Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to …
Category: Customer service
This is a guest post from Nogol Tardugno, Director of Customer Success at Plum Voice. We’ve heard a lot recently about the latest customer service channels like web and mobile – but is that focus leading us contact center professionals away from some of our market? After all, the research continues to reinforce the importance of the phone channel: Microsoft’s 2018 Global State of Customer Service Report found that 39 percent of customers globally, and 44 percent in the U.S., …
This is a guest post from Sam Makad. Customer service forms an integral part of any organization. Especially when it comes to customer engagement and retention, the heavy burden of developing connections and satisfying curious or ruffled customers lies on the shoulders of your customer service team. The Importance of Good Customer Service for Retaining Customers By providing top-notch service to your customers, you can boost your retention rate significantly with a direct impact on your company’s bottom line. According …
Today’s interview is with Robert Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should be doing differently to improve their customer experience. This interview follows on from my recent interview – The Commonwealth of …
This is a guest post from Tom Goodmanson, CEO, Calabrio The rapid development of new technologies over the last 15 years, including smart phones, social media, the cloud, SaaS, big data, and AI, have led to extraordinary changes in how we conduct business. Using these technologies, businesses have employed a variety of strategies, from new channels for communicating with customers, such as chatbots, to product recommendations, all in the hope of improving the customer journey and building brand loyalty. However, …
Today’s interview is with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve our customers. This interview follows on from my recent …
I believe that the customer experience (CX) space is becoming like prog rock in the 1970s……. overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a***. Punk rock exploded out of the back of prog rock in 1970s with it’s democratic, DIY, back to basics and all heart and energy approach that inspired both a cultural and musical movement and a mindset. It dared to be different and was OK …
Today’s interview is with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about …
Today’s interview is with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joins me today to talk about his new book: Why Customers Leave (and How to Win Them Back), what it’s about, what we can learn from it and what we should be doing differently to improve customer service and experience. This interview follows on from my recent interview – Gender and diversity imbalances will impact your ability to connect with …
