I’m a GenX person from a small town in Northern Wisconsin. Growing up, we didn’t have many options for shopping, other than a few local retailers. Our closest mall was over an hour away. Anytime we needed clothes, toys, or just about anything for that matter, we pulled out one...
Read moreUnderstanding Voice Routing | Routing & Authorization
In the previous post we covered the Dialing Behaviors of our outbound call to 952–555–1111. In this post we will continue that investigation and focus on the Routing & Authorization of the call. Make sure to read part one of this post for full details. Investigating Dialing – Dialing Behaviors Investigating...
Read moreConcierge Service driven by Customer Experience Optimization
Have you ever used the hotel concierge to help you do something exciting in a city you’re unfamiliar with? I’ve had them be the primary contributor to some very memorable experiences. It’s not an easy job to know your city and people well enough to deliver a great experience regularly...
Read moreUnderstanding Lync Discover and It’s Problems
So if you have been following the progression of Lync Server 2013 it is well documented that the client now uses lyncdiscover and lyncdiscoverinternal.sipdomain.com as it’s first registration lookup method. This is a fundamental shift from Lync Server 2010 which uses SRV records first. If you haven’t seen the full...
Read more“Big” or “Little” – Data Should Influence Customer Experience
Raise your hand if you believe the concept of “big data” is new (hint… don’t raise your hand you’ll look silly). Raise your hand if your organization is paralyzed by the concept of “big data” and how to leverage its value. Keep your hand up if your organization is struggling...
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