Words in numbers

Just how well can a computer understand written language? We look at some of the latest advancements in machine learning and what it means…

Why most surveys suck

Have you ever received an email from a company with something like “Tell us what you think” in the subject line. I receive one almost every…

Why automation is the future of personalisation

If there’s one thing most customer service experts agree these days it’s that the future lies with more personal, empathetic service. Nobody…

The Advantages of Open Ended Survey Questions

6 Definitive Ways to Gain and Retain Customer Trust

Trust is the bedrock of most relationships. Think about it, if trust doesn’t exist between two parties, there is very little that can be…

4 things the travel Industry can learn from Airbnb’s incredible growth story

Airbnb struggled to get that hockey stick growth for a few years and in a now famous incident had to resort to selling custom designed…

How Zappos Customer Service WOWs Customers to Win

Zappos is a trailblazer. They don’t follow conventional thinking when it comes to building a business. They don’t hire like normal brands…

What does it mean to be “Customer Centric” and why is it important?

‘Customer centricity’ - the act of taking a more customer-focused approach to business - is a term which has gained popularity in recent…

How Human-Centered AI Will Transform Your Customer’s Experience

Artificial Intelligence, ubiquitously referred to by its punchier abbreviation AI, is everywhere these days, and the realms of insight…