Over the last decade, self service never really caught on in the way some had hoped. The IVR variety could work after a fashion with …Read More
Customer Service
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.
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
Scene Setting On Chatbots For Self Service
Much has already been written about chatbots, AI, machine learning and the impact all this is going to have on organisational life, jobs and …Read More
Exploring Intelligent Assistance for Transforming Self Service Adoption
Last week of September saw a series of discussions held in a recently refurbished County Hall overlooking the Thames. CX Company hosted a …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
Intelligent Assistants & Bots – The Dan Miller Interview
If you are in the process of investing in some form of intelligent assistance for sales, marketing or service reasons, then this is worth …Read More
2017 Priorities: Upgrading Your Proactive Service Strategy
A proactive service strategy is based on anticipating your customers’ needs. It’s about getting there before customers consciously recognise …Read More
How To Balance Digital and Human Customer Support
The more we adopt self managed, digital channels which optimise our expectations for 'always there', real time delivery, we are also …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
Conversational Self Service Is Shaking Things Up
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
