Alan Finlay – Medium

Alan Finlay

Alan Finlay

How the Internet of Things is Changing Customer Service

When problems arise with your household appliances, like your refrigerator or washer or dryer, whom do you call?

Feb 11, 2019

How the Internet of Things is Changing Customer Service

Feb 11, 2019

Alan Finlay
in
Support Automation Magazine

If It’s Broken, Fix It: The Power of Real-Time Network Monitoring

Nobody likes to wait.

Dec 27, 2018

If It’s Broken, Fix It: The Power of Real-Time Network Monitoring

Dec 27, 2018

Alan Finlay

From Touchpoints to Journeys: Transforming Your Customer Experience with Automation

Customer journey mapping is all the rage these days.

Dec 4, 2018

From Touchpoints to Journeys: Transforming Your Customer Experience with Automation

Dec 4, 2018

Alan Finlay
in
Support Automation Magazine

Automated Support Tasks: 7 Things to Let Bots Handle Right Now

How much easier would your job be if you had a few robot assistants to help you out?

Nov 20, 2018

Automated Support Tasks: 7 Things to Let Bots Handle Right Now

Nov 20, 2018

Alan Finlay
in
Support Automation Magazine

Customer Support Automation Statistics — 16 Facts, Figures, and Trends to Watch

The robots are coming — and they’re raising the bar for customer support experiences.

Nov 13, 2018

Customer Support Automation Statistics — 16 Facts, Figures, and Trends to Watch

Nov 13, 2018

Alan Finlay
in
Support Automation Magazine

It’s Not You, It’s Bots: Why Some Customers Prefer Self-Service Support Over Human Support Agents

Given the choice, some of your customers would rather interact with a machine than speak to a member of your support team.

Aug 7, 2018

It’s Not You, It’s Bots: Why Some Customers Prefer Self-Service Support Over Human Support Agents

Aug 7, 2018

Alan Finlay
in
Support Automation Magazine

Smarter Customer Experiences: 9 Real-World Examples of AI in Customer Support

By now, you’ve probably noticed that artificial intelligence is making its mark across a range of industries and roles.

Jul 31, 2018

Smarter Customer Experiences: 9 Real-World Examples of AI in Customer Support

Jul 31, 2018

Alan Finlay
in
Support Automation Magazine

The Evolution Of Customer Experience: 30 Eye-Popping Stats on Satisfaction, Retention, and Loyalty

Regardless of the oxymoronic, tongue-in-cheek nature of this quote, the Hall of Fame catcher made his point clear — he had a poor…

Jul 17, 2018

The Evolution Of Customer Experience: 30 Eye-Popping Stats on Satisfaction, Retention, and Loyalty

Jul 17, 2018

Alan Finlay
in
Support Automation Magazine

The Rise of Superhumans: How AI Is Making Us Smarter, Faster, and Better at Work [Infographic]

Artificial intelligence isn’t just making machines smarter, it’s also enhancing human intelligence, performance, and productivity —…

Jun 8, 2018

The Rise of Superhumans: How AI Is Making Us Smarter, Faster, and Better at Work [Infographic]

Jun 8, 2018

Alan Finlay
in
Support Automation Magazine

A Glimpse into the Future of AI Customer Service: The Next Frontier of Support Operations

Technology is changing every aspect of how we do business, including how customers interact with brands and the type of support available.

May 28, 2018

A Glimpse into the Future of AI Customer Service: The Next Frontier of Support Operations

May 28, 2018

Alan Finlay

Alan Finlay

Marketing, Growth, Customer Success. I write about how How AI, chatbots, and other technologies are reshaping the world of customer service.

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