None Of Us Are As Clever As All Of Us - Edition 72

Ideas for Actually Improving Your Customer Experience.

As technology advances, we are able to create more sophisticated customer experiences. But are we actually improving our customers’ experience in the process? These resources can help you balance the essentials with customer satisfaction.

9 Problems with Generative AI, in One Chart

In the rapidly evolving landscape of artificial intelligence, generative AI tools are demonstrating incredible potential for marketing and customer experience. However, their potential for harm is also becoming more and more apparent. Here is a comprehensive list of the negatives by Katie Jones.

The Growing Trend of Adding ‘Additional Fees’: Is This Good or Bad?

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, there are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience. Read more .?

Tipping Culture in America: Public Sees a Changed Landscape

A new technological trend sweeping America is tip prompting for services that didn’t used to require tipping.? 72% of people say tipping is expected in more places than 5 years ago. If you read my newsletter on additional fees (above), you know I would agree with that data. Is this trend causing 'tipflation'. Read more from Drew DeSilver and Jordan Lippert .

The Rise (and Fall) of the Bots: How to Avoid Over-Boterisation?

The advent of artificial intelligence (AI) has revolutionized the call center industry. However, there's a looming risk called "Over-Boterisation", which is the excessive reliance on bots at the expense of human interaction and, often, positive customer experiences. Read more from Rod Jones.

How To Find The Right Balance Between Fraud And The Customer’s Experience

How do you balance the need to prevent fraudulent activity in your interactions with customers and the need to provide an easy and excellent customer experience? In this episode, created in partnership with Messente’s managing partner and CEO Uku Tomikas , colleagues Katria Helena Komp and Irene Onate join us to explain. Listen Now .

Colin has spoken at hundreds of conferences, including some of the world's largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Click here.