Criticisms on existing face-to-face practices and how the iQeQ approach can counter them   From the customers viewpoint IQeQs approach is to design solutions to deliver: Advisors working from a script A choice of scripted or random ‘natural’ conversation Non-expert advisors 'Best advisor’ expertise, skills and knowledge Little context setting or driving conversation by A way of contextualising and mapping the customer objectives objectives to the product/service Not able to make decisions as the impact on their That shows comparisons, the impact of their decisions objectives is unclear or not complete and the ability to re-prioritise Operators finding difficulty in processing customers' ‘Best advisor’ expertise, skills and knowledge requests effectively Departments do not communication with one A way of capturing the customer ‘story’ that can be another, ask similar questions and don’t know the shared across the organisation customer ‘story’ Takes too long The appropriate amount of time to each customers need From the organisational viewpoint Most existing systems get in the way of A selling conversation conversational selling Difficulty in delivering the appropriate type and That align the conversation, solution and training all in quality of training to support the advisor one Training too far removed from day to day context Contextualise training into the solution Existing systems can be too prescriptive and the A non scripted, challenging and customer driven advisors get ‘bored’ interaction- that is different each time Need to get advisors to use the solution consistently Increased personal results through increased useage Need to increase cross selling/referrals A method of capturing the customers extensive story to uncover leads Order taking not selling A conversational platform rather than a linear process