Humans and AI Must Work Together to Defeat Bad Customer Service
Without giving anything away, Game of Thrones is about a bunch of humans fighting each other for power while a much bigger threat (the White Walkers) looms on the horizon. While not quite as dramatic, there are similar battles going on between humans and technology right now, often losing sight of the fact that we have common enemies to fight.
- 03/05/2019
- 5
Five Ways for B2C Companies to Scientifically Engineer Revenue
Two years ago, Facebook announced that companies can send consumers automated chatbot promotions through Messenger within 24 hours of a customer-initiated interaction. Companies should be cautious however, and make sure they understand the consumer's intent to ensure that they engage that person with the right message in the right moment. This is a great opportunity for B2C companies, but too many times I've seen companies squander revenue opportunities because they lack a scientific approach.
- 27/12/2018
- 8
Is Your Organisation Self-Sabotaging?
“Indiana Jones and the Temple of Doom,” wasn’t the best of the Indiana Jones movies. It was flagrantly racist, and featured the ever-annoying and helpless Kate Capshaw screaming her way through every scene. Despite that, was pretty entertaining.
- 08/11/2018
- 5
What a World Famous Chef Taught Me about Customer Experience
A couple of years ago in Forrester CXNYC conference, I had the pleasure of hosting a dinner for 25+ executives across several industries, along with a panel discussion on “Creating the Customer Experience Mindset.” I was joined by @Sean McGloin of Farmers Insurance and @Michael Moore of SiriusXM, and we hosted our discussion at Per Se, the acclaimed three-Michelin-starred restaurant in New York. Since the night’s discussion was all about the customer experience, why not host the dinner at a place that’s all about that?
- 01/10/2018
- 4
Forget Uber: Hilton and Argos are leading the Age of Intent
Consumer expectations have been driven in large part by the experiences they’ve had with Amazon, Uber and other forward-thinking companies that have made the customer experience a top priority. I’ve heard this new era described as “the age of Uber,” but personally, I think that gives one company, in one industry, too much credit. Uber is just one example of a much larger trend in customer experience, one that’s embodied by companies such as Argos and Hilton.
- 09/09/2018
- 6
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