Blog: Automation and AI

One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly...

The belief that chatbots can serve customers faster and more cost effectively than humans has fueled immense interest from businesses of all sizes. However, many companies are taking the wrong...

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Many customer...

Artificial intelligence is expanding across the customer experience world. Brands are looking for ways to cut costs while minimizing negative impact on customers. And one of the most significant...

AI-powered bots are infiltrating the contact center—but not in the way most media reports have predicted. Instead of replacing human associates, intelligent virtual assistants (IVAs) are...

In the age of voice assistance, chatbots, and AI, it’s tempting to be an early adopter and implement the latest automated capabilities. But there’s a price to pay if the implementation...

Ask any star athletes what’s the secret of their success and most likely it will be practice, coaching, and feedback. Yes, many have raw talent, but more do great on the field because they...

Lost revenue. Employee burnout. Customer frustration and attrition. These are the business impacts of being unprepared for seasonal surges in customer demand. Seasonal surges range from the...

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

For years, Europe has lagged global leaders in embracing digital transformations. In an age when interactions, transactions, and the overall economy are increasingly happening in the digital realm,...