At the 2015 edition of the Customer Contact Expo in London, several keynotes and workshops stood out. One of them, presented by Dimension Data's Paul Scott (read an interview) had a title that leaves little room for interpretation: 'Go Digital or Die!'.
It's a message that could apply to many...
Matthew - Matt - Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB (Corporate Executive Board). If that doesn't ring a bell: Matt also wrote "The Challenger Sale: Taking Control of the Customer Conversation” and "The Effortless Experience: Conquering the New Battleground for Customer Loyalty".
Effortless (customer)...
Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant and a differentiating experience.
Several brands have even succeeded in dramatically lowering customer service costs by...
