From a water revolution to chatty robots through Big Data and some customer service secrets, we’ve scoured through this week’s news stories so that you don’t have to. Here’s our weekly rundown of the top five customer experience stories from the last week.
Customer service secrets of ‘The World’s Greatest Bank’
Forbes lift the lid on Western U.S. firm Umpqua Bank’s exemplary customer service record. Described as having a ‘customer experience obsession not often seen in the retail banking industry’, Umpqua’s use of a ‘universal associate’ model, employee empowerment and use of a high-touch approach in a high-tech world has paid dividends. Read the report here.
The inbound marketing channel that most executives are missing
A new article from MarketingProfs points to an often overlooked inbound marketing channel: the call center. The author points to the fact that his company received over 1 billion calls in a year. Meaning that there were more than 1 billion opportunities to forge a deeper connection with the caller. Thought provoking read right here.
We hosted an event earlier this year which focused on how businesses can take advantage of digital disruption to build their contact channels. Read an overview here.
Water utility deals herald revolution in energy industry
In the UK, a war between water suppliers is focusing the attentions of key stakeholders on improving customer service. There are plans on the horizon to liberalize the British water market, opening up the proverbial floodgates to allow for new companies, multi-utility offerings and radical tie-ups with some of the biggest tech companies in the world. Accenture promises “a more intense battle for the key value-adding relationships in a connected home” over the coming months. Should be interesting! Read the article here.
Five telltale signs you don’t understand Big Data
To save you from clicking through to another list-based blogpost, we’ll lay out the five reasons here. If you ignore big data; if you think big data is about data; if you think that big data is about quantity; if you think that the more data you get your hands on the better; and if you think that big data means that you need to collect and store large amounts of your own data…then you don’t understand big data. Full blogpost here.
Google’s conversation-based Assistant takes on Amazon
The latest battleground in the ongoing jostle between Google and Amazon? Conversational robots. Google’s assistant can be used to find information, play media and carry out tasks – such as booking cinema tickets – via a back-and-forth chat between the user and the software. It’s been introduced to take on Amazon’s Echo…may the best bot win! Read the article here.