Cutting Costs with Minimum Impact on Customers
The Importance of Humans in an AI World
In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the...
A Structured Approach to Customer Advocacy
Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization,...
Customer Service Matters – Some Stats to Support Your Efforts
Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others. Fully engaged customers represent a 23% premium in terms of share of wallet, profitability,...