Susannah Richardson

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.

| | Estimated reading time: 3 minutes | Customer Engagement, Service
Will AI Eliminate Humans in the Retail Contact Center?
Will AI eliminate humans

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
The Emergence of Artificial Intelligence within Customer Service
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…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Finding the Perfect Balance of AI and Agent-Assisted Service
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…

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| | Estimated reading time: 6 minutes | Customer Engagement, Service
Introducing Conversational AI in the Contact Center
Conversational AI

What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Cross-Functional Cooperation is the Key to AI Success
AI success

When you ask customers what they want from their experiences with your organization, simplicity and ease top their list. Furthermore,…

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| | Estimated reading time: 2 minutes | Customer Engagement, Service
The First Step to Integrating AI in Your Customer Experience
Integrating AI

When adding artificial intelligence to your organization, the best first step is to create a plan for integrating AI and…

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