@AlHopper_

Husband & Dad of 2 princesses. #CX #CustServ #PMP #PMO #projectmanagement innovator.

 San Antonio, TX
linkedin.com/in/thealhopper
Joined August 2012
  • Tweets54.6K
  • Following7.2K
  • Followers8.6K
1.9KMedia
If a company is really doing #CX right, data is the key. You've got to be basing your actions on data. But using customer data requires a careful review of the ethical considerations, especially now with GenAI grabbing data everywhere. Attention and care are keys. #custserv
Marsha Collier
@MarshaCollier29 Nov 2023
Q9 | #custserv With the growing emphasis on data-driven decision-making, how have companies leveraged customer data to improve service quality, and what ethical considerations have emerged in this context?
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We've been saying this for a long time, haven't we? ⌛️ #custserv
Roy Atkinson@RoyAtkinson29 Nov 2023
People, Process, and Technology - in that order. #custserv
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*Some* companies of done personalization well. It's very difficult to scale, so many resort to persona-lization (substituting personas for individuals). Some just don't try and slap "Just for you" on mass communications to make it look like personalization. #custserv
Marsha Collier
@MarshaCollier29 Nov 2023
Q5 | #custserv In the era of personalization, how have companies successfully tailored their customer service experiences to meet individual needs, and what challenges have arisen in this pursuit?
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Q5 | #custserv In the era of personalization, how have companies successfully tailored their customer service experiences to meet individual needs, and what challenges have arisen in this pursuit?
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Immensely, and I know it is important to companies to deliver across multiple channels without having to make the customer repeat and repeat the same info. Seamlessness is a differentiator. #custserv
Marsha Collier
@MarshaCollier29 Nov 2023
Q3 | #custserv Considering the remote nature of business today, how has the evolution of customer service been shaped by the increasing importance of providing seamless support?
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Q2 | #custserv In what ways have advancements in artificial intelligence and chatbot technology influenced the customer service landscape, and how have customer expectations adapted accordingly?
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Q1 | #custserv How has the rise of digital channels, such as social media and messaging apps, transformed the way companies approach and deliver customer service in the last 15 years?
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I don't know where my company comes up with these insights ..... but I really enjoy the messages! @EtechGS #leadership
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The Senior leaders of the Roosevelt JROTC battalion were “dressed to impress” for the final Friday of the month. #NEISD #TR
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Integrity isn’t stumbled upon accidentally. Integrity is the result of embracing the journey to always walk in the light. Integrity means that we let our actions speak for who we are & what we believe in. Living,working & leading in integrity is what great leaders do. #leadership
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Rough Rider Battalion celebrates Veteran's Day. Happy Veteran's Day to all the veterans! @WeAreTRHS @NEISD @JrotcNeisd @dr_maika @tlynn31 @sgrona @NEISD_rudyj @MacArthurJROTC @LEEJROTC @ReaganJROTC @JrotcMadison @Churchill_JROTC @johnson_jrotc
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Leadership is influence, but how do you maximize your ability to influence? Please check out my latest article on Linked In! @EtechGS #leadership #YouMatter linkedin.com/pulse/how-influ…
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A2: Lead the way. Say what you'll do, Do what you say, and have the Vision and Tenacity to create something that people can and want to be a part of. #ICMIchat
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Replying to @ndytg
Q1: Our very own @jtwatkin once told me that "customer service is just people helping people" - from external customers to the internal team. This has had the biggest impact on my entire career. Thanks, Watkin. #ICMIChat
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11 Powerful Principles To Become A Successful Servant Leader - @EtechGS #LeadershipDevelopment #servantleadership etechgs.com/11-powerful-prin…
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Great leaders are able to lead with the right amount of both love and accountability. Too much love & not enough accountability, they will love you but they won't become remarkable because of you. #leadership @EtechGS
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Al Hopper retweeted
LeslieO@LeslieO17 Nov 2020
A7 | #ICMIchat Because the economy is going to be rough this year, customers will be more demanding, more uncertain, more vocal when they're displeased. When stressed, people equate their spending with their worth, so they're going to expect a LOT of white glove #customerservice.
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Replying to @JeremyHyde_ @ndytg
I love that you found your "why", Jeremy! So important to embrace the why, to make the change! #ICMIchat
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A4: Increased escalation, decreasing "FCR" which results in higher handle times on subsequent interactions, lower trust, higher likelihood of leaving. Ppl can generally get over a mistake IF you can fix it and do it w/out causing pain #ICMIchat
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Explore how important it is for #ContactCenter leaders to keep their focus on the customer journey and how technology can impact that, in our upcoming ICMI webinar. For free registration and more details, visit: bit.ly/2T11wUJ #AI #CustomerJourney #CX #ICMIwebinar #ICMI
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