The 2020 Customer Experience
An emerging wave of Digital 2.0 technologies will extend the capabilities of contact centers by enabling digital efficiencies, self-service capabilities and zero-UI. In the digital era, customers expect contextual, intuitive…
How to Conduct Effective Employee Surveys That Will Improve Your Business
For B2B companies, team members are one of the main reasons clients turn into repeat buyers. Without great team members, client service and operational execution suffer, which means your business…
Buying experience and customer service “changing through AI” – SAP
How can companies create personal, one-on-one long-lasting relationships while deploying digital, automated technology that all but eliminates the human factor? Ahead of her session at TFM 2019, Payal Raina explains how…
Towards a zero-defect customer service
SERVICE failure is a nightmare not only for customers but for service providers too. In the hospitality industry, even top-rated employee training and well-orchestrated policies cannot guarantee a zero-defect customer…
When is AI best for customer service, and when is a human?
Technology for automating certain types of customer inquiries using voice and text-based chatbots is becoming more and more common in contact centers. Although in 2018, artificial intelligence (AI) handled only…
Five Ways to Get Obsessed with Customers Experience
But a major gap exists between companies’ perceptions of how well they’re doing and those of customers. According to a Capgemini study, while 75 percent of companies believe themselves to be…
Customer experience technology spending to exceed $600bn by 2022 — IDC
Spending on customer experience technology will reach $641bn in 2022, according to new research by IDC. As companies focus on meeting the expectations of customers and providing a differentiated customer…
Customer Experience Quotes – Horst Schulze
“Real knowledge of the customer is absolutely essential. Without it, you cannot serve your market in a way that is superior to the competition.” Horst Schulze, Cofounder and Former President…
United Airlines Culture Problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
United CEO does not care about #customers happiness. Really?
Lately, I have been thinking about United Airlines and its organizational culture. Initially, I thought about United Airlines culture because someone asked whether it is possible to build a customer-centric…