“I highly recommend Tema to anyone who wants a CX thought leader to reinforce the importance and urgency of CX, backed up with solid data. She is a pleasure to work with.”
Roger Pugsley, Director of Service Excellence, Oxford Properties
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At first glance, using messaging for customer service may seem like just another version of offering live chat. But messaging is so much better than live chat, says today’s guest, Joshua March, co-founder and CEO of Conversocial, and author of the recent book Message Me. There’s a good reason why messaging has quickly overtaken other…
At the last few marketing and customer experience conferences I attended I wandered through the trade show displays and noticed that almost every company claimed to be using artificial intelligence (AI). Yet when I asked them to explain how they were using it, most were unable to answer. They’d talk some gobbledygook, and/or what they’d…
Why is the car buying experience so awful? Year after year, customers have made it clear that they hate it. They hate the time it wastes. They hate having to negotiate and being left wondering if they got played for a sucker. And yet, that’s the way most dealers still insist on playing it. Like…
Burberry’s flagship London store on Regent Street blends giant screens with old world plush comfort. I’ve been reading about the wonders of Burberry’s flagship London store and its whizz bang technology…
The author, being helped out of a London Black Cab, all of which are outfitted with wheelchair ramps. If you follow me on Facebook or read the Tema’s Travels blog,…
Live chat these days, whether AI-enabled or not, is kind of where the Internet was in 2000. Everyone thinks they’ve got to be there (and they are right!), but…
Our travel year is well underway now. In the past 2 weeks, I’ve stayed in 4 cities: Vancouver, Edmonton, Las Vegas, back to Edmonton, now Boulder, Colorado. Of course it…
