Here's my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends …Read More
omni-channel
Why Customer Emotion Management Matters
The century remains young and its major themes are still emerging. For me, one certainty is the interchangable world of virtual and physical …Read More
Messaging As Part Of Mobile Omni-Channel
Why You Need A Mobile Customer Service Strategy I currently begin my mobile customer service masterclass with a headline taken from the 2017 …Read More
We Are In Denial About Omnichannel Engagement Being A Done Deal
One of the masterclasses I run is on omnichannel engagement. In other words, the mix of voice, text and occasional video communications, …Read More
A National Customer Service Week Ragtime
Source: scoop.co.nz I must admit I don’t do National Customer Service Week. It’s always finished before I’ve noticed that it’s here once …Read More
What’s Your Context? Digital or Omni-channel
I'm half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new …Read More
Self Service Still Less Than 50%? Then You Are In Trouble
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
The Mojo In Great Omni-Channel Customer Service
This is the third and final post on multichannel customer service. It is part of a programme I'm running with Capita in their role as …Read More
How Many Channels Make An Omni-Channel Omelette?
This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might …Read More
Where We Are Really At In Omni-Channel
My good friend Esteban Kolsky recently said that less than 1% of US contact centres are truly omni-channel. As an ex Gartner legend, Esteban …Read More
