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What Getting Closer To Your Customer Really Means
I just wrote and delivered a webinar for Rant and Rave. Cool people with a great feedback platform. I also got the chance to listen to how one of their customers Papa John use it. Already impressive...
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Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers
I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning framework. As you can see it’s an ‘ecosystem’ way of thinking about...
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Why America Needs To Get Serious About Social Customer Care
In the process of getting the word out that I’m bringing my Master Class to the U.S., I’ve been mugging up (more than usual) on the state of play. The headline brands that pushed the envelope during...
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Social Customer Service: Talk Is Cheap, Action’s Much Tougher!
The growth in social customer service appears to have stalled. Now the early adopters are out and about, the expected next tranches are nowhere to be seen. New names remain scarce. That said, it...
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How To Move On From Silo Delivered Customer Experiences
I’m reading a great book on service design. It’s something I’m delighted to have stumbled across. Serendipity is a wonderful thing. The authors are at least 10-15 years into their game yet I only just...
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2015: Tapping Into Big Changes Taking Place In Social Customer Service
Now we are entering 2015, I thought it would be interesting to review how social customer service has evolved during the last twelve months. In particular, any insights that can tell us what we might...
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Providing Live Service For Smart Products
The world of customer service is ever changing. The capability to deliver omni-channel, personalised customer engagement is now common. It has transformed how organisations from SMEs to global brands...
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Why You Should Collect Your Customers’ Digital Profiles
OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel (Global Corporate Marketing Director at NewVoiceMedia). Of...
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P&Q: proving employee & customer engagement can be improved
Each time the P&Q Challenge completes, I summarise what’s been learnt before the next round kicks off. This time I want to focus on one of the key topics we get involved in during the six month...
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Where We Are Really At In Omni-Channel
Becoming a multi-channel contact centre is not just a matter of bulking up on new channels. It’s an ecosystem refresh through and through. This post and those that follow over the summer will explore...
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Social Is The Soul Of Digital
I’ve just returned from Florida. Loved the warmth of the swimming pools. Appreciated the ubiquity of common courtesy that America still maintains. Marvelled at the level to which Disney has problem...
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Why Social Customer Service Is Your 1st Real Digital Milestone
I’m fond of pooh poohing those who think that adopting chat or another ‘new’ channel means they have gone digital. This is because classifying channels in this way is arbitrary and technically...
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Enough Of The Ideas, Where’s The Execution?
I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. My favourites were Joana Van Den Brink-Quintanilha from Forrester and Stewart Bromley, from...
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Why Trust Is Phase One In Contact Centre Transformations
I’ve been doing the rounds assessing the outputs of the latest two cohorts to participate in the P&Q Challenge. Zooming through the tube early one morning to my next destination, I had a light...
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Got These On Your 2016-2019 Service Roadmap?
Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is Interaction Analytics which provides credible evidence of what goes on day...
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Intelligent Assistants – Your Breakthrough Self Service Strategy
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann Marie Stagg and initially offered to her CCMA members. By...
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Wouldn’t It Be Great If My Organisation Worked Properly!
I wonder how many people feel frustrated with trying to make things happen as intended. I’m not talking about small, buzzy fintechs who sense gold around the next rainbow. Just your average £500m+...
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Conversational Self Service Is Shaking Things Up
I’ve just run my second briefing on intelligent assistance. Much happened in the few months between sessions. This time, the second half of the day was dominated with stories about bots and their use...
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Are You Circling The Digital Plughole?
There is a strong gravitational pull that now drags all sectors towards what some of the Beyond Silo team call the ‘digital plughole’. The closer you get to it, the faster you orbit as the collective...
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Self Service Still Less Than 50%? Then You Are In Trouble
The next big thing has arrived in the form of conversational commerce. Think Alexa, Amelia or Edward. Even Tacobot if you need a snack fast. Intelligent assistance is the first wave of a very...
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