# Experience matters


## Posts

- [Wait and Wait - Is Support  via Chat a Good Approach?](https://cxthoughts.com/2024/07/06/wait-and-wait-is-support-via-chat-a-good-approach/): More and more companies try to extend their customer support interfaces to various channels. It is no longer just customer support hotline, or email, chat is becoming another popular choice. The typical approach is to use so called ‘virtual agent’ which are typically implemented by certain machine learning / AI based solution as first contact … Continue reading ""
- [Finally, My broadband is working!](https://cxthoughts.com/2024/05/24/finally-my-broadband-is-working/): It was the day of the appointment.   Based on input received from the service appointment,  I should expected visits from two parties:  Engineer from service provider who is to provision ONR (Optical Network Router)  Contractor from optical fiber infrastructure provider to check and fix the problem. The appointment was scheduled between 11am and 1pm of … Continue reading ""
- [No Broadband Service at Home!](https://cxthoughts.com/2024/05/17/no-broadband-service-at-home/): Finally, we moved back to our old flat! After the renovation, it looks refreshed and “new”. I booked fiber service relocation service for the day after our move. I would like to get broadband service ready immediately after the move. However, it did not turn out as what I expected. The service engineer came during … Continue reading ""
- [Why the Delay?](https://cxthoughts.com/2024/05/17/why-the-delay/): Yes, this site has been quiet since last August, even my last post asking for patience. A lot has happened: will be back soon…
- [To reset and restart](https://cxthoughts.com/2023/08/01/to-reset-and-restart/): Sorry that I have not updated the contents of this site for long time…. I will come back here soon with my recent experience: subscribing a new mobile line and porting-in existing numbers change mobile line ownership and subscribe a new line Overseas purchase and shipping.. thoughts on what are to be changed with Generative … Continue reading ""
- [What happened after I terminated my home broadband (part 2)](https://cxthoughts.com/2023/01/18/what-happened-after-i-terminated-my-home-broadband-part-2/): After receiving the response from Green, I decided to wait.. But interestingly, I received another reminder from Green mentioned that they would close the case no response from me received. Since, I still hope there would be improvement in their service, I decided to reply them with my suggestion – why not stopping the bill … Continue reading ""
- [What happened after I terminated my home broadband..](https://cxthoughts.com/2023/01/10/what-happened-after-i-terminated-my-home-broadband/): I was using the home broadband service from operator Green (not its real name 🙂 ) for many years. And finally, I decided to make a change. At the day after my home broadband service contract ended. I bought modem ( as mentioned in its web site, I need to return the modem, including cables) … Continue reading ""
- [Paused and Restart](https://cxthoughts.com/2023/01/10/paused-and-restart/): A lot happened during the past a few months.  And that is why I have not come back to this space. A new year starts, a new beginning.. and I will restart here.. Take care!
- [Confused?  yes,  but why a company is trying to confuse the customers?](https://cxthoughts.com/2022/05/11/confused-yes-but-why-a-company-is-trying-to-confuse-the-customers/): Buying a mobile phone online was supposed to a simple task – compare and select different model, make payment and wait for delivery.  However, my recent experience seems to tell a different story. After  researches over Internet, I finally select a model from a top phone producing company.  And there was ongoing promotion – besides … Continue reading ""
- [Welcome to 2022!](https://cxthoughts.com/2022/01/08/welcome-to-2022/): A new year comes – Year 2022! the world is still suffering from the COVID-19.   People, no matter where they are. adjusting their ways of working and living.. and this leads to the changes of interactions between people, people and entities,  which could be government agencies,  commercial organization,  non-profit organization and more.  This change will … Continue reading ""
- [Travel during Covid-19](https://cxthoughts.com/2021/09/18/travel-during-covid-19/): It has been a while that I have not updated this site.  One major reason is that I have to travel to another place even when the COVID-19 is still ongoing and number of cases around the world are still growing. Travel is not longer the same now comparing to pre-covid-19 days.   In the next … Continue reading ""
- [Covid](https://cxthoughts.com/2021/08/09/covid/): COVID has impacted most part of the globe for more than one year.   the world is not longer the same as it was more  one and half year ago, so does how business is conducted. As the physical contact is restricted,  that impacts how customer is interacting with the businesses and how businesses are to … Continue reading ""
- [Where is my credit card points (part 2)](https://cxthoughts.com/2021/04/18/where-is-my-credit-card-points-part-2/): After waited for 2 days, I received a call the card issuer.  They agreed to reinstate my point with only 3 months life-span. Well,  that is OK, finally I could get them back. if we think about the whole process.  There are inconsistencies in their service touch points. What are goods: Their customer service staff … Continue reading ""
- [Where is my credit card points (part 1)](https://cxthoughts.com/2021/04/13/where-is-my-credit-card-points-part-1/): One feature of credit card is award points which could be used to redeem vouchers, airline points, hotel points…   and some credit cards issuers also claim that the points will never expires.. I have a few credit cards from the same issuer and  I accumulated   quite significant amount points on a few cards – my … Continue reading ""
- [Fast Food or is it really fast?](https://cxthoughts.com/2020/12/03/fast-food-or-is-it-really-fast/): I wrote a post about 5 years ago when a famous fast food chain started to change its ordering process.  I copied it at the end as reference. if you could recall,  long time back,  the counter staff took the order and collected  the food items ordered for the same customer before he or she … Continue reading ""
