By Adrian Swiscoe
Recently I was lucky enough to have the chance to speak at the Customer Experience Innovation and Tech Fest in Pretoria, South Africa. There I was talking about the need for firms to take a more sophisticated approach to customer experience that would allow them to strike the right balance between the use of the human touch and technology.
This latter idea is supported by data from Voxpro – powered by TELUS International who in a recent survey found that, on average, 68 percent of consumers had not yet used chatbots to get in touch with a brand.
Read the full article here: https://www.forbes.com/sites/adrianswinscoe/2018/12/02/how-to-get-the-human-touch-and-technology-balance-right-in-customer-experience/?utm_content=buffer157e4&utm_medium=social&utm_source=twitter.com&utm_campaign=buffer&fbclid=IwAR1Swi37kVEZFFrjocdEYOS6uyhlZFpubGWbg1C0_zM6F8w2zPPZasEcOqE#36d62a7d3503
Author: Adrian Swinscoe: I write about customer service and the customer's experience. I'm an independent advisor, speaker and best-selling author on customer service, experience and engagement. I have worked with a range of well known brands as well as numerous fast-growing and entrepreneurial firms. I published a best-selling book (April 2016 - Pearson) called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. I live with my wife Hana, by the sea, south of London in the UK. When I get the change I am a keen but average rock climber. Feel free to email me at firstname.lastname@example.org, connect with me on LinkedIn or tweet me on @adrianswinscoe.