CX Journey

AUGUST 29, 2018

Gerry explains some interesting back stories to the approach of Four Seasons, amidst other brands, as well as his personal experience with one Holiday Inn. From cloud computing solutions and use of big data to organisational alignment and Bring Your Own Attitude. Here is a link to see the GoodReads preview for this book.

Consulting 34

Consulting Consulting Big data Banking 34

Fonolo

SEPTEMBER 4, 2018

An agent could be a bank teller, a nurse, or a computer technician. They just happen to be doing their job while interacting remotely, rather than in person. Successful Cases Studies. More on that here: Nobody Knows if Voice Is Growing or Shrinking. Self-Service Substitution. The Impact of AI on Customer Facing Roles.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Natalie Petouhof

MAY 9, 2016

With suites there is the opportunity to know your customers better, via shared data, shared knowledge across lines of business for personalized and relevant offers, products and services. In fact, 67% of a decision on what to buy in B2B sales is completed before the customer even talks to a sales person.

Banking 40

Banking Sales Marketing B2B 40