Practical Futurist Andrew Grill helps c-suites facing disruption Practical Futurist Andrew Grill helps c-suites facing disruption Practical Futurist Andrew Grill helps c-suites facing disruption
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    • Home
    • Bio
    • Video
    • Podcast
    • Speaking
      • Topics
      • Calendar
      • TEDx
    • Testimonials
    • Blog
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      • Barclays Eagle Labs
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      • ANZ BlueNotes
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    Archives

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    6
    By Andrew Grill
    In social business
    Posted 21/05/2013

    IBM’s Watson graduates from medical school – takes on customer service

    Those of you that have followed the progress of IBM’s Watson, the supercomputer that won at Jeopardy in 2011, will know that for the last year he has been in medical school, helping with [...]

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    33
    By Andrew Grill
    In social business, social media
    Posted 21/05/2013

    O2 sees 1 million fewer customers calling a call centre – starts the shift to digital

    Interesting news today that UK mobile operator O2 is seeing 1 million fewer customers calling their call centres, so they are investing £50M in more digital services. Quoting from the press [...]

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    25
    By Andrew Grill
    In customer service, social business, social media
    Posted 10/01/2013

    Customer service in the age of social media

    Many of you know that I no longer deal with organisations the old way – I don’t like waiting in a telephone queue because “my call is important”. Instead, I tweet. On [...]

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    7
    By Andrew Grill
    In social media
    Posted 17/01/2011

    Why hospitality and social media are such a good fit

    While many companies are still coming to grips with how they need to change their approach as a result of the rise and rise of social networks, one industry is well placed to capitalise on it [...]

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    5
    By Andrew Grill
    In social media
    Posted 03/11/2010

    What could destroy Twitter? Great customer service

    Twitter should not be seen as a problem for companies, instead it could be the perfect solution, but only if we move from hearing to actually listening. Until now, we may have thought it was just [...]

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    0
    By Andrew Grill
    In social media, twitter
    Posted 12/10/2010

    Twitter practice with yammer

    A trick I have been using with my large corporate clients who are nervous about unleashing their teams onto twitter for customer service is to setup a safe training environment using Yammer . [...]

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     The twitter tax and what it really says about your business
    2
    By Andrew Grill
    In twitter
    Posted 25/09/2010

    The twitter tax and what it really says about your business

    Both Lucy Kellaway (whom I have never met but would like to) and Jonathan Salem Baskin (with whom I shared an enjoyable dinner in London a few months ago) have written excellent pieces on the use [...]

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     Daily Mail article on social media critical of companies that actively seek consumer feedback
    3
    By Andrew Grill
    In social media
    Posted 06/06/2010

    Daily Mail article on social media critical of companies that actively seek consumer feedback

    It must be a slow news week, because a recent Daily Mail article by Jason Lewis titled How ‘BT Sarah’ spies on your Facebook account: secret new software allows BT and other firms to [...]

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    0
    By Andrew Grill
    In social media
    Posted 16/10/2009

    Mind the Social Media Gap

    This article first appeared in the PointZero magazine, issue 2 October 2009. It is often said that marketing helps consumers decide which product they should buy, and the customer service and [...]

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