Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
There are great benefits to service providers in deploying bots – but only if they do it wisely.
To succeed, innovation also has to be clearly communicated at both the marketing and billing communications levels.
High Court says that enterprises are liable for the actions of employees, even if they’ve taken adequate provision and there’s no financial loss.
Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion