A False Choice: Who Comes First, Customers or Employees?
As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject.
Bob Thompson
Latest Articles
- How AI Can Calm Angry Customer Chats, With Real Support Scripts
- Are You Delivering Truly Inclusive Customer Service?
- Cloud vs. On-Device OCR: Which Architecture Delivers Better Accuracy and Scalability?
- The Deflection Trap: Stop Treating the Voice Channel as the Enemy of Efficiency
- 10 Digital Customer Service Trends to Watch in 2026
Latest News
- SCTelcom and GOCare Team Up for Better Broadband CX
- Serve First Gets £5m New Funding to Boost AI Customer Experience Platform
- SoundHound AI and ACG Partner to Deploy Agentic AI Across Regional Telecom Carriers
- Five9 and Assembled Expand Partnership to Tackle Multi-Agent Workforce Challenges
- NiCE Selected by Openreach to Drive Major Service Transformation