Zack Taylor

Artificial intelligence for customer center is a hot subject. One industry analyst recently shared that, starting a few months ago, more than 75% of the firm’s customer inquiries were to discuss just one topic: Using AI to improve contact centers. What are some key insights regarding contact center…

The first song to use a “fade in” to hit #1 status was the Beatles’ “Eight Days a Week” in 1965. Like several early Beatles hits, the witty Ringo Starr suggested the song title before a word was written. Paul McCartney and John Lennon ran with the idea all the way to the top of the charts. Cisco and…

Contact Center Power Chord On Thursday, April 24th, 1964, the four young Beatles walked into North London’s Abbey Road studio for a recording session. When they left that evening, the music industry was forever changed. Why? The Chord. The most famous chord in rock ‘n roll history. The Beatles were…

Walk into a party early and suddenly realize that it’s only you and Bill Gates in the room. Congratulations – on average, you are a billionaire! This logical twist underscores how averages can be misleading indicators – how using averages can lead to some poor conclusions. However, Bill Gates and yo…

The Connected Digital Experience I’ve visited the United Kingdom any number of times and enjoy the culture, history, and the food. (Well, maybe not the food as much.) Recently I exposed my lack of verbal maturity in a large public forum there by using a sports metaphor to make a point about customer…

One of the most successful (and maligned) songs ever recorded was 1974’s “Feelings”. Written and recorded by Brazilian Morris Albert, its success was offset by a number of ongoing parodies. Yet feelings are critical to how consumers evaluate the companies they interact with. Noted industry speaker M…

Some of the most iconic characters in movies and television haven’t even been human. For example, most people don’t realize the name of the robot on Lost in Space was actually G.U.N.T.H.E.R, short for “General Utility Non-Theorizing Environmental Robot.” Far from contrived movie props (apologies to…

A mentor of mine once told me, “if you have trouble solving a problem, try innovating from the opposite direction.” Jimi Hendrix clearly understood this concept well. Being left handed, he was initially confounded by the lack of available left-handed Fender Stratocaster guitars. His solution was ing…

Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966, Keith ran into the then-obscure Hendrix playing at the Cheetah club in New York.  “He was astonishing – the moods he could bring to music, his charisma, h…