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Bots, droids and machine learning: The next CX evolutionary milestone?
I’m not a good photographer. I try, but I don’t think I’m patient enough to take truly great pictures. None the less, now and then I’m able to post genuinely remarkable landscapes. It’s not beginners’ luck. It’s Google’s Photos algorithm.
Bots, doids, and machine learning algorithms - to make it easier, we’ll call it “smart tech”- are sometimes hidden in the places you least expect them to be. They are transforming many of our everyday experiences at a speed that we have trouble perceiving.
Inspiring? or Barking mad?
I am certainly not a single case and I am certain lot of us, have been in the same situation, when you wake up one day and you actually realise that whatever you are doing isn’t working. You can’t keep thinking your marriage is working when you know you are moving in different directions, you can’t keep working for 10-12-14 hours per day for someone you are not sure if actually grateful, you can’t keep having your kids looked after by a young Au pair whilst you working silly hours. So, you wake up!
Superheroes need saving too!
Anyone who has worked in the complaint handling industry will tell you that like any jobs, there are good and bad days. What isn’t like most other job is the emotional weight placed on a complaint handler when they have a 40 minute call with someone who alternates between swearing and shouting, and apologising and crying because they feel bad for shouting, and then back to shouting because they feel embarrassed they cried…
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