customer service
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Are brands right to allow machines to handle customer service?
While AI offers efficiency, many still prefer human interaction for complex customer service issues, prompting questions about a balanced approach that combines technology with empathy.
Why poor service will destroy your luxury brand
Many luxury brands have struggled to fill their stores due to poor service. But this issue isn’t just unprofitable; it also destroys brand equity.
Teaching clueless chatbots the art of conversation
The gap between human expectations of chatbots and their actual capabilities means this field has a lot of development still to come.
Can Japan’s renowned customer service be recreated online?
Can brands find a happy medium between the traditional idea of 'omotenashi' and the quick, efficient shopping a younger generation demands?
Designit MD sees opportunity to simplify Japanese service
Phillip Rubel, who recently entered the design world after a long stint in advertising, compares the two industries and outlines how brands can use design to achieve distinction.
Humanity, not technology, the key to service excellence: Don Peppers
HONG KONG - The more a company can automate services and minimise call-ins, the more critical its customer-service staff becomes. And because of this irony, according to author and consultant Don Peppers, companies must be willing to invest even more money and trust in customer-service staff.
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