Simon Peck @s1pec

Joined February 2009

Tweets

340
Followers

70
Following

149
Likes

255

Simon Peck @s1pec

3 weeks ago

@collymonster @toddsaunders CRM is just one element of a company’s needs, having customer management as part of an app that really works the way the whole company does is the way forward.. no need for disparate/different systems any more

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Colin Fitzpatrick @collymonster

2 months ago

IKEA just used AI to automate 8,500 customer service roles - but didn't fire a single person. Instead, they used it to generate $1.4 billion in additional revenue. Let that sink in for a second. Most companies would've used this as the perfect excuse to cull heads. Automate the task, cut the cost, bank the savings - that's the standard playbook. IKEA looked at the same situation and saw a revenue opportunity instead. Here's what they actually did: Billie, their AI chatbot, named after the Billie Bookcase, absorbed 47% of all customer inquiries. The 8,500 people whose jobs were automated weren't laid off - they were retrained - into remote interior design consultants. New skills: room planning, design consultation, IKEA's digital tools. But the real win isn't even the $1.3bn. It's this: Billie made it easier for customers to reach a real human for the stuff that actually needs one. Then there's the part most companies would've treated as a failure: Billie still can't handle 53% of queries. IKEA didn't see that as a gap to fix. They saw it as a map of unmet demand - and built a paid consultancy on top of it. AI didn't replace the workforce. It revealed where the workforce was being wasted. The lessons here aren't IKEA-specific - here's what SMB's can learn too: AI automates tasks, not roles. It wins at repetitive, predictable work. Your people win at empathy, judgement, and the messy stuff. Let people work on the higher value tasks. The questions AI can't answer are gold. What customers still ask for after automation is your unmet demand - and your next paid service. Reskilling doesn't need a big corporate programme. Short, AI-tutored courses and on-the-job practice get you most of the way there. Your employees don't need to be afraid of AI. Tell people the truth - AI's there to take the boring stuff off their plate, not them off the payroll. That's what buys you the loyalty to make any of this work. And growth beats pure efficiency, every time. --- I'm Colin, founder of CXO Studio. We help business owners turn AI confusion into practical business results 🚀 Follow me for insights on how AI is helping SMEs save time, reduce costs, and grow faster. linkedin.com/feed/update/ur…

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Simon Peck @s1pec

3 years ago

@British_Airways BA6160 BGI to MCR didn’t take off last night. Please update your systems so your customers can get help!! You have passengers stranded with no updates or knowledge of how they are getting home! Your support has been very poor so far!!

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Simon Peck @s1pec

4 years ago

Funny what you bump into on work trips!

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talktogenial @talktogenial

4 years ago

We will be at @ICHG2023 next month showcasing our specialist iGene product and more. Find out more about iGene on our website bit.ly/3kgqXSM

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Simon Peck @s1pec

4 years ago

While I understand their policy, other companies I’ve had experience with have extended this for the Christmas period! Just poor customer service !

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Simon Peck @s1pec

4 years ago

The worst customer service form @LacedHq ! Bought an item of them for my daughters Christmas present, unfortunately the wrong size and was looking to return them. I sent an email on Boxing Day and received a response today saying they wouldn’t accept returns over 14 days!

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Simon Peck @s1pec

5 years ago

@LisaNEdwards @CryptoPlotz Ada

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Simon Peck @s1pec

5 years ago

@Felicity_Baker Just seen your piece on stammering and it’s so good that it’s being brought to peoples attention. I’ve been stammering for 50 years and like everyone have felt ashamed and embarrassed about it, and struggled to find my coping strategies.. thank you for doing this

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Esther McVey @EstherMcVey1

6 years ago

Time to consign the vastly overpriced High Speed 2 to the history books. If we want to connect to somewhere / anywhere at super speeds we can do it by Zoom without incurring that astronomical cost. google.co.uk/amp/s/www.expr…

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Simon Peck @s1pec

6 years ago

100 days since lockdown

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Titan Networks - now inTEC BUSINESS @titanmanchester

6 years ago

We would really appreciate it if our followers could RT this updated overview of @titanmanchester and everything we can offer. And, of course, please don't hesitate to get in touch if we can help your business in any way! #WorkSmarter sway.office.com/wfuUnoaOw1rA7X…

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Titan Networks - now inTEC BUSINESS @titanmanchester

7 years ago

Titan are starting to get into the Christmas spirit! 🎅 Christmas tree all set up and some very thoughtful presents from @TangerineComms 🎄 Thank you guys! #20daysleft

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Microsoft 365 @Microsoft365

7 years ago

According to Forrester, IT experts experienced 40% fewer security breaches by shifting to Windows 10 and Office 365 ProPlus. Now is the time to shift your organization. Learn how: msft.social/sNuvPc

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Simon Peck @s1pec

7 years ago

@KnutsfordNews Not uncommon, can’t believe this wasn’t seen when they planned and built the new mere bypass!

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Northern Powerhouse @NPHinfo

7 years ago

A warm welcome to #Altrincham based technology and information company @InTecBusinessSo who are the latest business to join our growing #NorthernPowerhouse Partner Programme. #WelcomeAboard northernpowerhouse.gov.uk/2019/03/northe…