A recent online shopping experience, which left me waiting more than two weeks for a delivery, reminded me of the importance of, and our expectations about, time.
Continue reading...Tag Archives: customer service
Get to Know Your Shoppers the Way Netflix Knows Its Viewers
As much as companies talk about getting to know customers on a personal level, we are all inundated with emails touting products that are unequivocally wrong for us.
Continue reading...8 Changes Chatbots Will Bring to the Workplace
Meet your new co-worker who never gets sick, never takes vacations and will never quit: a chatbot. Chatbots are here to stay in the digital workplace and companies that wish to remain competitive in the future will ultimately use them.
Continue reading...Why a Great Company Story Begins With Technology
A company’s culture is as great a story to tell as any product narrative the marketing department can create. Customer experience (CX) doesn’t start with the product after all, it begins with the first interactions people have with a company, which typically take place long before they buy anything.
Continue reading...Google Duplex’s Conversational AI Shows a Path to Better Customer Service
Google Duplex, the artificial intelligence system (AI) revealed by Google CEO Sundar Pichai at the Google I/O developer conference earlier this month has been perceived as an outright miracle by some and an almost existential threat by others. With Duplex, Google Assistant can make phone calls on behalf of users
Continue reading...Don’t Base Your Brand Community on Hope: Research Matters
There are two ways to build a brand community: ask for budget, cross your fingers and hope you’re gathering the right people in the right way; or research potential and existing members and leaders in your organization to find out exactly how a community can best serve the needs of
Continue reading...Why I Hate Customer Service Chatbots
My recent experiences with artificial intelligence-powered chatbots, especially those used for customer support, have left me feeling irritated rather than amazed — and I don't think I'm alone.
Continue reading...A Good Chatbot Is Hard to Find
I am currently yelling in frustration at the chatbot on the website I am visiting, and it doesn’t seem to care.
Continue reading...How an Engaged Front-Line Workforce Contributes to Great Customer Service
Customer service is more important than ever in our digital age. According to a recent report by PwC, 73 percent of consumers say that customer service drives their purchase decisions, and 65 percent find great customer service more influential than great advertising.
Continue reading...The Humanoid Touch: How AI is Changing Customer Experience
Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently. In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents.
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