How The Internet of Things Will Impact Customer Service
#Digital Transformation
Think how great it would be to have everyday objects that could ’talk’ to each other, carry out routine tasks and run…
How Algorithms Rule The World of Big Data
The word 'algorithms' is being bandied about quite a lot these days and unless you're a mathematician, you may not…
So Many Channels, So Little Time: Insight into the Omnichannel Journey
There are so many channels. From the traditional phone channel to the growing mobile app and social media channels,…
3 Myths People Believe About User Experience (But Shouldn’t)
Throughout history we’ve fallen for myths. We tend to cling to our notions, at least until we are proven wrong by…
Michael Moritz and George Shaheen on Staying Relevant and Focusing on Customers
How do you make your business relevant for tomorrow? I had the pleasure of interviewing some of the brightest minds in…
The Last Mile in Digital
There will be 45 billion customer service calls in 2015 . Voice calls handled by agents is not a scalable and…
Email is great! (But not for Customer Service)
I love email. It is great when time isn’t a critical communications factor. When you’re a customer with an urgent…
