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Michael Smith

Co-Founder of Technology Service Provider, Appamondo.

Bot on the landscape: evolving to provide AI-driven customer service

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.

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Why the Contact Centre must transform and catch up with it's customers

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.

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2019: A Continued Year of Tech Transformation For Business

So much is likely to change this year. Some good and some definitely for the worse.

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CX: making customer-centric help & support an intricate part of your brand's values

#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?

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Has your customer service function evolved to be able to automate elements of support with AI?

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.

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Customer service: how technology, process and people combine to give great experience

Whilst waiting for my car to be serviced, I was reminded how customer service controls consumer perception and impacts brand values.

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Delivering bespoke solutions for Enterprise: the role of the SaaS 'service partner'

Henry Ford is purported to have once said, ‘a customer can have a car in any colour they want as long as its black’.

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'I'm A Lover Not A Fighter': Helping Customer Support Agents & Colleagues Protect Your Brand

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.

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Can retailers become nimble providers of heartening experience in 2018?

​Forrester’s ‘Why 2018 Is All About Customer Experience For The Retail Industry’ has something of a Groundhog Day feel about it.

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It's never too late to improve customer experience & service

As we rush headlong into Q4, retailers & brands place fingers in ears and hope that planning, buying and promotion delivers against expectation.

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