5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
. < [link] > “The ‘moment of truth’ in customer service.” February 2006. The Value of Customer Experience, Quantified. www.mckinsey.com. 26 August 2014.
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There’s No I in Team, but What About AI?
CSM Magazine
JUNE 27, 2018
A more recent report, ‘ AI Is Ready For Employees, Not Just Customers’ by Forrester analyst, Craig Le Clair, advocates using AI to automate repetitive tasks, but argues that certain services demand human skills, such as the ability to detect a customers’ emotional state and respond appropriately.
Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?
Beyond Philosophy
JUNE 4, 2015
Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Bottom line: Being human is good for the balance sheet as well as stakeholders.
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