There’s an adage in the Process Engineering world that one should never automate a bad process.  I have friends who are in the automation business, and there are actually a lot of companies out there who are leveraging new technologies to streamline their operations.  But the philosophy stands:  If you’re automating, you’re wasting time and [...]

It was a long time ago that I first wrote about the difference between CS and CX.  Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift).  Yes, they’re all actually different among each other, so shouldn’t always be lumped in [...]