A proactive service strategy is based on anticipating your customers’ needs. It’s about getting there before customers consciously recognise …Read More
Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast first time and reduce customer effort.
Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.
The more we adopt self managed, digital channels which optimise our expectations for 'always there', real time delivery, we are also …Read More
The next big thing has arrived in the form of conversational commerce. Think Alexa, Amelia or Edward. Even Tacobot if you need a snack …Read More
I’ve just run my second briefing on intelligent assistance. Much happened in the few months between sessions. This time, the second half of …Read More
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann …Read More
Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is …Read More
I’ve been doing the rounds assessing the outputs of the latest two cohorts to participate in the P&Q Challenge. Zooming through the tube …Read More
I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because …Read More
I've just returned from Florida. Loved the warmth of the swimming pools. Appreciated the ubiquity of common courtesy that America still …Read More
I've come across quite a few of the brands that offer social customer service here in the UK. Some have attended my masterclass. Others are …Read More