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?

Values and behaviours – why they really matter at work.

In the process of speaking with businesses, whether to work for them or with them, one thing I always check out are their values.  It’s a great indicator of what they hold dear, how complicated they make the internal culture (and a handy indicator of where past cultural issues may have been!)  For some, they… Continue reading Values and behaviours – why they really matter at work.

How to collaborate more successfully (and why it matters!)

Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran.  My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading How to collaborate more successfully (and why it matters!)

Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches

My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico.  We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques.  I wanted to share observations on customer experience from my trip to Puerto Rico.  In last week’s post,… Continue reading Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches

Customer Experience in Puerto Rico: Part One – the human touch

My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico.  We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques.  Puerto Rico is actually a commonwealth, rather than a state within the Unites States, and for visitors… Continue reading Customer Experience in Puerto Rico: Part One – the human touch

CX Portugal 3: Which businesses are driving CX success in Portugal?

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 3: Which businesses are driving CX success in Portugal?

Telltale signs of genuine team spirit

One of the most important aspects of work culture that any line manager or leader needs to nurture is a strong sense of team spirit.  Open and honest communication, a collective set of goals, a great work environment and the right mix of skills and personality will help you create the ultimate team.  So once… Continue reading Telltale signs of genuine team spirit