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How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in some cases, customer service has never been so bad. Or, to be more precise, that when something goes wrong, it quickly spirals out of control. And for once, instead of a purely managerial and organizational approach, this post will be based on a real-life story which, moreover, touches me very closely and which you will see should have its place in the pantheon of customer service horrors. The...

How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in...

Clients and projects: irritant #12 of the employee experience

It was impossible to review the irritants of the employee experience without talking about what is central to any business, its raison d'être: customers...

Companies are not omnichannel at all! Irritant #10 of the employee experience

Omnicanality is the enterprise's new Holy Grail. Firstly because it is the logical evolution of e-commerce that we have known for a long time...

Personal data: the fine line between personalization and intrusion

GDPR will soon celebrate its first anniversary. Not all companies are fully up to date and in the end we are not so sure...

Chatbots, and then what?

chatbots, expérience, expérience utilisateur, google, interface

How to transform your business with design and customer centricity.

Which company does not nowadays claim that customer orientation is its main concern? I wonder what they were thinking before. What we see, in reality,...

No ! Experience is not a matter of content only.

Even if everybody's talking about customer experience there's no precise and shared definition of it and that allows service/tech providers to stay vague and...

Brands, what are your communities ?

Communities, communities. That word is never out off brands lips to refer to the people they try to communicate with. But, by using the...

Being digital in 2018 : consumerize your organization

2018, consumérisation, expérience client, expérience employé, simplification, transformation digitale
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