The more we adopt self managed, digital channels which optimise our expectations for 'always there', real time delivery, we are also …Read More
Thought Leadership
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
Are You Circling The Digital Plughole?
There is a strong gravitational pull that now drags all sectors towards what some of the Beyond Silo team call the ‘digital …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
Scene Setting For Customer Hubs
Organisational design has pretty much following the same paradigm since Frederick Taylor introduced so called scientific management early in …Read More
Service Innovation: How To Kickstart it
It’s a truism that we live in a world of change. Within customer service there is a never ending conveyor belt of new things to digest. For …Read More
Wouldn’t It Be Great If My Organisation Worked Properly!
I wonder how many people feel frustrated with trying to make things happen as intended. I’m not talking about small, buzzy fintechs who …Read More
Intelligent Assistants – Your Breakthrough Self Service Strategy
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann …Read More
Got These On Your 2016-2019 Service Roadmap?
Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is …Read More
Why Trust Is Phase One In Contact Centre Transformations
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
