One of the pitfalls with new tech is what I like to call "so ein ding muss ich auch haben". It happens to all of us: something bright and shiny comes along, people are raving about successful case stories and theories about Darwinism. We are on our way to the peak of inflated expectations. You … Continue reading Do you really need a chatbot?
"...this won’t be quick or easy. Implementing () requires the right technology, the right data, the right use case, the right design, and the right cultural mindset." It could have been written 6 years ago, back when we were all wondering what to do about the brave new world of (b2b) social, but it's actually … Continue reading Chatbots and the future of customer-centric communication
It was a misty, rainy Danish fall morning on the docks of Nordhavn, but we were greeted by a red carpet and a saxophonist. Inside, notes of pink and purple helped keep us warm, We were in a restored old salt warehouse, but with 500 colleagues, music, and beautiful artwork on the ceiling, you could … Continue reading #komfosummit trend alert: 6 trends to watch
På mit arbejde, i mit fag, i min branche, ja, nærmest alle steder lader det til, taler vi højt, vidt og bredt om kunden i centrum og den samlede kundeoplevelse. Da jeg fornylig var i en større svensk high-street kæde havde jeg en oplevelse, der satte tankerne i gang om hvad der sker, når nye … Continue reading Gør det nu nemt for pokker: om kundeklubber