TweetShareSharePin0 Shares Today’s customers are digital – DCX experience Today’s customers not only use digital technology; they are digital. Customer service is broad, covering the whole expanse of seller/buyer enterprise. However, today online transactions have...
TweetShareSharePin0 Shares The future work of 2025 Pega Systems’[1] 2020 research report projected the changing role of technology in the workplace and what future work will look like by 2025, something that is already here but in different degrees of intensity. In...
TweetShareSharePin0 Shares Frontline Employees in the Age of Data, Algorithms, and AI The May-June 2022 issue of Harvard Business Review published twin articles on frontline employees being trained in using data directly with customers. Both emphasized the importance...
Personalization is King of the Market TweetShareSharePin0 Shares The spring 2021 issue (March/April) of INC magazine dedicated four pages (38-41) to Jeff Bezos’ obsession of customer service: “… the number one thing (‘principle’) that has made us successful, by far,...
