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Endurance in Sport and at the Office
I just wanted to share my tremendous sense of accomplishment at completing the Ironman 70.3 Tiberius Triathlon recently. Held in and around the Sea of Galilee, it was the first time an Ironman took place in Israel, which was very

8 Ways to Hit the X in CX FACE-TO-FACE
Do you want to Improve Customer Experience?! Do you want to Improve Revenues?! Of course the answer is an emphatic “YES!!!” The solution is simpler and more affordable than you think! In an age when every call and click is

Companies Routinely Snub Valued Customers
Listen-up! Your recording says “Your call is important to us,” and then you make me hold for 1 hour of my precious time…but never answer. I have important complaints, ideas and compliments, but can’t get through to you without getting

Reveal Compares Customer Feedback to Pomegranate Seeds
On the day before the Jewish New Year, Reveal sent a holiday greeting comparing pomegranate seeds to the “sweet, juicy insights your customers share” with your business…saying you just need to know how to squeeze them to get the juice

CX Guru’s Webinar Distills: How AI Impacts Face-to-Face Customer Experience
Robert M. Keay hosted a recent webinar focused on the “Golden Zone”, where customers and businesses meet to generate loyalty and revenues– critical to catching up on pandemic losses – and the technological advances fueling improvements in F2F engagements.

Measuring Super Experience at the Supermarket
Supermarkets, like other retailers, benefit by evaluating customer experience (CX). Here, margins may be small, but 1 cartful x 52 weeks = big annual revenues! Here are 3 ways supermarkets can evaluate CX with one robust, but simple customer experience

How Employers Can Help Employees Address Deep-Seated Biases
The trial of Derek Chauvin for George Floyd’s death reminds us: individual biases may have serious consequences for Employers and Employees. Harboring Biases is Bad Business Employers do their best to establish policies that reduce the chances of illegal

Insurance Industry
Pandemic Recovery Advice is ‘Reveal-ing’
The Insurance Industry can reposition by incorporating new digital technologies and improving customer experience. Here are a few tips. The Pandemic and Financial Pandemonium Consider for a moment that you are the Chief Revenue Officer of a leading Insurance Agency,

Shopping Undercover: Increasing the Value of Mystery Shoppers
Their mission is to report their “objective” findings as precisely as possible, with the job demanding excellent communication skills, discretion…and memory. “Her Name is on the Tip of My Tongue…” Mystery Shoppers are sent undercover to service businesses with a

Transitions are Ideal for Employing Reveal
Now, organizations can automatically, using AI, gain deeper insights from F2F interactions to assist in transitions – whether welcoming a new acquisition, new staff or a new promotional campaign. As the United States swears-in a new President, the timing is

Breakthrough: Face-to-Face Analytics
“This Call is Being Recorded for Quality Control Purposes. But Don’t Expect Quality Control When You Visit our Stores…” Have you ever stopped to ask why call center calls are recorded “for quality control purposes”? Today, after customers log into

Missing Revenue Generation Intelligence…And it’s Right in Front of You
“Do you really see me when I visit your business? Why aren’t you listening?” You record and analyze your customer interactions on calls and online – including video, page visits, chats, bots and social media. But when your customer puts

Financial Sector’s No-Action Position = Vulnerability during COVID-19
Social distancing challenges your institution to know your customer (KYC) face-to-face. The good news is your bank, financial advisory or brokerage will not be fined by the authorities if you don’t record calls between your agents and customers, because your