Skip to content
  • Language
    • Deutsch
    • English/IN
    • English/UK
    • English/US
    • Spanish
    • Portuguese
Skip to content
  • Language
    • Deutsch
    • English/IN
    • English/UK
    • English/US
    • Spanish
    • Portuguese
Aspect.com
avatar

Maddy Hubbard

Why You Have to Measure CSAT and How to do it Right

Customer Analytics, Customer Experience, Customer Service | August 21, 2018 Maddy Hubbard

Once a popular buzzword, customer satisfaction has become a standard in defining business operations and one that requires measurement and adjustment of platforms and processes.  In fact, not measuring customer satisfaction to identify and implement improvement opportunities is akin to throwing away revenue.

The tendency for …

Continue Reading »

Are You Mapping Customer Journey?

Customer Experience | August 6, 2018 Maddy Hubbard

Most businesses – at least those that are serious about being competitive – have made the customer experience a key priority.  Many are taking the concept of unified communications to the next level, integrating it into the customer engagement workflow to create a unified customer …

Continue Reading »

Making Your Entire Organization Part of the Unified Customer Experience

Customer Experience, English/US | July 27, 2018 Maddy Hubbard

Customer experience has, for decades, been the domain of the customer service reps tasked with resolving customer problems when they dial into a call center.  That’s changing, though.  The modern contact center is still the leader in a mission to deliver a positive customer experience, …

Continue Reading »

Chatbots: Creating a Better Experience? It’s a Piece of Cake

Customer Service, English/US, Innovations/Technology | June 1, 2018 Maddy Hubbard

Last week, a popular grocery store in the southeastern United States made national news over a cake order.  A proud mother used the online ordering system to request a custom cake. The cake was supposed to read: “Congrats Jacob! Summa Cum Laude class of 2018.” …

Continue Reading »

Meeting the Expectations of the Next Generation of Employees

Customer Experience | May 29, 2018 Maddy Hubbard

This week, my daughter is graduating. As her “full-time job” of attending high school comes to an end, she’s planning the next chapter of her life.  She has been working part-time for the last several months as a sous chef at a trendy café. Over …

Continue Reading »

Improve Your IVR, Improve the Customer Experience

Customer Care, English/US, IVR, Travel | April 17, 2018 Maddy Hubbard

I’m lucky enough to live in a warm part of the country.  Thanks to a certain mouse, it’s a convention and meeting mecca.  This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. A …

Continue Reading »

The Facebook Predicament: Investment Protection, Thanks to Aspect

English/US, Mobile, Self-Service | April 4, 2018 Maddy Hubbard

Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook.  Meanwhile, Facebook put a temporary pause on its app review process for new Messenger chatbots.  Which means developers are currently unable to …

Continue Reading »

The State of Chatbots

Customer Experience, English/US, Self-Service | March 6, 2018 Maddy Hubbard

Confession: I don’t like to talk on the phone.  I’m not alone.  In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years.

Picking up the phone started to wind down for …

Continue Reading »

Chatbots > Robots?  Spoiler: Yes

Customer Experience, English/US, ITR/Chatbots | February 9, 2018 Maddy Hubbard

I recently read a news story about Fabio.  No, not the Fabio famous for steamy romance novel covers and more recently hustling imitation butter.  This Fabio is a robot who was recently fired from a grocery store for failing to assist customers.

Fabio was unable to …

Continue Reading »

Report: Contact Center Challenges & Priorities for 2018

Agent Experience, Contact Center Industries, English/US | January 30, 2018 Maddy Hubbard

When I was in high school, a fellow student was bragging about teaching herself to juggle.  She was explaining to a group of people how difficult it was and how not a lot of people can do it. I listened intently while wondering to myself …

Continue Reading »

Posts navigation

Older posts
Newer posts

Follow Aspect:

SUBSCRIBE NOW!
Browse Categories
  • Agent Experience
  • Archive
  • Back Office
  • Contact Center Industries
    • Education
    • Financial
    • Government
    • Healthcare
    • Retail
    • Telecom
    • Travel
  • Customer Care
  • Customer Experience
    • Customer Service
    • Omni-Channel
    • Proactive Engagement
    • Social Customer Care
  • Deutsch
  • Engagement Analytics
  • English/IN
  • English/UK
  • English/US
  • Innovations/Technology
    • Cloud
    • Contact Center Software
  • Mobile
    • Messaging Apps
    • SMS
  • Portuguese
  • Product Updates
    • Aspect Via
  • Self-Service
    • ITR/Chatbots
    • IVR
  • Spanish
  • Uncategorized
  • Women in Tech
  • Workforce Optimization
    • Coaching and Training
    • Customer Analytics
    • Performance Management
    • Quality Management
    • Workforce Management

Visit Aspect’s Resource Library!

Find case studies, white papers, reports, and more resources relevant to your industry.

Aspect Blogs Browse Titles

Email Subscription Center

Receive timely and valuable communications from Aspect tailored specifically to your interests.

Aspect Blogs Subscribe

Information Collection and Use





Privacy Policy




Cookie Policy  

Avatars by Sterling Adventures

Aspect Blogs | Aspect.com