Lots of different developments have knock-on effects for customer service. One of them, it turns out, is the steadily improving capabilities of mobile networks. As mobile services have grown faster and more reliable, customers have begun placing greater importance on the quality of customer support those services provide, the latest
Some long-established customer service practices in business don’t make much sense when you think about them for more than a minute or two. Consider, for example, the fact that most retailers in the UK don’t allow customers to use their online sites to return store-bought purchases … even though
intelligent apps
Cloud-based software, automation and even intelligent chatbots are all being increasingly used to provide quicker, more responsive service to customers in a wide range of industries. But could intelligent customer apps and programs one day replace human reps and assistants completely? Day by day, it appears we are inching toward
How much new data is being generated every year? While it’s obviously a lot, it’s also probably safe to say that no one really knows for certain… in large part because it’s growing so explosively. McKinsey has published research finding that an increasing amount of our work
Are the systems and technologies you use to serve and communicate with customers really “intuitive” and “easy to use”? Or do most people at your company simply believe that because that’s what the engineers or developers who came up with those solutions told you when you adopted them? If
There’s a lot more science to guide us these days in how best to connect with customers online or via mobile. Data analytics, behavioral research and even studies of the brain are providing insights into what motivates people, satisfies them as customers or drives them to make decisions one
Data
Vast volumes of data, combined with analytics and intelligent automation, are making it possible to deliver responsive, personalised customer service like never before. The potential benefits for businesses and customers alike are huge… but there’s a risk that needs paying attention to as well. Information that’s valuable to
artificial intelligence
Businesses have long recognised that a loyal, repeat customer is far more valuable than a brand-new one. Most also realise that a small portion of their existing customer base generates most of a company’s revenues. For years, the accepted wisdom has been that 80 percent of profits come from
The story of enterprise computing is increasingly one of convergence, in which all the different strands of work that people do on different devices are being woven together to create a single, seamless cloth. What started as a perceived problem for businesses — people bringing smartphones and tablets from home into
We’re increasingly discovering that, just as “intelligent” is not the same as “smart,” “data” doesn’t necessarily mean “insight.” An example of this emerged just this week, when The Intercept revealed that a brief secret report from the British Security Service MI5 in 2010 warned the agency had begun
I’ve been lucky enough to work with some of the largest organisations in the world to help them position their brand and deliver real market differentiation for their clients. Here are my five recommendations for IoT companies trying to find market space. 1 – Proceed straight to go If you’
I’ve worked a lot with research organisations and there is a trick they use to look clever. When a report is looking a bit weak, you insert some sourced graphs to make it look more intelligent. How many needless graphs and charts have you seen in media? Graphs are