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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...

The CHRO, the extended enterprise and the freelancer

Alors qu'on nous promet la génération du modèle freelance en remplacement du salariat, cela pose la question de la stratégie RH face à l'entreprise étendue.

Is market the future of enterprise ?

In a context of uncertainty and perpetual disruption, there is only one thing certain for businesses : they will have to learn to adapt...

Do enterprises really outsource the right things ?

Some of my reflections point to the slow but unavoidable outsourcing of the human side of the enterprise. First because of organization models and systems...