CTS 2018: Good service is about the micro-moments; hiring better and eventually, AI

TORONTO – Powering a customer journey with big data is a new way to look at providing an excellent customer experience, said executives at the 2018 Canadian Telecom Summit on Monday.Antoine Shiu, vice-president of business solutions with Cogeco Connexion said during a panel Monday on customer care he believes that that the journey “starts and ends” with focusing as much as possible on understanding what success looks like for individual customers.Initially, there was a danger of “putting everyone in the same bucket and saying, ‘This is what success looks like,’ when the customer journey is made up of thousands of...