Jaquie Scammell

Swept up in the rush to implement AI, it’s easy to succumb to the narrative that machines will replace humans in every field, including service. It’s even easier to miss the nuances that make human service irreplaceable.

Jaquie Scammell reflects on her days working the McDonald's drive-thru and how those lessons can apply to great click-and-collect service.

Are you a business owner trying to help and communicate with valued customers and colleagues? The following two checklists will help.

Our desire for speed and convenience compromises customers’ greatest and most basic needs, and mediocre customer service is at an all-time high in Australia