- [thoughts](https://cxthoughts.com/2020/12/03/thoughts/): It has been a while that I had not added new post here. Time flies..  It is approaching the end of year 2020 and a new year is coming.  Covid-19 virus changes the world – how people work, live, think…  and it will the change the world forever. Even there are good news that vaccinations … Continue reading ""
- [Problem with my monitor](https://cxthoughts.com/2020/08/29/problem-with-my-monitor/): With current COVID-19 situation,  working from home (WFH) is new normal for me.   I use a Dell monitor instead of watching the small laptop screen for more than 10 hours everyday. However, I started to notice that  the color near the edges became faded especially when dark colors were shown a few months ago.  Since … Continue reading ""
- [Where is my coffee?](https://cxthoughts.com/2020/08/29/where-is-my-coffee/): It is Saturday afternoon.  Things were moving slowly.  I just thought I need something to boost my energy.  Instead of going out, I decided to order something from Starbucks via local food delivery platform..  a bit lazy choice. The ordering went smoothly. The app is easy to use,  you can find Starbucks easily and offering … Continue reading ""
- [New Normal](https://cxthoughts.com/2020/08/06/new-normal/): it has been a while that I have not updated anything here. COVID-19 – a term that did not exist in 2019, changes the world completely: what we have been take for granted is no longer possible or at least not easy as it used to be such as enjoying an oversea trip,  watching a … Continue reading ""
- [Online ordering - challenges during the difficult time](https://cxthoughts.com/2020/03/25/online-ordering-challenges-during-the-difficult-time/): with the spread of Covid-19 virus around world, I, as many of people around, try to cut my grocery shopping trips and switch to online platforms. I believe the demands are surging drastically: certain stuffs are missing  –  mask – for sure, hand sanitizer , toilet paper (not sure why people want to buy them … Continue reading ""
- [COVID-19](https://cxthoughts.com/2020/03/15/covid-19/): A few thoughts on what is happening now..  it has probably nothing to do with CX topic. The beginning of the new decade does not seems to be good. The spread of Covid-19 virus from China to the world has been changing the lives of more and more people on earth.. precisely, on earth, where … Continue reading ""
- [Where is my parcel? (part 2)](https://cxthoughts.com/2019/12/30/where-is-my-parcel-part-2/): it was usually quite busy in December,  to rush to close tasks before year end, to celebrate holiday with family…. anyway, first, let us continue my story… finally, the shop sent my order, the delivery went well, at least according the tracking info available from Taobao app.  it reached the forwarder service provider’s warehouse in … Continue reading ""
- [Where is my parcel? (part 1)](https://cxthoughts.com/2019/12/07/where-is-my-parcel-part-1/): As the year end is approaching, discount, sales, shopping are everywhere.. Like Black Friday in America, double 11 or 11.11 (11th / Nov) is arguably the larget online sales event, and it is from China. many things on sales with great discount.. looks very attractive! But, I am not in China, and many sellers do … Continue reading ""
- [CX (Customer Experience) and UX (User Experience)](https://cxthoughts.com/2019/10/28/cx-customer-experience-and-ux-user-experience/): CX and UX are commonly used terms when we describe experience.   are they the same? they are not. typically, UX describes the users’ perception, gain, emotional feeling when they interact with certain products (either digital or not, most of the time, it refers to digital products, such as Web site, Apps on the phone….) … Continue reading ""
- [what is about this site?](https://cxthoughts.com/2019/10/15/what-is-about-this-site/): I have been wondering what I should post here… there are a few topics in my mind: my experience when I interact with a provider, it could be a shop,  mobile company, airline, …… my observation on how user experience is being delivered my thoughts on how user experience could be improved specifically on design … Continue reading ""
- [Experiences](https://cxthoughts.com/2019/10/06/experiences/): Why Experience? in Modern days, the success is usually the result of super experience the end user received. it could be something big or small, but the experience itself must address the needs of an user, It does not matter whether it is the basic needs or not.. as they are one pay… or not?  … Continue reading ""

## Pages

- [About Me](https://cxthoughts.com/about-me/): As most of engineering trained graduate 20 years ago,  I started as engineer in the fast growing IT industry.  In the early days of mobile Internet, I entered telecommunication domain.  Along the way, my area was shifted from pure technology topics to the mix of technology and human being – customer experience management (helping telecommunication … Continue reading ""
- [Resources](https://cxthoughts.com/resources/): here is a collections of various web sites, blog, pages, books about customer experience..
- [Where is my parcel? (part 1)](https://cxthoughts.com/where-is-my-parcel-part-1/): As the year end is approaching, discount, sales, shopping are everywhere.. Like Black Friday in America, double 11 or 11.11 (11th / Nov) is arguably the larget online sales event, and it is from China. many things on sales with great discount..    looks very attractive! But, I am not in China, and many sellers … Continue reading ""
- [Sample Page](https://cxthoughts.com/sample-page/): This is an example page. It’s different from a blog post because it will stay in one place and will show up in your site navigation (in most themes). Most people start with an About page that introduces them to potential site visitors. It might say something like this: Hi there! I’m a bike messenger … Continue reading ""

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