My Albert, or What Happens When a Loyalty Programme Goes Down
Albert had its loyalty app switched off for almost a month. And yet there was no big media scandal. Instead of sending customers an apology email, the company [...]
When AI Complains to AI: Why Britain’s Financial Ombudsman Is Going Back to Picking Up the Phone
The UK’s financial ombudsman has found that a large share of the complaints it currently receives are written largely by artificial intelligence. They tend to be confident and [...]
Jan Egem: Just because you can contact a customer doesn’t mean you should.
Jan Egem has worked in marketing and customer relationships for more than 25 years. He has worked at advertising agencies and led CRM and loyalty programmes for dozens [...]
Why a CX Manager Can’t Own the Customer Experience
Companies appoint a CX manager and quietly assume they've settled the question of who is responsible for the customer. Research and psychology both show why that's a trap, [...]
Aleš Rouček: How REVU Helps Small Businesses Truly Understand Their Customers
Aleš Rouček has been working in customer experience in the Czech Republic for many years, and in a consistently methodical way. As founder of InsightSofa, he has spent [...]
How Much Truth Fits Into a Single Number
The board wants to know one thing: how are our customers doing? Yet the answer usually arrives as three, five or twelve numbers. A composite index promises to [...]
When Customers Talk Instead of Click
„All a customer has to do is say what happened, and artificial intelligence asks for the details on its own. It promises an end to empty "Why?" boxes [...]
