Chatbots & AI – can they replace humans in the customer experience?

With the evolution of technology, and the great leaps forward in Artificial Intelligence (AI), there’s been a lot of progress from the early days of clunky chatbots.  In fact, there are some seriously sophisticated models starting to appear on the market that might suggest a real opportunity to cut cost and complexity by removing human… Continue reading Chatbots & AI – can they replace humans in the customer experience?

Is B2B customer experience delivery different to B2C?

I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C.  The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic.  I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?

Four ways your recruitment team is damaging your brand

What impression does someone have when a business has poor attention to detail, slow to respond or don’t respond at all, force you into a clunky and irrelevant automated processes that asks an innumerate amount of intrusive questions or ask the same questions that you have already answered?  This may well be the reality of… Continue reading Four ways your recruitment team is damaging your brand

4 reasons bosses are struggling to accept remote working

In this week’s post, I wanted to address a topic that our cousins across the Atlantic have pretty well put to bed, but in Europe and Asia, remains a tricky and sensitive subject: remote working.  Wherever you chose to work right now, at some point in the near future, ALL roles and tasks delivered by… Continue reading 4 reasons bosses are struggling to accept remote working

A case study in how not to deliver service disruption

I generally try and avoid negative mentions of any specific businesses or brands in my weekly posts – we all have ups and downs and making changes for the better is always a challenge. But recent events in a large UK business have warranted a case study in how not to treat your customers. When… Continue reading A case study in how not to deliver service disruption

CX Portugal 2: Take a ticket – the customer nemesis

As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 2: Take a ticket – the customer nemesis

Are your customers “Happy or Not?”

I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.)  The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager.  The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”