Automation will not silence the human voice…
…but it can help agents to connect with customers in a more effective and efficient way.
2020 has been tough. The Coronavirus pandemic has completely...
From the mosh pit to the stage – the rock ‘n’ roll of ITSM
No more just keeping the lights on, it is time for the fourth revolution and for IT to take centre stage.
The headlines being written...
Technology convergence – Joining the dots
Service technology has come a long way, but what is its role in the modern organisation?
In the beginning
Helpdesk software and contact management software were...
AI Spaghetti – How to achieve better AI outcomes for your business
Understanding that AI is often not able to provide the instant solution you were looking for is a tough lesson to learn. There are, however, key steps that you can take to improve AI outcomes for your business.
Managing the modern emotional sale
The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...
X-up your customer relationships with CRM and CX
To gain a real competitive advantage, it is important to understand how your customer feels, not just how they behave
Customer Relationship Management (CRM) vendors...
Crouching employee, hidden sentiment
The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...
Beware the ‘X’istential beings
Everyone is trying to put the X factor into service. But what do CX, DX, UX and EX mean in relation to service technology?
In the...
How Conversational Intelligence plays a pivotal role in your digital transformation strategy
Every organisation is at a different maturity stage in their digital transformation strategy but, one thing is for sure, even some of the most-mature...
Wearables and CX – wearing your emotions on your sleeve
The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...