Many organizations want to provide an omni-channel experience, but few are doing it consistently well. If you’re a contact center…
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Susannah is focused on demand generation and product marketing within the UK market. Prior to IFS, Susannah led the marketing and business development teams for mplsystems and transformed the go-to-market strategy, product positioning and analyst relations for their field and customer service solutions. Prior to that Susannah led Product Management and Pre-Sales teams in Nortel and was instrumental in the rapid growth of their optical business in Europe.
The Foundational Pillars of Omni-Channel Success
Where Does AI Belong in the Retail Customer Experience?
One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of…
Read MoreWill AI Eliminate Humans in the Retail Contact Center?
When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…
Read MoreThe Emergence of Artificial Intelligence within Customer Service
Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or…
Read MoreFinding the Perfect Balance of AI and Agent-Assisted Service
While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care…
Read MoreIntroducing Conversational AI in the Contact Center
What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move…
Read MoreCross-Functional Cooperation is the Key to AI Success
When you ask customers what they want from their experiences with your organization, simplicity and ease top their list. Furthermore,…
Read MoreThe First Step to Integrating AI in Your Customer Experience
When adding artificial intelligence to your organization, the best first step is to create a plan for integrating AI and…
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