Articles filed underCustomer service
Will human customer service soon be a thing of the past?
By Pierre-Nicolas Schwab •
In this article, I explain why and how AI, particularly generative AI, will replace human presence in customer service. No customer service will be spared, not even in physical stores.
NPS soon to be abandoned by 75% of businesses?
For customer satisfaction specialists, this title is very enticing. The Net Promoter Score (or NPS), the star metric of customer satisfaction, will be abandoned by 75% of businesses by 2025. This prophecy is, in fact, the result of research put forward by Gartner. Problem:…
Customer satisfaction and paid customer service: a contradiction?
There was a time when customer service was the cornerstone of customer satisfaction. But the Covid crisis happened, and some companies, which were used to being different thanks to a free service, had to rethink their strategy. This is the case of BNP…
