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In this issue:

Outlook

Perspective Is Everything

The New York Times recently sent me a customized Google Cardboard as a promotion for its new virtual reality (VR) reporting series. I downloaded the NYTVR app and tried it out by watching a piece on triathlon training. I was amazed by the freedom...

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Benchmark

Customer Service: Where We’ve Been and Where We’re Headed

Customer service has come a long way in a relatively short period of time. Prior to the 20th century, if customers had a problem with a product, they traveled by foot or by horse to the store to resolve the issue face-to-face with the shopkeeper....

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The Evolution of Customer Service

This timeline shows how far customer service has come in a relatively short period of time.

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Perspectives

The Customer Service Experience: Make it Easy

It’s a bleak picture: Research across nearly every industry shows that satisfaction with customer service continues to fall. According to the 2016 Global Contact Centre Benchmark Report by Dimension Data, which canvassed more than 900...

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Add Start-Up Culture to Customer WOW

Earlier this year, Wal-Mart purchased online e-commerce start-up Jet.com for a whopping $3.3 billion. Wal-Mart was willing to spend so much on a brand with a near-Amazon-caliber supply chain and a Millennial customer base that prefers start-up...

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Economic Indicators Signal a Changing Customer Experience Business Model

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained were paramount. Today, that is truer than ever. When a customer reaches out and needs help, the quality of the interaction on...

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Personable Robots: The (Near) Future of Customer Service

Do virtual assistants need a personality? If so, what defines the personality of a virtual assistant? Questions like these are becoming increasingly relevant as virtual assistants that are powered by artificial intelligence begin to transform the...

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Case Studies

Where the Rubber Meets the Road

Few drivers look forward to visiting an automotive shop. The experience is often time consuming and many people find themselves spending more than they expect. Bridgestone Retail Operations—which includes more than 2,200 tire and automotive...

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Treating the Customer Experience, One Idea at a Time

Healthcare payers face a dynamic industry: Surging consumerism, technological innovation, and evolving regulations are reshaping the healthcare value chain. This push for value has driven organizations to compete for members and patients, as well...

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Case Studies

App-Only Bank Challenges Status Quo

Atom Bank is on a mission to challenge the traditional banking model. Its mobile-only platform is distinctly different than what most people think of when they think of banks. Instead of adding mobile channels on top of legacy systems, this bank...

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Virtual Shopping Becomes Reality

In the world of e-commerce, May 19, 2016, could be considered a milestone. This is the date that the first major virtual reality department store opened, as a partnership between eBay Australia and Melbourne-based retailer Myer. Myer, one of...

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Industry Insight

7 Customer Service #Fails That Yield Insights

Thomas Edison is believed to have said that he didn’t fail, he just found 10,000 ways that didn’t work. Such is the nature of business. Plenty of technologies and business models rise up, only to fade away when they fail to gain...

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Simply Put Your Mind to It

Customer centricity is the engine that drives business. Big Data insights, mobile/social networks, and collaborative economies can’t thrive without a focus on consumers.  But what does it really mean to be customer centric?  For...

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Proof Points

Customer Experience Moments of Wow

Though negative customer service stories often garner the most headlines, there are plenty of wonderful stories of companies and employees going out of their way to help customers that don’t get the same spotlight. These “Moments of...

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Strategy Speaks

It's Not a Generation Gap. It's a Chasm.

Adapting to the constant acceleration of technology can be taxing, because every new technology also changes how we observe and deal with what’s going on around us. After just a few years of exposure you can easily find yourself disoriented,...

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