In the news – w/c 4th June 2018
We look at the top stories from the customer service industry as well as exploring the latest developments in artificial intelligence (AI) and automation.
KPMG names the best companies for customer service
KPMG has named the global companies that have been rated top for customer service by consumers. In a survey of more than 7,500 people, Navy Federal Credit, USAA, Disney Parks, H-E-B Grocery, Calvin Klein, Publix, Wegmans, Avon, JetBlue Airways and Amazon came out on top, with all the companies being recognized for providing a personalized service and making customers feel appreciated. Read the full story here.
Business must embrace AI within half a decade or risk failure
A recent report from McKinsey Global Institute, titled ‘Notes from the AI Frontier’, predicts that applying a deep learning of technology could boost company revenues by up to 9%. Companies such as Google, Microsoft, Amazon, Baidu, IBM, GE and SAP, already place AI and machine learning at the centre of their business models, with highly lucrative results. Read full story here.
Consumers ditch brands due to poor customer service
Research from NewVoiceMedia has revealed that 42% of UK consumers left a business last year due to poor customer service. The survey, based on independent research of more than 2,000 adults, found that the top reasons for leaving a brand included feeling unappreciated, not being able to speak to a person, and being passed around multiple agents. Read the full story here.
The Internet of Things (IoT) can help manufacturers to improve customer service.
The latest Manufacturing Report from professional services firm Sikich, has found that IoT can help manufacturers to improve all areas of business, including customer service. The research found that fewer than 10 percent of those surveyed use IoT and a further 30 per cent said they have no clear understanding of the technology. Read the full story here.
Author: Editorial team Future. Customer.