Customer experience: it’s not what you do, but rather how you do it

Customer experience: it’s not what you do, but rather how you do it

A few years back it was easy to feel like a lone voice as the only advocate of how great a personal assistant like Siri would be. Now look at us (including my wife 😊)! We love the fact that without considering someone’s feelings, we can be super direct and just get stuff done – from calling home or working out time zones to just trying to prove a made up fact to friends at dinner.

Want to design a great product? Forget the product – obsess about the problem!

Want to design a great product? Forget the product – obsess about the problem!

The hallways of human invention are marvellous and many – laden with trophies to human creativity. But take a right at the Tesla, then swing left at Lindt chocolate – and suddenly you’re in the ghetto.

AI shouldn’t replace the bank manager…it should bring them back!

AI shouldn’t replace the bank manager…it should bring them back!

As we’ve handed over so-called lower value customer interactions to digital, have we properly thought through the premise that expecting a robot or app to play the role of brand ambassador at any level, even a simple one, is no simple ask?

Why personality (still) matters when it comes to automating customer service

Why personality (still) matters when it comes to automating customer service

According to a Walker study, by 2020 customer experience (CX) will have overtaken price and product as the key brand differentiator.

As a result, in almost every sector and industry; the race to the pinnacle of customer experience is resulting in more investment and innovation than ever before.

To get anywhere in 2018, you need to forget about your customer!

To get anywhere in 2018, you need to forget about your customer!

A few short years ago, Steve Jobs hinted at the possible collapse of the mantra, famously stating that “It isn’t the consumer’s job to know what they want…”

Do your customers think of you as CXy?

Do your customers think of you as CXy?

This is a challenge that contact centre managers and technologists have been tackling for many years; developing the right skills, building process and implementing tools to deliver a truly blended, consistent omni-channel customer experience. This continues to be the elusive holy grail of customer care.

FaceMe is re-defining the customer experience using ‘thoughtful’ AI digital employees

 FaceMe is re-defining the customer experience using ‘thoughtful’ AI digital employees

Imagine contacting your bank or mobile phone company at any time day or night and be instantly connected to someone who recognises you, is attentive and concerned about your problem, recalls your transaction history and resolves your problem there and then - a genuine one-call resolution each time. Then, if you were to call 12 months later the company would immediately remember you.

Accessibility - enhancing the Customer Experience for all

Accessibility - enhancing the Customer Experience for all

With last Thursday 18 May being Global Accessibility Awareness Day (GAAD), it had me reflecting on my last 20 years working on customer facing services including kiosks, websites, online services and mobile applications. 

As Sean Fitzgerald, a member of the NDIA Digital Innovation Reference Group often states, “If it works for Us (people with disabilities), it will work for all”. 

virgin.com - Press 0 to speak to a "real" person

virgin.com - Press 0 to speak to a "real" person

The ability to be human makes the difference. To go beyond a search for data, to recognise a caller's intentions and respond conversationally, immediately and professionally.

FaceMe create real-time, natural interfaces to AI that are engaging and personal yet immensely scalable.