Tag: CX
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Why no more paper bills is both a problem and an opportunity
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
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The benefits and perils of deploying AI
While a useful tool, AI is not a panacea for all an organisation’s ills
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Digital transformation or digital silo? Why digital should not be just another technology refresh
Digital transformation is failing because it’s being used simply as an excuse for IT renewal or resulting in marketing-led ‘digital skins’. To succeed, it needs to fundamentally alter the DNA of B2B service providers.
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Why you should forget customer journeys
Moving beyond silos of customer experience means creating a coherent digital experience.
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A common pitfall: seeing digital experience as better customer service
Digital experience is not just about service but is made up of four main elements – network, product, commercial and service experiences.
