Natalie Petouhoff
Why Artificial Intelligence is an Agent’s New Best Friend
Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they…
Five Steps to Strategically Choose AI For Customer Service
AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?” If you are wondering how AI can move the…
Why Artificial Intelligence is an Agent’s New Best Friend
Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent,...
What’s One of the Best Ways To Reach Your Audience to Avoid “Content Shock”?
“Content Shock” coined by Mark Schaefer, refers to the rising amount of content posted on the internet on the various channels vs. the finite ability of people to consume all that content. In talking with Mike Barrett, he shared with me a infographic on video content.…
Amazon: New Amazon Go Stores and Headquarters!
What if a store had no cashiers or cash registers? What if at the entrance, there were turnstiles and you had to scan your smartphone upon entering the store? What if you didn’t need cash, credit cards or checks? That’s what the new Amazon Go…
Creating An ROI For Human Capital And Organizational Change Projects: Part 2
I was working at a company and asked to do several things. First was to recruit 100 engineers. That may not seem like a lot, but for every 100 people we interviewed we had 1 person accept. So it took interviewing 1000 people to obtain…
ROI of Human Capital and Organizational Change Management: My Personal Story
I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask…
Why Live Messaging is the Next Big Thing for Customer Service
The number of mobile smartphones is expected to pass the five billion mark in 2019. With consumers adopting a mobile-first mindset, they expect anytime, anywhere, access to information and services. This trend is driving live messaging to be the next big thing in customer...
Avoiding the Failure Chasm: Gaining The Most Value Possible From Digital Transformation
Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so...
What’s the Number One Number Thing Today’s CEO’s Must Do? Do the OODA Loop...
What’s the Newest Requirement for a CEO? Do the OODA Loop Faster and Better! You would think it would to generate revenue, profits and reduce costs. Think again. It’s all about iterating and pivoting like a start-up. And who better than a former fighter pilot...
Want to Know More About Machine Learning and AI?
Wondering whether you should invest in AI and Machine Learning? That’s a question that the most innovative companies are considering. Why consider it? One good reason is because your competitors have already started. If that doesn’t give you some reason to get motivated, I hope...
Innovation & Disruption In Delivery: Could Your Next Amazon Delivery Be By a Drone?
Ever Had a Package Delivered Late, Not at All Or To the Wrong Address? One of the most irritating issues with ordering online is whether the package gets delivered and to the right address and on time. I know I’ve experienced this a number of...
Digital Transformation Projects Have an 84% Chance of Failure; Are You Ready to Failure...
Would You Invest If You Knew the Investment Had a High Likelihood of Failure? If I were to tell you that I had an investment opportunity for you and the probability of you making money was 16% or less, how likely would you be to invest...
Is Organizational Change Management Just the “Fluffy Stuff” or Is there Real Business Value?
TweetIs OCM and CC Kumbaya? When I first lead organizational change management (OCM) and culture change (CC), it was at previous high tech company; a company made up of mainly engineers. When the topic was first announced as part of our integrated product developed process...
What’s a Key Part of a Digital Transformation? Digital Workflow
As companies take on digital transformation for real, they need to consider the people (their skills and backgrounds), the processes (have they made them digital or they still doing things on spreadsheets?) and the technology (to enable the company to be more digitally oriented.) That...
Digital Disruption is Gonna Get You Unless You Prepare Your Brand Now
Disruption surrounds the marketplace. As companies face disruption in their industry, the race to stay ahead of or beat the competition is quickening. Software is one of the ways companies competitively automate, manage and analyze business processes, data and content and scale operations. And...
Has Age of George Jetson IoT Time Come? Alex Was the Star of CES
Alexa Voice Service (AVS) is the software that allows owners to control compatible devices with their voice. From the various reports it was estimated there were 700–1,100 Alexa-controllable products at CES. And the Amazon / Alexa logo was everywhere at CES. Is the Age of George Jetson here? In...
What You Don’t Know About Millennials Will Hurt Your Bottom-line
This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running...
ROI of Social Customer Service: How to Calculate It and Create a Strong Business...
The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Why? If a customer doesn’t get the help she needs, she often will not remain...
The Need for Customer Experience is Based on Science Not Myth
The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t. He coined the...