Bots won’t make us better people, but they might make our people betterImprove human-powered customer service by letting our networks learn and adapt the way a software program doesMar 17, 2021Mar 17, 2021
The “Case Economy:” decentralizing to improve decision-making in customer serviceUse “computational thinking” to improve decision-making in customer serviceMar 11, 2021Mar 11, 2021
Taking a punch: improve resiliency in customer serviceUse “computational thinking” to improve resiliency in customer serviceMar 9, 2021Mar 9, 2021
You’re gonna need a bigger boat: improve scalability in customer serviceUse “computational thinking” to improve scalability in customer serviceMar 4, 2021Mar 4, 2021
Stop taking mental shortcuts: improve resource allocation in customer serviceUse “computational thinking” to improve resource allocation in customer serviceMar 2, 2021Mar 2, 2021
Stick to your priorities without becoming a robot: improve organizational focus in customer serviceUsing “computational thinking” to improve organizational focus in customer serviceFeb 25, 2021Feb 25, 2021
Using software to be more human5 ways computational thinking will revolutionize human-powered customer serviceFeb 23, 2021Feb 23, 2021
The Sociopathic System: Why some customer service programs consistently let us downWhen a system is designed to achieve the “wrong” end, it will routinely and predictably generate customer service failures.Nov 12, 2020Nov 12, 2020
A human response to the rise of chatbotsHow do we design a human-powered customer service program that is meant to coexist with chatbots?Oct 27, 20201Oct 27, 20201