In any demographic, customers expect 'immediacy' and human touch
It’s no wonder that a generation used to always-on, instant communication should prefer to access customer service just as
China's new mobile shoppers ripe for location-based marketing
Timing is important in marketing, but so, increasingly, is location.
People served up targeted ads following a Web search at
Good customer care requires actually caring first
Think back to the best recommendations for businesses you’ve ever heard from friends and colleagues, and you’ll probably
Remember to dance 'with them what brung you'
No business can be static nowadays: technology, people’s expectations, the world in general are all simply changing too quickly.
The next as-a-service offering? Artificial intelligence, or AIaaS
If you regularly follow developments in information technology, particularly in the cloud, you’ll be familiar with terms like PaaS
Don't run from failure... look for it in as many ways as you can
We can trace back a lot of problems in business — as well as in life — to one big, though all-too-human,
Better tech means bigger user ask
Lots of different developments have knock-on effects for customer service. One of them, it turns out, is the steadily improving
It's time to move your systems from 'no' to 'yes'
Some long-established customer service practices in business don’t make much sense when you think about them for more than
Is your customer service already robotic?
Cloud-based software, automation and even intelligent chatbots are all being increasingly used to provide quicker, more responsive service to customers
How much customer data does any business really need?
How much new data is being generated every year? While it’s obviously a lot, it’s also probably safe
