This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (alexmead@sky.com) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I...
I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers,...
In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I...
I love the phrase, “None of us are as clever as all of us.” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then...
One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I...