Comments on Gartner’s three important ways Artificial intelligence (AI) can benefit Customer Service Operations. Gartner has recently published an engaging article on Artificial Intelligence (AI) in Customer Service operations (Dated 19 January 2022). This article is available online on Gartner’s website. Indeed, we are all witnessing the growth in popularity of AI solutions in recent years. Driven by the rising […]
The best articles from the web that came on my table this week 15. Highlighted: Embedded finance by Nordea, the future of bancassurance by McKinsey, the interesting story of Dixa, a convervational engagement firm, and foreseeing the future with the “Gen Z” generation. Empowering businesses with Embedded Finance (By Nordea)First words: “The growth of embedded finance has seen an increasing number […]
The best articles from the web that came on my table this week 13: Transitioning from matrix to agile, KPIs, banking and mortgages, customer service, and the impacts of digital transformation. The Fundamentals of Transforming from Matrix to Agile (By Insead Business School)First words: “Although it remains a common way to structure an organisation, the matrix is increasingly showing its […]
My best picks from the web this week 6: Artificial Intelligence and automation, agility and frontline, digital interactions and customer data generation, and customer service and excellence. Einstein Automate is just the beginning: Salesforce shares vision for future of AI and automation(Video) How agile can power frontline excellenceFirst words: “An agile transformation can release the full potential of frontline staff, […]
2020 has been a surrealistic year. With Covid-19, thousands of people and companies quickly adjusted to a new way of working that we all called WFH. Some moved quicker than others. For some, it was business as usual, for others, the experience was more painful. New lessons were learned. Flexibility was key. The diversity in digital maturity was striking. During […]
My best picks from the web this week 47. This week: The new elements of digital transformation, data partnerships, integrating marketing and IT, and customer service is having a moment. The New Elements of Digital TransformationFirst words: “Since 2014, when our article “The Nine Elements of Digital Transformation” appeared in these pages, executive awareness of the powerful and ever-evolving ways in […]
Pega introduces its new 8.5 release. Here are the links to Pega’s site detailing the new enhancements: What’s New in Pega Platform What’s New in Customer Engagement & CRM Pega Sales Automation Pega Sales Automation 8.5 Release Notes Pega Customer Service Pega Customer Service 8.5 Release Notes Financial Services 8.5 enhancements Healthcare 8.5 enhancements Insurance 8.5 enhancements Communications 8.5 enhancements Pega Customer […]
Who is joining the CX transformation Nordics this year? It is an online event covering topics as customer centricity, how to lead successful CX initiatives, or customer service. I will especially attend the session “Transformational customer centricity: How CX is being used as a measurable KPI across the organisation” by Kati Packalen, Head of Customer experience at Postnord. This is […]
Hi everyone! I’m sharing the 5 best articles I have read this week. On my table: cross border data, data policies, Open Banking, marketing, and manufacturing. Importance of cross-border data flow“Passing digital information between countries, even though code requires no passport or transportation beyond the internet superhighway, is regulated as if it is a physical commodity. This movement (exchange) of […]
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Steve Jobs, CX, and digital strategies. Steve Jobs VS Reid Hoffman: Which Philosophy is the right one?“Founder of LinkedIn and former PayPal executive vice president, Reid Hoffman famously said: If you’re not embarrassed by the first version of your product, you’ve shipped too late”.“ […]
According to a recent PEGA study, employees facing customers are often frustrated with the level of service they can provide to customers. They denounce inadequate technology and processes that limit their effectiveness. The survey shows that 81% of respondents mentioned fast resolution among the four most important factors for quality of customer service. Speed is however not the only consideration. 72% also […]
I’m pleased to share some good articles I have read this week on CRM and Digital Transformation – #myTOP5reads How to Maintain Customer Relationships While Working Remote How to Provide Customer Support on Social Media Faster What Is Marketing Orchestration? Top 3 ways to increase engagement in e-commerce Gartner: Top-performing companies understand CX
Week 4 release of “My TOP 5 reads on CRM, CX and Digital Transformation”. This week, it’s about voice AI, conversational AI, customer engagement, customer service, and some lessons learned. The Dangers of Overpromising and Under-Delivering Einstein Voice: What’s Next for the ‘Alexa of Salesforce’ How conversational AI will boost CX this decade The Field Of Gold: Why It’s Time […]
Last time for this year! My Top 5 reads on CRM, CX and Digital transformation this week (Week 52). Enjoy the festive days and see you next year! Customer data platform tools top priority list for big vendors AI Customer Service Will Save You Money, but it Might Cost You Customers The Next Decade of Data: Why Retail Marketers Will […]
