Holiday Tree Ornament Lights

How To Provide Great Customer Service During the Holidays

I remember distinctly one year where my mother received a new Macbook for Christmas. While she was excited to have a new computer, she couldn’t figure out the best way to transfer files from her old PC to her new Read More

Christian-Viatte-CEO-Mila

On-Demand Service: An Interview with the New CEO of Mila

  With Swisscom’s investment in crowd customer service startup Mila, founder and former Mila CEO Manuel Grenacher will transfer his responsibilities to Christian Viatte. Previously Head of Service Experience and Innovation at Swisscom, Viatte (40) will immediately take over operations Read More

Share Economy Infographic

Fifty Shades of the Sharing Economy

Everyone has needs, but what if you could get by without buying all of the things you need from traditional businesses? You get your furniture for free second-hand from Craigslist, borrow power tools to hang curtains from a neighbor, order Read More

Swisscom wins the Crowd Collaboration Award for crowd customer service

People are using technologies to share their resources, such as automobiles, houses, tools, or even their own labor, with other people. Crowd Companies, an organization under the management of Jeremiah Owyang, has set itself the objective of showing companies how Read More

Manuel Grenacher Mila CEO

Mila CEO Manuel Grenacher: A Profile

Hi, What’s your background? Were you always interested in customer service and the crowd? Manuel Grenacher, Mila CEO: My background is in computer science, so it was more tech-y than service oriented. My parents run a small company that produces Read More

O2 Arena

How Telecom Providers Can Improve Customer Service Using the Power of Their Customers

When it comes to customer service, telecom companies are frequently ranked as one of the worst providers. A recent UK customer satisfaction survey found that telecoms’ customer service quality has been declining in the past 18 months. If telecom companies Read More