Husband & Dad of 2 princesses. #CX #CustServ #PMP #PMO #projectmanagement innovator.
San Antonio, TX
Joined August 2012
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HOT TAKE: Your #AI efficiency gains in project delivery may be quietly defunding your #leadership pipeline.
Here's what the data says — and what the organizations getting it right are doing differently 👇
#CX #ProjectManagement #FutureOfWork
Full article here 👇tinyurl.com/TheALHopper h/t @PMInstitute @GetReworked @HarvardBiz @pmsolutions_usa
Can I get something back @AskPlayStation ? Some type of acknowledgement that you are at least looking into the question? 4 hours and counting with nothing? Not a great #custserv experience for paying customers…
@AskPlayStation I was playing @helldivers2 on the family console w/shared PSN+ w/my login profile last night. This morning the game is locked. I have new PSN+ on same ps5 & same login. If I buy again using my same PSN on new +account do I keep my progress & in-game purchases?
The Leader’s challenge: meeting your team where they want to be and how they want to be while still being the leader…
The Bruce Lee Theory: Balancing Service and Extreme Ownership youtube.com/shorts/JLnDE1y-A… via @YouTube
#LeadershipDevelopment #cctr #Management #custserv
The @CXAccelerator dropping knowledge and bringing #cx #servantleadership together at #callcentercampus
My team is who I work for. They inspire me to be better and more consistent so here’s the 1st article in my newsletter on #linkedin linkedin.com/posts/thealhopp… #servantleadership #custserv #cx #cctr
Al Hopper retweeted
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
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?
A9 #custserv
Ethically, companies have to embrace being stewards of the data & all that means. We have to protect our customer data as a priority. Applying data science to said data to truly understand customers is next. That’s not boxing them in, it’s helping via understanding
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?
Al Hopper retweeted
We've been saying this for a long time, haven't we? ⌛️
#custserv
A7 #custserv
There’s been a big investment in both software and time to build and support the #agentexperience through a variety of tools including #ai, pop mini sessions, and trackable coaching effectiveness. There’s also a shift away from promoting performers just because
Q7 | #custserv
Considering the increasing focus on customer experience, how have companies prioritized and invested in employee training to ensure frontline staff are equipped to deliver exceptional service?
Al Hopper retweeted
*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
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?
Al Hopper retweeted
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?
Al Hopper retweeted
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
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?
Let’s not forget the huge role #ai is playing for the #QualityAssurance side of #custserv! We can bring insights faster and from a larger sample size than without it. This makes the #cx better for everyone involved
Al Hopper retweeted
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?
A1 #custserv
For starters, brands can’t hide nearly as well as before the digital channels gained precedence. It caused a shift of volume into the hands of the consumer.
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?
Al Hopper retweeted
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?
#B2B #B2C Consumers
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🤔 “How Has Customer Service Evolved Since this chat debuted in 2009??”
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w/ me and @GregOrtbach
Al Hopper retweeted
I don't know where my company comes up with these insights ..... but I really enjoy the messages! @EtechGS
#leadership
