies, and your external communications? You’re used to helping people prepare for disasters, and you’ve seen customer satisfaction improve. Coronavirus is no different. You need to have a plan.
Contact channels that weren't common a few years ago (such as chat) are now mainstream and necessary to deliver a positive customer experience. With so many new opportunities for connecting with customers, you need a clearly articulated strategy to prioritize your customer contact dollars.
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We'll continue to make updates, and we encourage you to send us your definitions. We're all better off when we're speaking the same language!
Journey mapping is one of the most powerful tools in the customer-experience realm, but other departments can benefit from this tool. Join E Source as we explore how journey mapping can improve your emerging technology evaluation process.
Journey mapping is one of the best tools within the customer experience realm, and it offers benefits to other organizations within the utility. Join E Source as we explore a demand-response journey from the customer's perspective and identify areas to improve.