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...
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...
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...
Is your digital nervous system efficient, effective and fully fit?
Andrew White tackles the obstacles along an automated digital assault course.
I don’t know who I feel more sorry for, the customer or the supplier....
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...
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...
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...
Can AI and chatbots help us to be more human?
Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...
Your customer is unhappy and your staff are frustrated
How conversational intelligence can help everyone to have a more positive experience
It could be something small, an issue that has been left to develop...