Service Matters
Nick Clark, Juan Martin MaglioneA blog about the latest news, trends and issues in customer service. Written in a personal capacity.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 85 | Subscribers | Read | servicematters.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
Is your contact centre a cybersecurity timebomb?
Whenever a news article comes out about a company’s IT systems being hacked, it's more likely than not that a contact centre will be mentioned in the story. It's an unfortunate reality that the contact centre is the weak link in the chain o...
Benchmarks: beware!
How does my customer service compare to competitors? What do we do well, and what could we do better at? What should be our targets for the future?
Imagine a world without contact centres
Some of the more high-pitched discourse about AI centres on the potential existential threat it places on certain job roles, including customer service. Here’s Sam Altman, quoted in The Guardian last year:
How winning companies choose a conversational AI partner
It’s a baffling and exasperating world out there. And I’m just talking about the task of picking a conversational AI vendor for your customer service operation - quite apart from anything else going on in the news.
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Authors
The writers behind this newsletter.
I've spent my whole working life in Customer Service, from my first job - handling complaints at a water company - up to what I do now - as a partner at BCG, working with companies all over the world to transform their customer service.
Head of Deep GenAI at BCG, leading global generative AI transformations. With 15+ years across industry, startups, and academia, I build AI solutions that drive growth, efficiency, and impact, and share insights on AI, business transformation.
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