Mara Vicente

Balancing Automation And Human Warmth in Customer Support

Mara Vicente -
The trend of implementing automation into customer services is as inevitable as it is ubiquitous. By 2022, experts suggest that 70% of customer interactions will use machine learning technology and virtual agents, up from 15% in 2018. But in this rush toward automating customer service...

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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.

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