Erika Simpson – Medium

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Erika Simpson
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Voices of Change

Better service? Empower customers to build their own

Many of us welcome bring-your-own-bottle in restaurants (BYOB) and bring-your-own device (BYOD) for technology. What if you could offer…

5 min readOct 21, 2021

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Better service? Empower customers to build their own

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Erika Simpson
in
Voices of Change

Are you ready for a service infusion? Here are 3 ways to get started.

Whether your organization refers to it as “customer support,” “customer care” or “help desk,” the customer service function typically…

4 min readJan 31, 2022

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Are you ready for a service infusion? Here are 3 ways to get started.

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Erika Simpson
in
Voices of Change

How can you use AI to support better conversations?

Service interactions are the heart of your brand and the core of your relationship with the customer. We are in a world where customer…

5 min readJan 24, 2022

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How can you use AI to support better conversations?

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Erika Simpson
in
Voices of Change

Show empathy or know context: Which matters more?

There’s no question that empathy is key in customer service and support, but it’s only a limited part of the success equation. When an…

5 min readNov 15, 2021

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Show empathy or know context: Which matters more?

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Erika Simpson
in
Voices of Change

Why customer service is your most important product

First-call resolution. Average handle time. Transfer rate. Self-service utilization. For decades, companies have used these and similar…

4 min readAug 11, 2021

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Why customer service is your most important product

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Erika Simpson

Erika Simpson

Erika has over 23 years of extensive expertise across industries with value-led large scale transformation programs for customer service operations.

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