SWOT-ing Your CX
SWOT is an acronym: Strengths, Weaknesses, Opportunities, and Threats.
It is a decision making tool, pioneered in the 1960’s to examine strategic planning for companies. However, the same principals can be used to evaluate your CX.
The process is straightforward. You define your goal, and then identify the factors that will impact your goal. You identify the factors by asking questions for each of the four areas. This process reveals helpful and harmful factors from internal and external sources.
Strengths are the capabilities and resources in your company that enable you to create a great CX. Ask yourself, what advantages or features does your product or service have? What can do you do better than anyone else? How do you address customer issues? What do your customers perceive as your strengths?
Weaknesses are the gaps in in your CX. READ MORE
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Ford Plans to Install Apple CarPlay, Android Auto in Entire 2017 Lineup
Ford Motor Co. will offer Apple CarPlay and Android Auto smartphone connectivity on its full lineup of 2017 vehicles, marking the fastest rollout of the technology so far by an automaker in the U.S.
Competitors have been introducing the popular features a few nameplates at a time over several years, but Ford, which offered no 2016 models with Apple or Android integration, is doing it all at once.
By the end of this year, all Ford and Lincoln vehicles will have the features built into Sync 3, which is replacing the sometimes-balky MyFord Touch system.
How $600 In Auto Safety Features Could Save Up To $202 Billion In Crash Costs
Key to the auto industry’s rush to perfect self-driving car technology is the promise that the arrival of these vehicles will usher in an era of accident-free motoring and make crashes a rarity, if not an eventual impossibility.
This initiative has hit a speed bump since news broke of a fatal crash involving a Tesla Model S driver in Florida who was using the company’s Autopilot system and two other accidents involving Teslas equipped with the semi-autonomous driving feature.
Nevertheless, researchers at Carnegie Mellon University say widespread adoption of some of the building-block technologies needed for fully autonomous vehicles, short of the artificial intelligence, steering controls and advanced sensors they also use, can meaningfully and affordably reduce collisions and road fatalities.
Donlen Contact Center Earns Outstanding Customer Support Performance Recognition
Donlen announced today that its Maintenance Contact Center has earned the Outstanding Customer Support Performance recognition award from the Fraser Group for achieving scores seldom attained by customer engagement centers.
To achieve this recognition, contact center employees must receive a performance score above 90-percent in areas such as listening, questioning, confirmation, professionalism and closing.
