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Michelle
Michelle
3/31/2018 10:28:55 PM
User Rank
Platinum
Re: Is it just me?
Agree! Even if you're skilled at moving through automated processes, you need to talk to a human sometimes. I see the same trends on company websites. They make it very easy to use a form, but difficult to talk to someone. 

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Ariella
Ariella
3/21/2018 10:01:13 AM
User Rank
Author
Re: Is it just me?
@elizabethv I also get extremely frustrated with companies that do everything they can to prevent my talking to a person when I have an issue. It's being penny-wise and pound-foolish to do that because while you save on the labor costs, you do end up losing customer loyalty and that will turn into more churn and loss of revenue.

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DHagar
DHagar
3/16/2018 5:37:16 PM
User Rank
Platinum
Re: Is it just me?
@elizabethv - count me in with you on this!  It is as appealing as automated phone calls!  To me, it does not really represent any type of intelligence. 

The true service is where machines and data augment humans to make better decisions and provide better services to the customer.  Now that appeals!

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elizabethv
elizabethv
3/16/2018 4:15:45 PM
User Rank
Platinum
Is it just me?
"Sprint's now teaching bots to become more contextually relevant with their interactions with customers based on all this intertwined data. By doing so, they can understand things like churn and buying habits."

Is it just me, or do other people enjoy getting customer services from "bots." Because personally, I hate it. I hate it so much that I will stop all transactions with a company if I can't get them to get me to a person. I don't care how great a job they can supposedly do with all the cookies they have on my computer. They will never have the true analytical understanding that a human being can. Even is some people do seem suspicioulsy like a bot themselves. 

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elizabethv
elizabethv
3/16/2018 4:13:14 PM
User Rank
Platinum
Re: Good or Bad
@afwriter - I completely agree! I think the general idea becomes, "if you're not doing anything wrong, why do you care?" Except that it isn't as much about not getting caught doing something you aren't supposed to be doing as it not wanting to live in an Orwellian society any more than we have to. 

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DHagar
DHagar
3/15/2018 5:22:30 PM
User Rank
Platinum
Re: Better Data
I think they have hit a fundamental point - not necessarily exciting, but fundamental!  The data becomes the key, and their focus on facts vs. opinions is really smart.  Getting people to use the collected facts to make better decisions will translate into better value - the key to transformation.

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afwriter
afwriter
3/14/2018 4:37:33 PM
User Rank
Platinum
Good or Bad
Of course, this will help Sprint target sales but I wonder how long it will be before this type of intrusive data collection starts to backfire on companies. I live my life fairly transparently but even I am starting to get sick of reading about how many companies are collecting my data and how they are using it. 

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clrmoney
clrmoney
3/14/2018 10:33:34 AM
User Rank
Platinum
Better Data
I think we all always need more data with new products and services coming out and I'm sure it will much needed dealing with the digital world. Of course we need better for anything that we are trying to do if it is outdated in need of an upgrade.

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