Overview

New forms of customer collaboration facilitated by the Internet will render the traditional model of 'pseudo service' largely obsolete. We are in the midst of a radical power shift in which the customer, rather than the company, will manage the relationship. In the future, businesses will seek ways to provide extreme forms of service to virtual tribes of 'influencers' whose reach already extends far beyond the village store of yesterday. Anthropomorphic behavior, the attribution of human motivation, characteristics, or behavior to inanimate objects, has been evident in some form on the web for years, often characterized by 'humans' who can be called upon to answer relatively mundane questions on web sites, using a combination of speech and written retrieval from sophisticated knowledge bases. However, the real power of this concept is being unleashed through the use of what could be called 'alter ego' persona. This book explores the extreme forms of customer service that will emerge in the future as a result of customers taking advantage of technologically-fueled disruption and companies vying for rapid, pervasive, convenient, complete and value-added service.

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9781482065732

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Michael Cusack is an alumnus of Bell Laboratories and the AT&T Artificial Intelligence Group. He has spent the past two decades specializing in contact center optimization for companies in the United States and Europe, including GE Capital, AT&T Consumer Sales & Service, GIS France, Waste Management, Yellow Freight System, Blue Cross & Blue Shield of California, Bank of America and Novo Nordisk. Cusack obtained his Bachelor of Arts degree from New England College, New Hampshire, and his Master of Arts in Corporate and Organizational Communications from Fairleigh Dickinson University in New Jersey, where he also taught at the graduate School of Arts & Sciences.

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