Husband & Dad of 2 princesses. #CX #CustServ #PMP #PMO #projectmanagement innovator.
Joined August 2012
- Tweets 54,668
- Following 7,215
- Followers 8,654
- Likes 34,279
1,939 Photos and videos
Pinned Tweet
Mar 2
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
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Mar 2
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
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Mar 2
Full article here 👇tinyurl.com/TheALHopper h/t @PMInstitute @GetReworked @HarvardBiz @pmsolutions_usa
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Feb 9
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…
Feb 9
@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?
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18 Sep 2024
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
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2 May 2024
The @CXAccelerator dropping knowledge and bringing #cx #servantleadership together at #callcentercampus
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24 Feb 2024
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
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Al Hopper retweeted
29 Nov 2023
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
29 Nov 2023
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?
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29 Nov 2023
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
29 Nov 2023
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?
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29 Nov 2023
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
29 Nov 2023
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?
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Al Hopper retweeted
29 Nov 2023
*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
29 Nov 2023
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?
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Al Hopper retweeted
29 Nov 2023
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?
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Al Hopper retweeted
29 Nov 2023
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
29 Nov 2023
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?
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29 Nov 2023
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
29 Nov 2023
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Al Hopper retweeted
29 Nov 2023
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?
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29 Nov 2023
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.
29 Nov 2023
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?
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Al Hopper retweeted
29 Nov 2023
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?
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29 Nov 2023
28 Nov 2023
#B2B #B2C Consumers
🗨️ This chat's for YOU
🤔 “How Has Customer Service Evolved Since this chat debuted in 2009??”
The FASTEST hour on @X:
The 14th Year of #Custserv chat
TONIGHT 9pm ET/6pm PT
#cx #customerservice #technology #AI
w/ me and @GregOrtbach
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Al Hopper retweeted
19 Sep 2023
I don't know where my company comes up with these insights ..... but I really enjoy the messages! @EtechGS
#leadership
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