Frans Reichardt

Oct 22, 2024 | sprinklr.com | Frans Reichardt |Annette Franz |Micah Solomon

In this article CX thought leader Frans Reichardt presents the findings from a survey on customer contact employees, revealing significant concerns over customer aggression and its link to employee burnout. It discusses the implications of aggression and offers strategies to boost employee engagement and mitigate negative impacts. The results are quite scary.

Mar 18, 2024 | sprinklr.com | Frans Reichardt

In this article, CX thought leader Frans Reichardt delves into the reasons behind AI skepticism, including fear of the unknown, change, and losing relevance. The article suggests understanding these fears and showcasing AI's fun aspects, daily-life applications, and benefits in customer service to address this skepticism. It emphasizes embracing AI's potential and adapting to its advancements.

Mar 11, 2024 | sprinklr.com | Nate Brown |Micah Solomon |Annette Franz |Frans Reichardt

Unified-CXMMake customers happier with a unified customer experience. Unified-CXMDive into the heart of contact centers, exploring the impact of Customer-Centric vs. Brand-Driven dynamics. Optimize operations for exceptional customer journeys. Unified-CXMNate Brown, CX thought leader, explores the enduring significance of Shift Left in customer service, transforming dead-end interactions into dynamic experiences for modernized support efficiency and exceptional customer satisfaction. Read more.

Feb 28, 2024 | sprinklr.com | Nate Brown |Frans Reichardt

The CX paradigm is shifting from the historical role of compensating for organizational problems to a strategic evolution. This change involves transitioning from transaction-focused actions to strategic anticipatory service, cultivating service workers as cartographers of the customer journey. This article from Nate Brown, CX thought leader, helps service leaders herald this exciting era empowered by technology and strategic thinking.

Feb 25, 2024 | sprinklr.com | TeamsCpgfinancial RetailTechnology TelecommunicationsTravel |Frans Reichardt

In this article, CX thought leader Frans Reichardt urges CX leaders to shift from crafting momentary joy-inducing customer experiences to improving fundamental processes – streamlining customer journeys, ensuring transparent communication, and prioritizing employee engagement – that truly matter in the eyes of your customers. "Very inspiring!", he wrote. A couple of months ago, I read a post on LinkedIn from someone who wrote that his daughter recently flew with Brussels Airlines.