Tony Dolan

Recent Posts

How to Use Chatbots to Enhance Customer Experience

Posted by Tony Dolan on 04-Jan-2019 16:10:12

The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an engaging customer experience that helps the customer to solve their problem on their first interaction — however long that takes.

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Topics: Customer Experience

How to Design and Implement a Winning Customer Experience Transformation

Posted by Tony Dolan on 19-Dec-2018 10:16:48

In 2019, your customers are people, not numbers.

Driven by growing connectivity and the digital technology enabling it, today’s consumers expect instant, valuable interactions with the companies they buy from. When this doesn’t happen, a bad experience follows. Negative word of mouth isn’t usually far behind.

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Topics: Customer Experience

3 Lessons in Enhancing Customer Experience from a Leading UK Water Provider

Posted by Tony Dolan on 12-Dec-2018 07:05:00

We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and compare prices.

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Topics: Customer Experience

How a Global Fortune 500 Energy Company Consistently Delivers World-Class Customer Experience

Posted by Tony Dolan on 05-Dec-2018 11:43:39

Today's customer wants to be treated like a person, not a number. But delivering seamless customer experience (CX) at scale typically presents a significant challenge for global corporate enterprises. Multiple teams serving different business areas often bring consistency into question, which suites of disparate tools and processes only complicate. Business leaders keen to drive customer retention and increase advocacy must look to bring all their teams and CX technologies into alignment.

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Topics: Customer Experience

Why Your Business Needs Unified Communications

Posted by Tony Dolan on 20-Nov-2018 12:12:31

Many of us can remember a time when email and instant messaging were revolutionising workplaces around the world. The ability to send a message to someone in another office or another country was remarkable. However, we’ve come a long way since that moment. Instant, digital communication has become the norm. And while it’s much better than what we had before, the limited integration among the different systems we use, combined with a lack of user-friendly interfaces, means that we’re still wasting a lot of time, making us less efficient and less productive. 

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Topics: Unified Communications

What is Digital Transformation?

Posted by Tony Dolan on 29-Oct-2018 11:11:21

We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening. These developments are part of the customer service digital transformation, and it’s important you find a way to make use of the best technologies available to improve customer experience and maximise efficiency.

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Topics: Digital Transformation, Customer Experience