Robot human
Article
16th Sep 2016
1
The more we adopt self-managed, digital channels which optimise our expectations for 'always there', real-time delivery, we are also...
Article
17th Mar 2016
It’s a truism that we live in a world of change. Within customer service there is a never ending conveyor belt of new things to digest. For...
Facebook
Article
16th Feb 2016
4
Like AOL before it, Facebook offers a walled garden service to its users. AOL is of course now defunct: a museum piece from our digitally...
thinking question
Article
14th Jan 2016
It could be argued that the only difference between 2015 and 2016 is the number of days that now separates them. In this sense, predictions...
service call centre
Article
4th Dec 2015
I write this having just been involved with the November wave of conferences and summits that focus the UK customer service industry on...