Stay on Target with Customer Experience

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On Target

Over the course of the past several months, I’ve noticed a dramatic increase in the number stories related to the benefits of improving customer and user experience (CX/UX). It’s refreshing, since Empirix has always focused on testing and monitoring from the perspective of a customer’s experience, ( top down) and because of this we can accelerate the key business objectives of our clients by assuring application and network performance in real-world conditions.

Customer Care Takeaways from Frost and Sullivan Mind Exchange

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Customer Satisfaction

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.

But That’s the Way We’ve Always Done It…

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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.