Opinionator

JULY 21, 2019

Why it simply doesn’t work and what to use instead. What is Mystery Shopping? First established in the early 1940s, mystery shopping has been around for a while. But just because it’s been in action for almost 70 years, doesn’t mean that it’s an effective method of data gathering or performance improvement. In fact, we argue, that at best, it is a high cost, low success training tool.

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69

Eptica

JULY 21, 2019

Date: Wednesday, July 31, 2019 Author: Pascal Gauvrit - CTO Why the future of customer service is AI and humans together. Published on: July 31, 2019. Author: Pascal Gauvrit - CTO Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants.

Customer Service 58

Customer Service Self Service Chatbots Analytics 58

SurveySparrow

JULY 21, 2019

Has a business ever asked you sensitive questions that made you uncomfortable? How would it feel knowing that you shared some of your most intimate feelings in an online survey that random strangers had access to? A gazillion thoughts go across your mind. “What if they judge me?”. “Would the sanctity of my privacy be lost?”. “Will the answers I shared be leaked to anyone?”.

Survey 53

Survey Data Policies Hospitality 53

Eptica

JULY 21, 2019

Date: Wednesday, July 24, 2019 Author: Guest author: Adrian Swinscoe Punk CX says ‘Great at a few or average at a lot’. Published on: July 24, 2019. Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a.

Multi-Channel 86

Multi-Channel Omni-Channel Culture Travel 86

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