Customer Experience

I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. My favourites were Joana Van Den Brink-Quintanilha from Forrester and Stewart Bromley, from Atom Bank. Both spoke eloquently about the use of emotion in customer experience design. Things are undoubtedly moving on. For instance being an app only interface,…Read More

Listening to The Customer

Customer Listening is at the centre of this series of posts. To date, I ‘ve covered the role of listening in session one. Links between personal and corporate listening in session two. Then there was a detailed definition of Customer Listening in session three. Most recently I covered the difference between hearing and listening in…Read More

Improving Customer Service

Doesn’t it makes you wonder what the balance between live assistance and self service will look like one, three and five years from now? Right now I’m prepared to bet that emotional or complex topics remain exclusively in the care of human assistants. But the rest is all opportunity for Intelligent Assistants.