In 2001 the Alachua County Tax Collector’s office had 64 employees, four computers, and no email. Since then the agency has come a long way, growing to three offices serving more than 200,000 walk-in customers and processing over 265,000...
The General Data Protection Regulation (GDPR) came into effect on the 25th of May 2018: new laws intended to standardise data protection across Europe.Read More
In a fast-paced era of emerging technologies, it's easy to lose sight of customer expectations. However, while you're neck and neck with the competition, in the race to create a superior experience, customers are simply looking for ways to save...Read More
Every bank and building society is working on a plan for its high street presence. An arduous task given the future of high street banking is somewhat unclear. What is certain, however, is the trend toward a more distributed, multi-channel...Read More
Your store network, what’s the plan – Increase the number of stores? Decrease? Relocate? Redesign?Read More
How often have you taken a seat in a waiting room only to look up and see a large, flat-panel television showing adverts, infomercials and local news?
You probably think to yourself: ‘Interesting, but how long am I going to be sitting here?’.
AI-enabled bots are set to transform the customer experience in 2018. The reason is simple: customers want to engage with your organization on their terms, and they expect an immediate, personalized response – AI customer service agents are...Read More
You’d think that by now we'd have mastered the art of the customer experience. Yet, even in 2018, we all too often find ourselves at the receiving end of a frustrating encounter.Read More