Stuart LambertAssisting human-to-human interaction: the best use case for AI?A collection of articles on the subject of AI’s current role in customer serviceJul 1, 2019Jul 1, 2019
Stuart LambertEmpathy: the customer experience differentiatorWe live in a time where empathy is hard to find.Jun 25, 2019Jun 25, 2019
Stuart LambertinTwistCXKilo-what? Innovation in retail energyThe retail energy market remains too focused on delivering products and services rather than serving the underlying outcomes consumers are…Aug 1, 2017Aug 1, 2017
Stuart LambertinTwistCXLow-cost airlines: paying you to flyWOW Air Founder and CEO, Skúli Mogensen, is used to disrupting an industry dominated by struggling flag carriers and regional low-cost…Jul 17, 2017Jul 17, 2017
Stuart LambertinQologyThe top 3 ways to irritate your callers(And some ideas on how NOT to do so)Oct 17, 2016Oct 17, 2016
Stuart LambertinQologyThree ways to measure “experience quality”Assessing the quality of raw materials, products or services is relatively easy.Oct 10, 2016Oct 10, 2016
Stuart LambertinQologyHow hard can it be? Evaluating customer effortThe harder something is to do, the less likely it is that it will be successfully completed.Oct 5, 2016Oct 5, 2016
Stuart LambertinQologyThree ways brands make improving Customer Experience harder than it needs to be(and how to spot them)Aug 18, 2016Aug 18, 2016