Co-Founder of Technology Service Provider, Appamondo.
Accenture describe AI as the ‘new era of disruption and productivity, where human ingenuity is enhanced by speed and precision’. Quite correctly, they position it as complementary to human interaction. Part of an evolution, driven by technology.Continue Reading
Contact centres fight daily rear-guard actions. Like medieval cities under siege, they withstand bombardment by phone and email, before seeing their unprotected integrity breached by customers on social media.Continue Reading
So much is likely to change this year. Some good and some definitely for the worse.Continue Reading
#CX gets bandied about quite frequently, these days. Anything associated with digital on social media seems tagged for good measure but do people genuinely understand its dynamic and relevance?Continue Reading
For the forward-thinking CIO or CX Director, tech-savvy Millennials and fans of Star Wars, the concept of AI-driven customer service generates real excitement.Continue Reading
Whilst waiting for my car to be serviced, I was reminded how customer service controls consumer perception and impacts brand values.Continue Reading
Henry Ford is purported to have once said, ‘a customer can have a car in any colour they want as long as its black’.Continue Reading
There is a lot of negativity and hate out there in cyberspace. And it’s not surprising when you consider how we are wound-up and egged-on by national press and media in their fight to hold our attention.Continue Reading
Forrester’s ‘Why 2018 Is All About Customer Experience For The Retail Industry’ has something of a Groundhog Day feel about it.Continue Reading
As we rush headlong into Q4, retailers & brands place fingers in ears and hope that planning, buying and promotion delivers against expectation.Continue Reading
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