
Hamish Taylor
CXOonline Pharma With Jeremy White and Hamish Taylor
Adoption of AI
Technology has had a profound effect on customer service expectations. In our “one-click” society, people want their issues to be solved immediately and with minimal effort. During the last few months, organizations are reacting to a disruptive number of customer requests with fewer employees available to respond. The result? More customer frustration. The cost of delivering service is skyrocketing, while satisfaction is at an all-time low. Meanwhile, service professionals are struggling with a reactive service model that lacks visibility into the true reasons why customers are having issues.
Former CEO of Eurostar & Sainbury's Bank / Former Head of Brands, British Airways