Author: Franz Malten Buemann

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…
The post What impactful self-service really looks like appeared first on Customer Experience Magazine.

When was the first time you heard the phrase ‘digital transformation? The idea of building your business model around digital is nothing new. But as consumer expectations, commercial realities, and the competitive landscape continue to change, few could ever say their digital transformation was complete.  The truth is that digital transformation is a process –…
The post Starting your journey of CX digital transformation appeared first on Customer Experience Magazine.

It’s tempting to have your book copyedited and typeset before you have your editor read it.

And it feels right to spend time on the company’s website before you have your first customer…

But if you don’t have the foundational elements right, the fit and finish don’t matter at all.

This summer I designed and built a skin-on-frame canoe. I could have spent a lot more time on the details, the sanding and even putting on the gunwales. But it wouldn’t have mattered, because the boat’s design was so unstable and tippy, it was unusable.

All that remains of the boat is this picture and what I learned about hull design.

The first job is to figure out what “hull design” means for you and your project. What’s the hard part? What’s the part that has to be right for the rest to matter?

Then we get to focus on the rest.