One of the masterclasses I run is on omnichannel engagement. In other words, the mix of voice, text and occasional video communications, …Read More
Thought Leadership
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
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
The Importance of Co-ordinated CRM and Contact Centre Strategies
Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it …Read More
Trust Me! I’m A Brand
The 2017 Edelman Trust Barometer reports a downturn. So say 33,000 people from 28 countries. It makes dramatic reading. Even the executive …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
GDPR – Could Be The Best Kick Up The Backside
The General Data Protection Regulation (GDPR) hits home 25th May 2018. Lawyers and consultancies are having a field day. Many of their …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
