Proud of my company, @premera, for taking this stand and publicly sharing our journey #blacklivesmatter
No longer can we allow the inequities that dehumanize Black Americans to persist. We must address the institutional and structural racism faced by Black Americans – as a healthcare leader, employer, entrusted community partner, and as individuals.
bit.ly/2BIMcX8
Thoughtful and full of grace ... please read the entire thread
"The 100K-250K deaths number was a very plausible estimate": a thread.
There are 18 bazillion ways to look at the COVID data coming in and we're all getting that rare chance to look behind the scientific veil and glimpse the messy nature of data gathering (1 of 13)
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Great discussion at #dotblue2019 about how to marry #AI with the human side of us to create the best #CX during our most vulnerable moments
“We’re not always rational beings. And we have to remember that, especially in healthcare.” - Premera #CX VP Steven Carleton #dotblue2019
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Cap’n Scout was deputized by our @Delta pilot to ensure our safe journey to SeaTac today. What a great crew. Thank you #deltadogs #lovedelta
@LinkedIn HELP PLEASE!!! I am locked out of my premium account.Tried to verify identity online from desktop as instructed on iPhone app. .jpg of ID will not upload. HELP!!!!!!!!
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Got CX? Give us a ring to do CC right!
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And the bad bot-like, unempathetic response from @Delta Are you really sorry? Doesn’t feel like it. Assistance? 1-apologize like you mean it, 2-compensate me for the bad experience you created that gave me no control, 3-coach Nafi not to yell at #customers #CX
Spent last year transitioning from 2 crappy experiencea @united and @AlaskaAir. Tonight @Delta descended into same category. Got to experience Nafi, Dallas supervisor, yelling at me when I asked her to match same class of service after being automatically rebooked. #fail bad #CX
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Another great event that brought together some of the most useful approaches and best practitioners of #CX #BirminghamCS
Thank you to all Sponsors, Speakers and Delegates who participated in #CEW2018 #BirminghamCS #CX #CS @Capgemini @Dimelo @ttecEMEA @eGain @StrativityGroup @therapysols @discoverAXA @AkzoNobel @GoldsmithsUoL @TribeCX @CoventryBS @383project @sirteace @customermatterz @DublinAirport
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At #birminghamcs we got to to some LEGO Serious Play #lsp Here are my customer from heaven and from hell! Can you tell which is which? #CX
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Honored to be speaking again at this great #CX event in Birmingham UK next week!
Amazing speakers & key industry experts. #CEW2018 is the Premier #CX event! Book now! bit.ly/2Cxwq0I #CS @ThomasRudelle @discoverAXA @pdorrington @ttecEMEA @Capgemini @AkzoNobel @twae @eGain @TribeCX @CoventryBS @383project @sirteace @customermatterz @StrativityGroup
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What metric are you using for your #CustomerExperience effort? 'Ultimately, your focus should be on customer feedback and less on scores ....' Don't forget to heed @btemkin's advice 'there is no such thing as a perfect metric.' bit.ly/2QInARy
'They don’t invest and hope. They clearly focus on customer emotions and not just the numbers ...' How true #CX leaders transform and win in the #CustomerExperience game bit.ly/2O4CfIp
A great explanation of the differences and synergies between #DigitalTransformation and #CustomerExperience #CX bit.ly/2xxqvDX
#CX is gathering strength in South Africa. Not surprising given the enthusiasm for it at CEW2018 in Cape Town last week. Thanks again to @kkdiaz_sa for a great Master Class. The momentum is building! #capetowncs bit.ly/2Okde8o
Tanya Phillips from @GeniiAnalytics nails the ROI of investing in improving call centre metrics and improving #CX #capetowncs
