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Radically Personal Episode 1: JetBlue Service Brings Humanity Back To Air Travel

Frankie Littleford has, as she puts it, “jet fuel in her blood.” An airline industry veteran and co-founder of JetBlue Airways, Frankie was the force behind the airline’s customer service mission to “bring humanity back to air travel.” I’m thrilled to welcome Frankie as my first...


Blog Entry
Personalizing the Insurance Consumer Journey with a 360-Degree View

It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. But many of today’s organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. The insurance industry ...


Blog Entry
Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur

“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. Efficiency is important, but quality is what all Shouqi staff pursue. I hope we are ready to offer warm...


Blog Entry
Breaking the Mold with Customer Experience Innovation Labs

Walmart has one, so does Wells Fargo, Verizon and the Mayo Clinic. Innovation labs (or 'hubs') are being adopted by companies across industries, and for good reason. In a marketplace that is rapidly changing, organizations need to stay ahead of the curve if they want to thrive, let alone survive...


Blog Entry
JetBlue to Take Customer-Service Tech to the Skies

After Gladly software shaved time from customer-service calls, the airline plans to roll it out to in-flight crew [The excerpt below originally appeared on the Wall Street Journal ] JetBlue Airways Corp.’s partnership with startup Gladly Inc. has shaved time from its customer...


Blog Entry
Conversations with Clients: Gladys Labradores, Conduent Philippines

This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores, regional director for Conduent, in Manila, Philippines. Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies....