What price for a better world?

By | 2018-06-07T12:03:34+00:00 May 4th, 2018|General|

Software is eating the world. That was the famous statement that Marc Andeersen made in his famous essay “Why software is eating the world?” (2011)  predicting the power of software and its value. Try [...]

First-Contact resolution

By | 2018-05-25T13:12:23+00:00 April 30th, 2018|General|

First let´s start with defining the first contact resolution method: "the traditional objective of all service systems" according to John A.Goodman in his book "Customer Experience 3.0" In short, the FCR is solving an [...]

Sniffie and GDPR

By | 2018-04-25T10:35:26+00:00 April 25th, 2018|General|

​The EU General Data Protection Regulation (GDPR) will be enforced in 30 days, on 25th of May, after around a year-long transition period. The legislation is one of the most important changes to individual privacy [...]

The human feel

By | 2018-05-25T13:36:02+00:00 April 19th, 2018|General|

Even as we are living in a present where tech giants are having an AI arms race to strengthen their experiences and increase their customers loyalty most people still prefer human interactions even though [...]