Customer Think

AUGUST 1, 2021

As we make our way through 2021, our Artificial Intelligence (AI) and Business Intelligence (BI) dreams are turning into a reality. Bots, machine learning, predictive models, and big data all impact businesses daily. But are these technological advancements making brands appear less caring? Less real? Less human? It’s a valid concern, especially when the latest […].

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Artificial Intelligence AI Machine Learning Technology 139

Lightico

AUGUST 1, 2021

Replacing an existing credit or debit card or getting additional ones issued from your bank or financial institution sounds like a simple and straightforward request — but for many banking customers that process today is still an unnecessarily complex and lengthy one. There are several reasons why banks receive requests for from customers to issue a new card: To replace a lost or stolen credit or debit card; To authorize loved ones on their account and get additional cards issued; or.

E-commerce 52

E-commerce Contact Center Compliance Omnichannel 52

Customer Think

AUGUST 1, 2021

In June, an international coalition of consumer rights organizations and data protection experts called for a ban on “surveillance-based advertising.” Are you surveilling the future of your micro-marketing? The most nimble companies are, and this will likely change how online advertising works, soon. More tech companies are placing consumers at the center of the advertising […].

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ProProfs

AUGUST 1, 2021

Only 12% of employees agree that their organization does a great job of training new hires. Organizations with an effective onboarding process achieve 50% greater productivity from new employees. By 2030, there will be a global human talent shortage to the tune of over 85 million people, which is roughly equivalent to Germany’s population. Where does this lead us to?

Start-ups 52

Start-ups Gaming Compliance Sales 52

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Customer Think

AUGUST 1, 2021

The customer is not always right. Yes; this approach for winning with the customer flips the age-old expression on its head. But I assure you it’s the only way to manage a customer service team as it’s allowed my department to deliver exceptionally high time-to-value and adoption rates, which of course are critical to customers […].

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Customer Service 132

Customer Think

AUGUST 1, 2021

The changing nature of work and the growing trend towards a remote-first model means it’s important for companies to optimize the processes involved to gain maximum benefit. I’ve seen first-hand, for instance, how impactful a solid globalized remote operating strategy can be for a business looking to grow and expand. This is especially true given […].

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Customer Think

AUGUST 1, 2021

Price transparency, product trials, customer reviews and one-click purchases are long-standing hallmarks of the B2C online buying experience. Even before the pandemic, these factors helped digital marketplaces like Amazon reach the top of the retail totem pole by differentiating them from competitors before ultimately becoming the industry standard.

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B2C Retail Omnichannel 72

Customer Think

AUGUST 1, 2021

I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita). Once, I was talking to Colleen, and what she said.

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