Understanding and Leveraging Google Action Links – an omni-channel approach

Interested in conversing about this? start this article as a conversation with Voicify on Google Assistant What it is Google Action Links is an exciting concept.  These links are URL’s that when clicked, direct the user to choose one of their Google Assistant connected devices to start a conversation. But more than start a conversation; it’s…

Modality is the Secret Weapon for Voice and Conversation Channels, Here’s Why

A component of conversation that is a silent influencer (unless ignored entirely, ironically bringing it to the surface) is the context of where the conversation is being had. Most people speak more softly on planes or in trains.  In movie theaters most people will lean to the ear of their movie-mate to ask a question. …

Why the new Alexa (really all) devices should challenge brand strategy

If you’ve been anywhere on social media or logged into an Amazon channel in the last week, you should be aware that Amazon had their fall unveiling of new devices. We at Voicify are perhaps a bit more interested in the new hardware than the average bear. I won’t spend inches walking through each new…

I rarely pee alone at work.

I imagine my experience is not unique. (Any)day 8AM – 60 minute call 9AM – 30 minute call

5,6,7 – Five reasons why I moved up from the 6 to the 6s and not the 7 – a road warrior fanboy disobeys

Above is the first time I have ever acknowledged I am an Apple fanboy.  People assign me the label, often to my face, often not. I’m fine with it. I try to explain I am a fanboy of quality and things working. I rarely get my point across. I run windows on my MacBook Pro, jailbroke

Lessons in Customer Experience (CX) from the Denver Blizzard of 2016

It’s been years since I have dealt with weather delays of this scale.  And, the first time I have been in any airport that officially closed. A thousand flights were cancelled. 

22 tips & tricks after 222k miles in the air

I wrote a post a while back about some travel tips I had collected as a ‘moderate’ traveler. Now, I feel I have been promoted to ‘experienced’ verging on expert.  Thought I would share a full cycle of learnings.  Some may seem remedial, but regardless they come together as a full package. And for context,…

Customer Experience (CX) is just Customer Service (duh)

I would have posted this on my other blog, SHAPING THE GAME, however it ended up becoming a bit colorful and not as prescriptive as STG editorial guidelines would like me to be. (So thanks ‘structure’ and ‘rules’ for ruining my good time).

12 months in 288 seconds

A video.

Empathy is the new black

And by black I mean the color of the souls of everyone who are glued to their device (myself included).  In order to continue the evolution in our relationship with technology, organizations will need to deeply and holistically embrace empathy as the North Star for their business models, not just their marketing.