Customer Effort Score

Customer Effort Score – Minimise Customer Effort, Maximise Customer Experience

“Woo, Wow & Win”, “Delight” or “Delivering Happiness” is the mantra, which the champions of a perfect customer experience have adopted. However, the cornerstone of providing a...

call reduction

Wrong Targets: 57% of Executives Rely on Call Reduction and Lose Sight of the Customer Experience

Digital transformation in customer service is bearing strange fruit. A new McKinsey study concludes that most executives pursue digital transformation without a clear vision and for the purpose of...

5 Tips to Help You Best Prepare Your Online Business for the Christmas Season

The Christmas season is not only the high point of the shopping calendar. It is also renowned for bringing along surprises. We have put together five tips for you as an online shop operator, which...

Superpowers for Your Customer Service: Which Superheroes Does Your Call Center Need?

From Daredevil to Spider-Man and Hulk to Ironman, there are many situations in the day-to-day business of a call center where service agents would want a superpower. But which superheroes are best...

10 Ideas to Personally Welcome Customers in Your Call Center and in Customer Service

We all know about the well-known first impression, whether it’s in a film, at a business meeting or at your in-laws’ house. The chemistry has to be right, the form has to be appropriate and the...

When Chatbots Fail: Without Artificial Intelligence, Automated Service Remains an Empty Promise

The big chatbot promise sounds rather tempting: Faster customer service, everything automated, customers are happier and even buy more in the end. This is the theory of the chatbot glossy brochures....

Artificial Intelligence in Customer Service: parlamind Answers Routine Questions Independently

Premiere! We presented our latest feature to the public at the K5 FUTURE RETAIL CONFERENCE which took place in Berlin from 22-23 June, and we are actually quite proud of it. As an artificially...

AI and Bots in Customer Service

Artificial Intelligence and Bots: Where Do They Leave the Human Touch in Customer Service?

It’s been a long time since there was such an emotional discussion of a tech subject: Will the last bit of humanity soon be absorbed by artificial intelligence? Will bots take over operations...

Chief Service Officer

Chief Service Officer – Why Customer Experience Should Be Managed on the Highest Level

In a business world where excellent customer service is considered mission critical, shouldn’t the responsibility for managing the customer experience fall to the highest level? While new...

Artificial Intelligence at Modomoto

Exquisite Customer Service Is the Standard at Modomoto – Artificial Intelligence Makes It Possible

The use of artificial intelligence at online fashion adviser Modomoto shows that automation and individuality are not mutually exclusive. The promise of the Berlin curated shopping provider is...