Customer Experience Experts
Joined January 2010
- Tweets 165
- Following 113
- Followers 67
- Likes 104
67 Photos and videos
Jun 8
The biggest failure in a new CX implementation isn’t the software. It’s the process mapping. 🗺️
Throwing new tech at a broken process just gives you a broken process that runs faster.
Great tech enables a great process. It doesn't replace the need for one. 💡
#CX #Covington
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Jun 5
It’s 4:00 PM on a Friday. Do your contact center agents have the energy for one more complex call? 📉
It’s rarely volume that causes burnout—it’s system friction. Good architecture protects the people solving the problems.
#CX #ContactCenter #Covington #EmployeeExperience
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Jun 3
80% of employees say AI has already improved the quality of their work.
Negative press about AI stealing jobs can take the front page. But when used correctly, AI is a powerful tool that can and should be used to enhance our workforce in the CX space.
#CX #AI #ContactCenter
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May 21
Outbound messaging shouldn’t feel like spam.
Bridging Shopify and Sinch with Covington's integrations turns generic blasts into personalized, intent-driven alerts that drive real revenue.
Stop blasting. Start connecting.
#CX #ContactCenter #Shopify #SinchPartner
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May 19
The "Press 1 for Support" IVR menu is broken. 📞
Modern CX demands natural language voice routing. When integrated into an ecosystem like Sinch Contact Pro, customer intent passes directly to the live agent.
Start with resolution, not repetition.
#CX #IVR #CovingtonCreative
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May 11
Without context, every customer interaction is a blind date. Agents start from zero, and customers get exhausted.
Context provides the who, what, when, and why before the customer even speaks.
Stop interrogating. Start resolving.
#CX #ContactCenter #CovingtonCreative
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May 6
Averages are masters of disguise. 📊
A 2-min Average Speed of Answer looks great, but it hides the callers who waited 45 mins.
Unifying ops with Covington Creative & Sinch gives you granular data to fix root causes.
Averages summarize today. Outliers fix tomorrow. #CX
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Apr 30
It's month-end. Are your operations managers analyzing data, or just trying to find it? 📊
Siloed systems turn reporting into an endless hunt for CSVs. Unifying contact center data creates a single source of truth.
Data should empower, not exhaust. #CX #ContactCenter
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Apr 27
The best way to handle a Monday morning queue? Solve the customer's problem before they even dial.
#ProactiveSupport #CXStrategy #ContactCenter #TechStack #SinchPartner
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Apr 17
Just because you offer phone, email & chat doesn't mean you're omnichannel.
If a customer emails Tuesday & calls Friday, but the agent knows nothing about the email? That’s just a multichannel setup in silos.
Enjoy the weekend!
#CXStrategy #Omnichannel #ContactCenter #CX
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Apr 13
Is your tech stack bending, or breaking?
Legacy systems lag and drop calls under pressure, driving up AHT and agent burnout. Scale dynamically and Monday-proof your CX with Sinch Contact Pro. 👇
🔗 zurl.co/0x0vV
#ContactCenter #CXStrategy #TechStack #CloudCX
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Apr 10
The foundation of modern CX isn't a polished interface—it’s data architecture. 📊
Advanced routing, personalization, and AI are only as smart as the data feeding them.
Clean data > Flashy tools.
#CX #DataIntegration #CXStrategy #TechInfrastructure #CovingtonCreative
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Apr 7
Q1 reports are in. Do your #CX metrics tell a story of growth or friction?
High AHT and slipping CSAT aren't usually agent training issues—they’re infrastructure issues.
Stop fighting Q1 battles. 👇
🔗 zurl.co/jPgEN
#Q1Review #CXStrategy #ContactCenter
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Apr 1
🚨 BIG NEWS: Introducing our latest product, the Infinite IVR Maze 3000™! 🚨
It asks for your 16-digit account #, puts you on hold for 45 mins, disconnects, then asks again! 🎉
#AprilFools #CX #CustomerExperience #TechHumor
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Mar 30
Q2 starts Wednesday. Are you bringing Q1’s CX friction with you? 🤔
Future-proof your contact center today. 👇
🔗 zurl.co/1h4VG
#CXStrategy #ContactCenter #DigitalTransformation #CovingtonCreative #CX
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Mar 25
CX isn't a cost center. It’s a revenue engine. 🚀
According to Zendesk, 3 in 4 consumers will spend MORE with brands that provide a great customer experience.
Remove friction. Build trust.
#CX #CustomerExperience #BusinessGrowth #ROI #CovingtonCreative
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Mar 23
Your customers don’t care about 'channels.' They just want an answer. 🗣️
❌ Multi-channel = 5 separate silos. Customers are forced to repeat themselves.
✅ Omnichannel = 1 fluid conversation across voice, WhatsApp, and web chat. Context never breaks.
#Omnichannel #CXStrategy
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Mar 20
Migrating Sinch Contact Pro to the cloud unlocks massive advantages:
📈 Agility: Scale agent seats up or down instantly
💰 Cost Efficiency: Ditch the heavy server maintenance
🛡️ Reliability: Gain built-in disaster recovery and seamless, automatic updates.
#CloudMigration #CX
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Mar 11
The most expensive customer feedback? Silence.
Standard CX metrics often miss "Silent Churn"—the customers who encounter high friction in your IVR or self-service and quietly leave without ever complaining.
#CX #SilentChurn #Data #Covington #ContactCenter
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Mar 6
We’re kicking off a 5-week series on how @wearesinch Contact Pro is transforming CX. First up: Utilities! 🚰💡
✅ Proactive outage alerts
✅ Automated meter readings
✅ Frictionless collections
✅ Deep CRM integration
👀 Stay tuned: Logistics drops next Friday!
#Utilities #CX
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