The new face of customer service in the energy sector

The energy sector has been a laggard when it comes to customer service and the power of the customer. With a few large players, antiquated systems driving limited data and convoluted processes customers had little influence over the market. But all of this is changing. With new entrants in the indus...
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Finding the facts amongst the fiction regarding AI & Customer Service

Thanks to Hollywood there is an initial perception that AI spells doom for humankind.  Add to this a host of poorly researched news articles that claim machines will entirely replace humans in the workforce, and it’s no wonder that businesses are hesitant to invest in digital transformation. Indu...
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What's the winning formula of successful customer journeys?

The customer experience is fast becoming the critical factor in business success. It’s not enough to produce quality products or offer good service on occasion because customers will offer their loyalty based on the overall experience of dealing with the company over time. Every little interaction...
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Evolution of work

In an increasingly competitive working environment the fight to secure and retain top talent is intensifying. Employers that want to keep ahead of the game will need to have a clear employment strategy that takes into consideration not only the skills required for specific roles, but also what they ...
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The real meaning of Customer Experience for the bottom line

Customers are driving the changes in the marketplace. Yet not all businesses are taking note, preferring to stick to more traditional business models of trying to improve efficiency from within. But what these businesses don’t understand is that customers no longer want to be marketed to, and told...
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Staying human in a digital world

By 2020 it is estimated that at least 50% of the workforce will be millennials who are tech savvy individuals and operate quite differently from generations before. They have never known a world without computers or the internet and see digitization as an advantage. They embrace technology and are t...
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