Empirix recently joined other industry thought leaders at the Frost and Sullivan Mind Exchange summit in Orlando, FL. Over the course of the 4-day event, many of the core tenets of customer care were discussed and reinforced. The event provided a great opportunity for all attendees to share some of the challenges encountered when trying to create, deliver and optimize an impactful customer experience. Below are some of my key takeaways from the keynote sessions.
Have you ever heard that phrase muttered in response to the question, “Why are we doing it this way?” If so, you are probably not alone. In fact, you may have even heard the “Five Monkeys and a Ladder” story, loosely based on social experiments with monkeys, that is used to emphasize the need to question the status quo and embrace new processes rather than holding tightly to existing ones just because they have always been there.