Shep Hyken
Member Since: 2nd Dec 2015
Columnist
Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com
My answers
Great article, Colin! I’m often surprised how often companies don’t take the time and effort to properly measure CX. After all, as you point out, how can you tell what’s working (or not) if you don’t know your numbers?
The short answer is yes. Technology is very important, however all the technology (and the money spent on technology) means nothing if the experience falls apart during the people to people interaction.