My recent rant on chatbots having the potential to kill user experience got some nice reactions. It brought me into some interesting discussions on support, mobile, the role, strengths and deficiencies of artificial intelligence (AI) and machine learning (ML) and so forth. Most of these discussions ...
Blog tagged as Strategy
Putting the Cart in front of the Horse - Chatbots in Support
08.14.16 4:25 PM - Comment(s)
Customer Experience Management and Customer Expectations
08.10.16 12:00 AM - Comment(s)
In the past weeks I found more and more articles like this one that talk about the importance of continually exceeding customer expectations to be able to deliver a positive customer experience. Only this way, companies get advised, will they achieve customer loyalty and advocacy. I, frankly, ...
Concur and Uber Partnership - Four Winners and one Loser?
07.21.16 12:40 PM - Comment(s)
Measure Customer Experience - But Don't Over-Engineer
05.06.16 4:27 PM - Comment(s)
You have determined for your SME business that you want to improve your customers' experience.But you do not know how to measure it. And you want tangible results fast. And you want to contain the risk. After all there is nothing more risky than a big venture that promises results only i...
Digital Transformation. Heck, YES! But why?
04.27.16 2:22 PM - Comment(s)
Digital Transformation, much like customer journey mapping, customer engagement, customer experience management, is all the rage at the moment. Everybody - and their dog - talks about it. Including me ... but then I think the term is widely overused. The other ones, too. Many companies strive t...
