During Q4 this year, I have been – intentionally and accidentally – involved in a series of discussions dealing with the impact of AI technology… Read More »Top 7 ‘AI for customer service’ discussion themes
OK, this is an ad. No doubt about that. But it is also quite inspirational and actually really fun to watch! And it is a… Read More »Porsche’s “You mean a 911? No, a 111!” (video)
There is a huge opportunity to not only learn from best practices … but also from real life failure that factually continues to happen day… Read More »My Vodafone Germany experience
In this advertising video, Zappos (an online retailer for clothes) shares their anticipation on customer experience in a funny and inspirational way. You might say… Read More »Zappos True Customer Story (video)
Free online event by CXN “Customer self-service 2022 – Leveraging self-service to increase customer experience, reduce contact volumes and improve efficiency” on Mar 29-30 2022.
This real life example shows how augmenting traditional metrics and research with data from their insight communities allows Toyota GB to create an authentic 360-degree… Read More »How Toyota GB uses VoC to improve the customer experience (video)
Another online community case study by inSided. This time on KPN, who is delivering mobile, landline, TV and internet services to customers across Europe. KPN… Read More »Customer community for support and ideation
A nice study on T-Mobile NL – the Netherlands leading telco – has been shared by inSided. It talks about how an online community achieved… Read More »Online customer community boosting customer service
As a part of their Customer Experience Thought Leadership series @Youtube, Jacada shares their approach to customer service automation. In this video, Clay Davis from… Read More »What does Digital Adoption mean?