What is the best form of customer service strategy? Reacting to customer needs is not the kind of strategy you would want in your contact center. Anticipating customer needs and eliminating the need for contact is key to delivering sticky CX. Technology & AI can help by providing deeper insights and be the guiding light for CX leaders to finding their north star and crafting a unified strategy.
Here is the link to the detailed article: sprinklr.com/blog/rethinking-customer-service-ecosystem
Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his 13th year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, and strategic consulting and mentoring. Current topics include responding to new customer behaviour, transforming the value of contact centre and extracting value from CX/CS technologies.
Reach Martin at www.brainfoodextra.com
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At Sprinklr, our mission is to enable every organization on the planet to make their customers happier. Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
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Hi, hope you're well. Let me ask you a question. When was the last time you reimagined
your North Star for customer contact? It's been a heck of a year. Customers, colleagues,
technology, the world around us. Everything is changing incredibly fast. Has your customer contact
kept up to date with that? North Star is all about reimagining
the world or catching up with the world as it's taking place. Have you done that? You might be interested therefore in
an article I've just written about reimagin
ing your North Star, thinking
about all the bits that you need to think about and recrafting that. If you're interested,
here's the link for it. I hope you enjoy. Have a great day.
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Here is the link to the detailed article: sprinklr.com/blog/rethinking-customer-service-ecosystem