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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...

Being digital in 2018 : clients must behave better

When the web started to become a little bit mainstream, brands did nothing but digitizing their paper communications with showcase sites. A couple of...

Chat Bots : beware of counterfeit

"Chatbots" are very popular. What is it ? It's a mix between "robot" and "chat" : chatbots are conversational robots that interact with users...

How digital can improve the travel experience

Digital Transforms customer relationship and service in any industry. Today let's focus on the travel industry. How could players in the travel industry use digital...

The gap between brands and consumers is getting wider

Time has come to individualize marketing and customer relationship. With the rise of the social web, brands had more and more opportunities to build...

Experience is at the heart of digital transformation

Digital transformation is a complex matter for most of organizations that don't exactly know where to start. Hesitating between focusing on management or technology,...