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Adaptive IVR Blog

Dick Bucci

Dick Bucci

Dick Bucci is a sought after analyst speaker and author with expertise on the contact center industry. His publications, market research and consulting services are leveraged by enterprises globally. Learn more about Pelorus Associates.

Recent Posts by Dick Bucci:

It’s OK to Get Personal with Your Customers

Perhaps you remember the refrain from the popular sitcom, “Cheers,” “Sometimes you wanna go where everybody knows your name.” Everyone wants to be treated as an individual.   And now big companies also are trying to make you feel like someone special.  Even McDonald’s, which owes its decades of success to conformity, is testing a create-your-taste menu.

Topics: Customer Engagement Customer Care IVR Business Case Performance Optimization Customer Experience Process Improvement Contact Center Insights Personalization