Complaints to business water retailers barely changed last year, yet cases escalated to the Consumer Council for Water soared by 30 per cent THE answer appears to be that far more customers are dissatisfied enough with...
Category - Competitiveness
The consequences of unresponsiveness in terms of undermining competitiveness
Richard Hall
Your Burnout Culture: A Price Worth Paying For Responsiveness?
Researchers have investigated burnout, customer service, overloaded inboxes and delayed replies. Yet the obvious question appears largely unanswered: does workforce exhaustion make an organisation slower, less helpful...
Stephen Walters
The AI Reply Rollback: Companies Wanted Faster Customer Responses. They Got a Governance Problem Instead
The promise was contactability For years, the promise was simple: AI would make companies easier to contact. It would answer instantly, reduce queues, stop customer emails from disappearing into the void, and make every...
Peter Friedman
CompetitivenessComplianceCRMCXEmailImpact of AIInsightsReachabilityRegulationRepliesReputational harm
What on Earth Is This Universal Commerce Thing? Why haven’t I even heard of it?
Universal Commerce Protocol: The Background and the Bigger Implication Why This |Matters Now Digital commerce is changing because customers are no longer always navigating websites themselves. Increasingly, AI...
Consumer Bots are Heading Our Way and Retailers Aren’t Ready
Consumer Bots are Heading Our Way and Retailers Arent Ready A New Phase for Online Retail Online retail has entered a new phase. For many years, retailers optimised their websites for human visitors: clear navigation...
