When every channel is a conversation—and customers arrive with their own AI We built our playbooks around stages: attract, convert, deploy, renew. Customers don’t move like that anymore. They drift between web and store, chat and phone, technician visits and renewal emails. What they want is simple: pick up the thread where we left it and get a resolution instantly. In other words, the future of customer experience is conversational. Not ...
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This newsletter is your human-first guide to making sense of AI — without needing a technical PhD or a translator. Having a business and not a data engineering background myself I can understand that it is sometimes hard to understand what´s going on. Good news - this newsletter is the place where you can learn about human centric AI in easy to understand language. Each edition is designed to help you stay confidently ahead ...
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Exiting announcement from the Institute of Marketing and Customer Insight at Hochschule St Gallen. In the March/2024 issue of the Marketing Review St Gallen which focuses on Customer Success and its impact in B2B, I could share my views focusing specifically on the people side of Customer Success. My article explores the pivotal role of Customer Success (CS) in organizations from the perspective of a practitioner, emphasizing its importance in economic turbulence ...
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Transformative brews - the videopodcast about Customer Experience and AI Transfering the coffee house culture that my hometown Vienna is known for with intelligent conversations with the experts in my network that are as passionate about Customer Experience and human centric AI as I am. In this new format I host friendly and authentic conversations about topics centered around the learnings and wisdoms of my knowledgable guests on AI, Customer Experience, Customer ...
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