Neil Hammerton

Customer data is invaluable to businesses – it always has been and always will be. However, the true value of data did not become apparent overnight. There was a time when organizations thought that all they needed to do was implement a customer service phone line and call it a day. Agents would then answer questions and resolve problems whenever customers dialed in. It was a pretty simple process, but it did not yield actionable insights that could be utilized in providing superior service to future callers. In other words,…

Trust is paramount in the customer-company relationship. However, not all businesses realize how easily it can be lost. From data breaches to privacy concerns to legal and independent investigations, there are many factors that can affect a customer’s trust in a company. In fact, Salesforce’s third State of the Connected Customer report revealed that 84% of customers say the experience a company provides is as important as its products or service. Furthermore, 73% of customers say a company’s trustworthiness matters more…

Artificial Intelligence (AI) is increasingly being integrated into everyday life. The technology is so advanced that, in some cases, you may not even realize it is there. Whether this scares you or intrigues you, AI is more life-like than ever before – from robots at airports to security at your grocery store. One industry that is becoming synonymous with the use of AI technology is customer service. Consumers are face-to-face (or voice-to-voice) with chatbots on a regular basis when communicating with brands via their…