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Leadership Lessons for Directors: KPIs & the Commander’s Intent
The goal of eCommerce and digital directors is to help brands maximise commercial outcomes from their digital channels. And tackling customer service is just one part of this, so the amount of...
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Trend #1: Customer Service just changed forever
This is the first post in our series of 'Seven Customer Service Insights for 2020 and Beyond'.Welcome to the Twenties! It might sound like hype that customer service has changed forever, but it’s a...
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Introducing 7 Customer Service insights for 2020 & beyond
This series of posts is designed to help medium-sized brands professionalise customer service in preparation of conversational commerce. In each post, we look at a major trend — from chatbots to Live...
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Trend #2: Measure what customers value
This is the second post in our series of Seven Customer Service Insights for 2020 and Beyond.There are so many recommendations on which customer-related metrics to watch out for in 2020 and beyond that...
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Trend #3 Fix Customer Self-service
This is the third post in our series of Seven Customer Service Insights for 2020 and Beyond.Over the past decade, all sorts of tasks have been automated across all sorts of industries. It’s now...
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Trend #5: Learn how to love Live Chat
This is the fifth post in our series of Seven Customer Service Insights for 2020 and Beyond. Generation Z and Millennials now make up the most populous segment of all consumers, online and off....
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Trend #6: Prepare for Hyper-personalisation
This is the sixth post in our series of Seven Customer Service Insights for 2020 and Beyond. Today, a brand-new customer rules the marketplace. And from product, to service to sales, they want their...
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Trend #7: Adapt to Conversational Commerce
This is the last post in our series of Seven Customer Service Insights for 2020 and Beyond. So far in the series, we’ve covered many of the essential trends a company must be on top of to deliver...
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ROBIN joins CM.com
Today, I’m proud to announce that ROBIN is joining CM.com. I am beyond excited to gear up for the age of conversational commerce together with CM.com!
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