One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When…
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Why Agent Engagement Hinges on Tool Effectiveness
If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…
Read MoreIndustrial IoT trend advancing rapidly despite strong headwinds
Selecting and implementing any enterprise technology is not a rapid process. And the internet of things (IoT), as an enterprise…
Read MoreWhere 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 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…
Read MoreHelp, robots will replace our jobs!
Well, at least I don’t believe that. They will definitely change the how we work or, even better, how we…
Read MoreWhat’s next in Engineering, Construction & Infrastructure: Three key software selection criteria
In my previous blog, I outlined key trends facing engineering, construction & infrastructure organizations – digital transformation, Building Information Modelling…
Read MoreCan an AI chatbot deliver great customer service?
Customer service is a people-focused business, and according to the Harvard Business Review, there are elements of service that are…
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