Customer service

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...
How to wrestle big data and win
Big data: it remains a phenomenon we still often look upon from the sheer volume instead of actionability perspective. With the - digital - data universe expanding at exponential speeds, it's easy to lose ourselves in the overwhelming quantitative aspects. Virtually each days new reports, predictions and infographics hit us...
Customer disconnect
For many (really many) years now we've been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm - that's been in the make for decades - started being felt. The disconnect between what we believe as businesses...