customer service

  • Data in the service of customer experience management

    Pre651 Data in the service of customer experience management

    We’ve had quite a lot to say last year about analytics in the context of customer service. We talked about customer analytics, defined as the process by which predictive insights will aid the achievement of acquiring new customers; growing customer lifetime value; retaining customers at risk of defection; enhancing customer loyalty and advocacy can be derived from available data.

  • Defining the customer journey

    Pre641 Defining the customer journey

    Customer journey (aka customer engagement journey) is a term much bandied about in discussions about customer service, but what exactly does it mean? The answer, it seems is not straightforward.

  • Digital interactions speak louder than words

    pre623 digital interactions speak louder than words

    2016 looks like being a watershed year in the customer service industry globally: it will be the year in which the volume of digital interactions between companies and customers exceeds voice interactions.

  • Follow the money, it leads to chatbots

    Pre746 Follow the money it leads to chatbots

    • Australian company Flamingo, which offers artificial intelligence-based customer service assistants, has gone from startup to ASX listed company worth $42.4m in three years. 
    • New Zealand startup, Cove Insurance is introducing the first insurance product to be fully managed by chatbot.
  • Have you analysed your cohorts recently?

    pre610 have you analysed your cohorts recently

    Yes folks, yet another buzz phrase has entered the argot of customer service: ‘cohort analysis’. What is it?

  • How to work with Germans

    Cultural differences may stay in a way of closing deals, resolving issues, and, after all, positive cooperating at the international level. After completing several projects for German clients, we have defined some aspects that you need to consider to find common ground and be on the same page with your German business partner.

  • In search of customer enchantment


    • 84 percent of New Zealandersfeel ‘unaffected by their experience’ as customers.
    • When it comes to enchanting New Zealand customers, ANZ, AA Insurance and Air New Zealand take the top honours.
    • Kantar TNS New Zealand says the key to customer enchantment is to cut through complexity.
    • Italian Business Style

      As a large international company, we have partners and clients in many countries. It’s very fruitful if you, like me, enjoy traveling, getting to know new people and new characters. The country I especially enjoy visiting is Italy. I’ve started working with Italians in 2013 and spent some time trying to find common language and build strong relations with our clients.

    • Machine learning makes inroads into customer service

      Pre649 Machine learning makes inroads into customer service

      Artificial intelligence. The term tends to conjure up visions of computers taking over the world: 2001’s HAL, Skynet in the Terminator movie series, and many others. But Artificial intelligence and its related concept, machine learning, can have many practical applications today, and global domination is not one of them.

    • Renewing the marketing department for the digital age

      lan609 in search of edge computing

      There’s no end of talk about digital disruption, digital transformation and about their impacts on customer service and marketing: omnichannel; customer journey mapping; customer analytics; etc. What get’s less attention is how marketing organisations need to restructure themselves to adopt and exploit these technology-driven changes.

    • What you need to know before going to Sweden

      Stories and findings regarding Swedish business culture from Valery Krasovsky, CEO of the company that became a part of Swedish Group over 10 years ago: what is important for Swedes, what to look for, how to make them happy, and how to ensure that Swedish customers will return to you.

    • When calling the contact centre is the customer’s last resort

      Pre647 When calling the contact centre is the customers last resort

      Contact centre managers, it seems, don’t really understand just how much customers are making use of voice alternatives — in particular the web — for customer service, according to research undertaken by Ovum.