Traditional comms channels: a last resort for consumers?

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The humble telephone has been a fixture of the customer engagement experience for many decades. It’s still a hugely important piece of the puzzle, but the evolution in mindset of the younger generation means that it’s now becoming a last resort rather than a first …

Consumers increasingly comfortable with human-mimicking robots in customer service

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As advanced technologies with machine learning capabilities become more and more commonplace and the general public become more accustomed to interacting with these types of technologies and virtual assistants – such as Amazon Alexa and Google home – more organisations are looking at how they …

The customer service advancements worth paying more for

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Disruption to traditional business models in recent years has meant that today’s consumers are more demanding than ever – they expect to able to access services instantly through intuitive apps and experience great service at the same time – and, why shouldn’t they? Technological advancements …

Shoppers see the benefits of self-service, but human interaction remains essential

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Technology is becoming ever more prevalent in our daily shopping experiences, from in-store computer screens, to chatbots in the online channel. Despite the convenience of these methods however, there remains a strong desire amongst consumers to retain a distinct human element in the customer experience.

This …

Winning the human battle needs closer attention than the technology battle

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The evolution of the customer service experience has seen the advent of a host of new ways for customers to interact with a business, with technology such as chatbots and automated self-service options becoming increasingly prevalent. While this transformation is proving to be instrumental in …

Why You Should Keep Your Head in the Clouds

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It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given. Gartner recently forecasted …

What Does it take to Achieve a Successful Digital Transformation?

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Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready …

3 Trucos fáciles de Don Quijote para enfrentarse al buen Servicio al Cliente

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3 Trucos fáciles de Don Quijote para enfrentarse al Servicio al Cliente

 

“En un lugar de mercado, de cuyo nombre no quiero acordarme, no hace mucho tiempo que vivía un hidalgo de los de lanza en astillero”,

Para buscar 3 consejos sobre cómo mejorar el servicio al cliente …