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The truth about what customers want
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Customer journey mapping research report 2018
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Help internal customers look after external ones
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6 examples of great proactive customer service
18th Sep 2018
Map customer journeys before you roll out channels
Recent research from ContactBabel has uncovered that traditional telephony-based interactions are on the decline. The analyst’s recent “The...
11th Sep 2018
1
Is AI reinforcing gender stereotypes?
From Watson to Sophia, is the proliferation of intelligent robot personas having unintentionally negative consequences? One of the subtle...
7th Sep 2018
Is Instagram now a customer service platform?
Instagram has become an excellent way to engage followers - but should brands that have an Instagram presence also be treating it as a...
20th Aug 2018
2
Is M&S wrong to replace switchboard staff with AI?
Marks & Spencer has announced it will be replacing its switchboard staff with artificial intelligence. Is this a hasty move or a sign...
13th Jul 2018
1 comment
How to stop customers tweeting public complaints
The complete guide to customer journey mapping
2nd Jul 2018
Journey mapping: The opportunities and obstacles
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25th Jun 2018
Customer journey mapping research report 2018
14th Jun 2018
3 enterprise areas where AI can turn buzz into biz
4th May 2018
4 comments
Are expectations of email responses unreasonable?
23rd Apr 2018
2 comments
How to integrate AI into your customer service
12th Apr 2018
Webinar: Using AI to anticipate customer service
5th Apr 2018
How retailers can assess their channel strategies
5th Apr 2018
The role of customer service in the advice era
3rd Apr 2018
Infographic: How to measure chatbot effectiveness
12th Feb 2018
Self-service FAQs: How to minimise customer effort
8th Feb 2018
1 comment
Infographic: What customers hate about chatbots
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