Tom DePew articles
Always-on customer engagement: Better perspectives lead to better insights
Have you ever thought about what makes a leader different from a manager? Is it skills and experience? Expertise? Natural talent? Think about it this way.To optimize or not to optimize, that is the question
Recently, I had a conversation around optimization for a banking customer — specifically, about whether they could optimize a particular activity. It sparked an interesting debate: What is optimization, and where can it be applied? This post offers some ideas about where and when to apply optimization.
Always-on Customer Engagement: Call centers and agents play a critical role
Companies are putting great emphasis on digital or self-service contact channels. The economics of self-service are undoubtedly compelling: Whereas live support channels cost dollars, self-service channels, by contrast, cost pennies per interaction. Also, self-service channels are improving quickly. With the introduction of intelligent chat bots and other AI-inspired innovations, these channels can handle many more types of transactions than was possible even a few years ago.