Understanding a customers context is the key to self-service success – Interview with Bill Colleran

Context

Today’s interview is with William (Bill) Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs. Bill joins me today to talk about self-service, context, why static FAQs are not enough and what firms should be doing to improve their customer service using self-service tools. This interview follows on from my recent interview – Big data and

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Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates

Five

Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask their customers for feedback whether it is using methods like customer satisfaction surveys, Net Promoter Score (NPS) or Customer Effort Score (CES). But, many of them, despite working hard to deliver great service and build up trust with their customers, undo a lot of their great work through the way that they go about

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TK Maxx celebrates the friction in its customer experience

TK Maxx

A few months ago I wrote an article called: Do You Really Want To Create A Frictionless Customer Experience?, where I questioned the wisdom behind creating a frictionless experience. My central point in the article was that aiming to create a completely friction free experience could undermine a brand’s ability to create meaning amongst its customers as well as limit it’s ability to differentiate themselves from their competitors. Therefore, I was delighted to see a recent advert from TK Maxx,

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How to rapidly scale and still maintain the highest customer service standards – Interview with Ed Ariel

Thanks to xenlab for the image (https://www.flickr.com/photos/49502997010@N01/1339132018/)

Today’s interview is with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering. We talk about preserving your customer service standards through a period of rapid growth, ezCater’s unique elements within its culture that have supported that growth, empowerment and what it means for them. This interview follows on from my recent interview – Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly – and is number 226 in

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Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly

Creepy

Today’s interview is with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems. We talk about personalisation, how many companies are struggling to get it right and what companies can do to help their customers feel more comfortable with the personalisation and privacy balance. This interview follows on from my recent interview – Opaque and transparent AI

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Customer engagement transformation

Customer Engagement Transformation Conference

This post was originally published on the Engage Customer website here. On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement’. All good and very interesting stuff and I was

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Opaque and transparent AI and the ethical implications for customer experience – Interview with Rob Walker

Rob Walker's keynote at Pegaworld

Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I had a chance to sit down and chat with Rob when I met up with him at Pegaworld in June. We talk about ethics, artificial intelligence (AI), impact and the balance of the human touch and technology in customer experience. This is the last of three interviews that I conducted at Pegaworld so

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Quality time: why a next-gen quality management system should be your next big step

Quality sign

This is a guest post from Benjamin Stone writer and technology enthusiast. In recent years customer service has gotten, in a word, complicated. Whether you want to blame millennials and their need to have everything now, smartphones for constant connectivity, the internet for the exponential boost in competition, or you simply want to yell at a cloud, the fact is organizations are facing the biggest challenges they ever have when it comes to customer satisfaction. Yet while constant connectivity, digitization and

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Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

Zero

Today’s interview is with Tom Goodmanson, President and CEO of Calabrio, a call centre software provider. We talk about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. This interview follows on from my recent interview – Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia – and is number 223

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