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?

What are you doing about the customer success gap?

This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?

Why managing expectations matters more than ever

I love my newly adopted home country, Portugal.  The people, culture, food and wine and climate are all parts of why this is becoming a more popular business for business as well as leisure.  A friendly and accommodating workforce with high technical skills and low (comparative) salaries make for a perfect destination for oversees businesses… Continue reading Why managing expectations matters more than ever

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?

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

Five physical signs of poor service delivery

In the past few weeks, I’ve had the misfortune of having to deal with cancelled flights, incorrect orders delivered, poor service in a restaurant and mobile operators as I port my number from one network to another.  Of course, my regular readers will realise, this creates much fuel for my weekly posts!   Rather than commentary… Continue reading Five physical signs of poor service delivery