Digital Help: Customer Support gets more than a Human Touch
Adrian Swinscoe has been helping create, develop and grow businesses that take care of their customers in the best way possible. In this conversation, he decodes the evolution of customer support and the subsequent impact of technology
According to research from IDC, two-thirds of the CEO’s of Global 2,000 companies will shift their focus from traditional, offline strategies to more modern digital strategies to improve the customer experience before the end of the year - with 34% of companies believing they’ll fully adopt digital transformation within 12 months or less.
"Over the last year, the impact of the pandemic has forced organizations to reevaluate the business models that have served their customers well. This, in turn, has pushed them to develop digital channels and utilize technology to serve and engage with their customers"
These are the words of Adrian Swinscoe as he channels all his experience to share interesting insights in the field of customer experience.
This discussion focuses on:
Automation is the next phase of intelligent customer service
Artificial Intelligence and the new-age customer
Empathy in customer experience
Global organizations that are setting the benchmark when it comes to their customers
Customer experience advisor, Author, Speaker, Workshop Leader, and Aspirant Punk at Punk CX
Adrian has been helping organizations of all sizes deliver better customer service and customer experiences. He is an advisor on specific service/experience/engagement issues on an ongoing or project by project basis. He builds the internal team and leadership capability via mentoring, thought leadership (whitepapers and keynotes for internal/customer/public events), and masterclasses. Adrian is also a best-selling author, Forbes contributor, blogger & podcaster
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