AI and automation can transform customer service, but they cannot replace every human interaction. The challenge is knowing where automation adds value – and where customers still need reassurance, judgement and empathy.
Housing associations are under pressure to improve service while managing cost and complexity. So where can technology, outsourcing and better use of data make the biggest difference?
Peak demand puts pressure on every contact channel. So where should voice still play a role – and when can self-service, messaging, automation or outsourcing handle the load better?
Customers move between channels depending on what they need and how complex the conversation is. So how do you choose the right mix – and where does human interaction still matter most?
Online shopping may have changed retail for good, but physical stores still shape how customers discover, trust and buy from brands. So what role does the high street play in an increasingly digital journey?
Adding more channels doesn’t automatically create better customer service. If systems, data and teams remain disconnected, “multi-channel” can quickly become multi-silo. So what does a genuinely joined-up model look like?
New year, new you? So, it’s all over. The preparations, food, presents and Santa has been and gone. It’s a new year but is it a new you?
Better customer experience depends on better data. But if information is fragmented, inaccessible or poorly governed, even the best CX technology will struggle to deliver. So where should businesses start?
I’ve recently got hooked on the latest big mobile game that is Marvel Snap. A “free-to-play” mobile game, where players collect cards based on Marvel characters, building competitive decks based on those cards’ stats and special powers and then battling other players. It’s fair to say that any spare time between work and dad duties has been taken up with a few games of Snap here and there!
As sure as night follows day, autumn follows summer, the nights get longer and thoughts for many will turn to handling peak demand, or for those who’ve just been through a peak – reviewing how it went and learning lessons for the next one.