Coffee Talk With Brohawk Featuring Matt Beckwith
I recently had the honor of joining Mark Brody on his Coffee Talk with Brohawk series. Mark is a contact center legend and president of the Austin Contact Center Alliance.
Read More"The one where Pest Control Saves Lives" - Matt Beckwith on the CX Passport podcast
I had an absolute blast being a guest on Rick Denton’s terrific podcast, “CX Passport”. We had a wonderful time discussing changes in customer service and customer experience through the years and what that looks like in the pest control and home services industry.
Read MoreFrom 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith
“Today, we have with us, Matt Beckwith, a proud “Contact Center Geek” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for one of the most successful pest management companies in the US. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.”
Read MoreLeading the Customer Experience by Brad Cleveland
This latest book from Brad Cleveland, a legend in the customer service and customer experience space, is a terrific jump into how to build, and execute on, a solid customer experience vision. Not just a high-level overview, Leading the Customer Experience lays out a comprehensive view of how to go from just caring about your customers to building a super focused customer experience strategy.
Read MoreWhat Metallica Can Teach Us About Customer Experience
Lessons on Customer Experience are all around us, if we just look for them. All of us, after all, are customers first. Metallica, the metal band that has been around since the 80s could teach us all something about Customer Experience.
Read MoreContact Center Predictions in Three Sizes →
The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look someone is touting that they know what the future holds. So, as many of us are starting to look ahead to 2019 and beyond, especially since we likely already finalized our budgets and plans for next year, I thought I would add my bold predictions.
Read MoreFrost & Sullivan Customer Contact West 2018
This year’s Customer Contact West conference was held at the Arizona Biltmore in Phoenix. I really enjoy this event every year. It’s a smaller conference, I believe around 350 attendees, but the events and content are huge! The format of the sessions are great. The Frost & Sullivan team does a great job mixing up keynotes, general sessions, interactive sessions, panels and roundtables so there are so many opportunities to learn and connect with other customer contact and customer experience leaders.
Read MoreFast Food Wars: The Battle of Social Service →
Before I begin, I want to tell you a love story. A story about how a man from Northern California fell in love with a chicken sandwich and those funny cows. Or at least, provide a little proof that it is not my intent to publicly shame the home of the best chicken sandwich in the nation.
Read MoreWhat a Dinosaur Taught Me About User Adoption
Throughout my career I've been part of many new technology implementations. An important element to nearly all of them has been successful user adoption.
Years ago, the customer service contact center at the bank where I worked implemented a new performance reporting application from Merced Systems
Read MoreYour Customers Are Already Texting You
Today was day two of PesTech3.0, a three-day conference dedicated to connecting industry leaders to discuss technology trends in pest control. So far, we've heard from some great speakers on disruptive technology, how the "internet of things" impacts our industry, mobile marketing and using mobile technologies throughout sales and servicing. We've also learned about interesting and innovative ways that pest control operators can start to deploy wearable tech.
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