Robert Schumacher

Robert Schumacher

robert.schumacher@gfk.com

My blog posts

ROI and UX: the ‘piñata effect’

September 28, 2015

Let’s start by stating the obvious: no organization sets out to create a bad user experience (UX). Yet, poor user experiences frequently happen. Enter the Piñata Effect. As many of us know about piñatas, they are filled with candy – and everyone wants the candy. Each boy or girl is …

Read more

6 Things To Do Now in Contact Centers

November 11, 2010

This article is re-posted from User Centric’s blog. Having spent a lot of time observing people interact with software in contact centers, we have watched them do “back flips” and “pretzel moves” to accomplish what should be straightforward tasks.  During an average phone call, agents must …

Read more