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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The Foundational Pillars of Omni-Channel Success
Implementing 2-tier ERP – Making it work
The advantages and disadvantages of a 2-tier ERP strategy In my last blog I looked at the reasons why a…
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 MoreA 2-tier ERP? – Don’t rule it out!
When a business should consider a TWO-TIER ERP STRATEGY Today’s ERP landscape is mature, with most companies having implemented some…
Read MoreThe complex task of keeping modern naval fleets primed and ready
The naval support chain is getting bigger. Just consider the scale of the US Navy. The 250+ strong fleet contains…
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 MorePedal to the metal: Pushing new boundaries in automotive manufacturing
The automotive industry is already in the middle of huge market change. Cars and commercial vehicles are getting smarter, 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…
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