When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…
Read MoreRead the latest IFS blog posts from the Service industries experts at IFS here. These authors understand the issues and challenges you face – read their thoughts from around the world on new technologies and market developments in service management. Learn more about IFS’s expertise in the Service industries.
Will AI Eliminate Humans in the Retail Contact Center?
The 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 MoreGeofencing in Field Service—it’s time to lift the barrier
A recent Forrester research study pointed out that organizations leading in customer experience outshined laggards by a significant margin in…
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 MoreLogistics operations: When and how to get into reverse
The simple act of returning products, parts and subcomponents back into inventory involves multiple steps and business entities—from the customer…
Read MoreField service in focus: IFS and NEC bring FSM excellence to Japan
Field service management (FSM) is beginning to get a lot of attention and it’s easy to see why. Intelligently managing…
Read MoreFrom the outside in: Why I decided to join IFS
Last week I joined the IFS team as Field Service Evangelist and Director of Service Management Business Development. For those…
Read MoreHow customer service is being digitally transformed
A recent study conducted by WBR indicates that the service industry is at an inflection point. Over the next 24…
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…
Read More
