will-customer-service-be-replaced-by-robots Blog Related Topics 
ShepHyken
JUNE 28, 2019
Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.
Beyond Philosophy
JUNE 5, 2017
It’s not the best customer experience, but if you travel often, you learn to live with it. Now, though, a handful of hotels are using robots to ease this pain point. But taken too far, a robot threatens to destroy the thing that makes a small hotel appealing in the first place. The Robot Experience. So you wait.
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ShepHyken
JANUARY 5, 2018
This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Let’s face it, customer service is the lifeline of any company.
Beyond Philosophy
JANUARY 12, 2022
Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).”
Beyond Philosophy
MARCH 2, 2018
It would be highly unusual for a company that provides the excellent Customer Experience that Amazon does to have such a terrible work environment for those people that offer that excellent experience. It is clear that Amazon sees value in automation and intends to have many human-free Customer Experiences.
UJET
DECEMBER 2, 2020
The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. This is a guest post by Donna Fluss, the president of DMG Consulting LLC.
Beyond Philosophy
MARCH 23, 2023
You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unless, of course, we are replacing our teams with robots.
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