Blog: Automation and AI
Recent Posts
Customer experience is changing at lightning speed. It’s hard to keep up with what’s happening today, let alone step back and think about how to prepare for the future. So we did it for...
Imagine a future where consumers no longer compare and select products, because companies already know exactly what each person wants and automatically deliver the right product. This may...
Digital channels top the list of preferred channels for both acquisition and retention, and continue to grow. Data-driven digital initiatives such as mobile marketing, social media ads, and search...
Do virtual assistants need a personality? If so, what defines the personality of a virtual assistant? Questions like these are becoming increasingly relevant as virtual assistants that are powered...
Business intelligence (BI) remains one of the fastest-paced areas in business. Moreover, not only is BI technology changing rapidly, but the techniques that are used to extract value from data are...
When today’s customers seek help from a company, they want stress-free experiences. Navigating IVRs, repeating information, and being placed on hold can turn a frustrated customer into an...
It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...
In the ever-evolving customer experience landscape, technology is poised to be the primary source of disruption in 2016.To quote Altimeter Group Principal Brian Solis, “Disruption is not...
Despite its nostalgic undertones, the term “traditional” used to describe technology now substitutes as code for old and expensive. Rather, the transition to digital brings with it the...
Customers today have myriad ways of reaching businesses from email and social media to video chat and the phone. As a result, customer and associate interactions are becoming increasingly complex...