Legions of managers in services organizations have been trained to optimize for lower cost, for improving the per head productivity and for focus on just scaling service operations.I just recently came across this presentation from Marie Moesgaard and she has an important point in reminding usto […]
Chatbots get better and better – but will that improve service ? With AI and better adoption of user preferences chatbot interactions become more natural and generate a better user experience. Question is if that will lead to better service.During my research I came across Katja Raunio […]
Alles braucht immer so lange, wie Zeit dafür vorhanden ist. Dies ist eine der grundlegenden Aussagen der „Parkinsonschen Gesetze“. Praktisch bedeutet das, dass Menschen dazu neigen vieles auf den letzten Drücker zu erledigen. Ob das nun die Winterreifen sind, die erst beim ersten Schnee gewechselt werden, […]
A robot as your barista ? R we appreciative for service bots ? While travelling in California recently, I had my first robot-made Cappo. Not from an Automatic-Coffee-machine, no no. Fresh Beans from a separate grinder, an Italian Espresso machine – milk, steamed in a can. All […]
Management pitfalls: The Parking lot Departement Just imagine: Its a sunny day and you, the CEO of a fast growing startup, enter the parking lot of your fancy office. Its the day new investors will visit and you are really focused on impressing them. While walking […]