Author: Franz Malten Buemann

This seems to be cultural, not based on income, caste, race or genetics.

Some professions and communities give a greater percentage of their income to charity than others. Some towns have no-kill dog shelters while others have a reputation for abandonment. You might find an online community that welcomes and supports newcomers, and another that simply trolls and argues with them.

You can find a surf beach where the norm is to let others have the right of way and lend a hand, and others where surfers would rather go to jail than let you have a shot at a wave.

A sailboat is more respectful than a Jetski. It’s silent, picturesque and safer for those around it. Given the choice, some groups of people choose one, some the other. And while we can have productive conversations about what actually helps the most bystanders in the best possible way, it’s also pretty clear that some organizations and cultures are more aware of their impact than others.

Bystanders, by definition, can’t give you anything in return. Treating others with care and dignity isn’t a shortcut to a sale or profit, it’s simply something that gets done around here (or doesn’t.)

Part of our opportunity is to normalize the behaviors we’d like to be around.

Quiet quitting is not a new phenomenon, nor does it come as a surprise. Anyone I talked to in the past two years experienced burnout, anxiety, or emotionally charged moments related to their job. Going above and beyond for the cost of sleepless nights, less time with family, and chronic tiredness was never going to…
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35.7 million British adults believe gas and energy firms aren’t fully supporting them through the cost-of-living crisis. This research reveals that only 14% of adults believe utilities provide a personal service which helps customers feel recognised. Further, only 20% of Brits say they offer the right contact channel to suit their preferences.   Between January and March…
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Mounting inflation and economic challenges in the wake of the pandemic have meant that an increasing number of customers are experiencing financial vulnerability. The onus is now on companies to help their customers ride out these difficult times with a differentiated approach.  Financial vulnerability includes the inability to pay dues towards energy and utility consumption…
The post Managing vulnerable customers with a humanised digital CX approach appeared first on Customer Experience Magazine.

According to Gartner, by 2026, conversational artificial intelligence (AI) deployments within contact centres will reduce agent labour costs by $80 billion. Worldwide end-user spending on conversational AI solutions within contact centres is forecast to reach $1.99 billion in 2022.  “Many organisations are challenged by agent staff shortages and the need to curtail labour expenses, which…
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According to Liferay, 85% of all customer service interactions will begin on self-service by 2022. In a world where busy customers are looking for faster resolutions, available anytime and from anywhere, digital self-service is a growing priority for every contact centre.  But from simple online FAQs to intelligent, AI-powered chatbots, self-service strategy is a comprehensive…
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