We’ve reached an important inflection when it comes to adoption of emerging tech for Digital Transformation. Use cases for Artificial Intelligence (AI) are beginning to make their way into a variety of software solutions, augmenting automation and helping to improve service outcomes. The thing about all of those technologies is that, as of now, they’re…
When business leaders think about Artificial intelligence (AI), they usually do so in one of two ways. Either they think of it as science fiction, or they see it as a customer-facing gimmick. The reality, though, is that Artificial Intelligence is already beginning to integrate itself into tools used for Digital Transformation in a variety…
It’s easy for an organization to decide to digitally transform their enterprise. They’ve bought into the buzzwords, read the research, consulted the analysts, and seen the figures about the potential cost savings and revenue growth. It all lines up in the abstract, but the question is—how do you actually define what digital transformation means to…
One of the most common mistakes that plagues organizations attempting to chart a path to true digital transformation is the oversight of cultural implications. While some operational changes and even technology investments can be fairly cut and dry, the quest for digital excellence is far more intricate. To reap the real rewards of your digital…
In 2019, as Customer Experience (CX) becomes the key success factor for many Field Service Organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical. Prediction #1: FSOs Will Get Creative To Fill The Talent Gap Talent: How can we find it, hire it, and then keep it onboard? This…
Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and resources. Because of this, when an organization is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are a number of ways…
There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, its ability to capture robust customer insights, and its efficiency in handling contacts make it a very attractive investment for contact center leaders. Customers realize this and…
With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a stellar CX without strong self-service capabilities, and the demand from your customers to take control of their service experiences is only going to increase. I spoke recently with Aly Pinder Jr, Program Director, Service Innovation…
If you believe industry watchers and analysts, the Field Service Management (FSM) market could as much as double over the next five years, to around $5 billion. That growth is being driven by businesses putting strategic emphasis on selling long-term services and guaranteed ‘outcomes’, as well as hikes in consumer expectations around service quality and…
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in customer service and support environments. These projections have many contact center leaders wondering what they should—and shouldn’t—be focused on when it comes to AI adoption in the coming years. What about AI is hype? And…
