Why tech help is a no-go area for AI
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech crisis? Pretend it’s not happening?…
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech crisis? Pretend it’s not happening?…
Locating your contact centres offshore means being very clear about what they’re good at – but doesn’t mean ignoring soft skills Right in the middle of a day of technical…
Time taken to establish a rapport with customers is not wasted I don’t think the best way to celebrate the National Health Service’s 70th birthday is by having an extended…
UK rail companies have come in for a battering recently – and rightly so: their performance has been devastatingly bad. Last Wednesday alone Anne Widdecombe made some pointed comments in…
CX can bring massive benefits but BEWARE – don’t follow the herd Everyone knows something about Customer Experience (CX) – at least the most well-publicised concepts. Whilst many companies have…
Use Gamification to accelerate innovation and creativity – Customer Experience needs it! I will always remember the words of a stressed CEO of a highly successful customer of ours. “I…
We identify five actions to get on the road to customer-centricity Customer Experience (CX) is apparently stalling around the world. The concern started with Forrester’s annual US Customer Experience Index…
Put your energy into CX not high prices HEROES: Kansas shop staff track down $1m lottery winner I loved this story from the USA. Shop staff at Pit Stop convenience…
The Next Ten Years looks at what's happening in customer success and related fields Design Thinking Is Improving Customer Experience and Getting Results for Brands It’s also positively affecting creativity and…
You may get insight but don’t expect to innovate How are you getting insight on your customers that is deeper than your competitors? How well is it working? Are these…