Roxanne Abercrombie

The customer service stats defining 2018

Roxanne Abercrombie -
We’re in the ‘experience era’ of marketing. The traditional four Ps (Price, Product, Place, and Promotion) just don’t cut it anymore when it comes...

Sliding doors: your customer’s journey

Roxanne Abercrombie -
Despite the elegant technology companies have at their fingertips, the customer journeys they offer are often far from slick. The common complaints of today...

What do older generations want from customer service?

Roxanne Abercrombie -
It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online...

Chatbots: the good, the bad, and the ugly [ infographic ]

Roxanne Abercrombie -
Chatbots are over fifty years old. Over many years and many formats, AI chat technology has evolved into the customer service bots we recognise...

[Infographic ] The customer service graveyard

Roxanne Abercrombie -
An inscribed clay tablet, kept in the British Museum, is widely believed to be the world’s first recorded customer service complaint. Inscribed are the...

5 customer service figures defining 2017

Roxanne Abercrombie -
Ten years ago, customer service was usually relegated to an outsourced contact centre. Today’s proliferation of “Customer Heroes”, “Customer Success Managers”, “Customer Experience Consultants”...

5 ways you’re absolutely infuriating your customers

Roxanne Abercrombie -
Everyone thinks theirs is great, but the majority disappoint. (Customer service, that is.) The truth is, in the age of the empowered consumer, customer...

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2nd Global Conference on Creating Value at New York Fordham University, May 14-15 2019

[05/14/2019] You are invited to attend, meet, mingle with, listen to and submit papers to the world’s leaders in Creating Value for customers, employees, partners, society and Government. Learn new and better ways to create Customer Value and experience.
Rub shoulders with Philip Kotler, Irene Ng, Russ Klein (AMA) and others.

Escape From Chatbot Hell: Using AI to Improve Service While Cutting Costs

Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.

CXTech Innovate! Technologies to Win in the Customer Experience Age

[04/25/2019] Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy

How do you keep your employees focused on continually improving the service they provide to each and every client? Learn how H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response.

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