Monthly Archives: July 2012

Mass Customization of Banking Services: The Barclays Features Store

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Is Lola the future of customer service?

I found this Technology Review article on the BBVA’s Lola virtual assistant for bank customer service very thought provoking.  Please note particularly: “The research group that invented Siri, the virtual assistant built into Apple’s iPhone, has built her a smarter … Continue reading

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Prank on a Belgian call center

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The British Airways Know Me Program

This Evening Standard story on the British Airways Know Me program started a lively internet conversation on the customer experience management and the privacy implications of this concept: “The airline said it wanted to be able to deliver a more … Continue reading

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