Blog Articles by Hollis Chin

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July 17, 2015

Customer Experience Listicle: Top Analysts to Follow

#Customer Engagement

If your time constrains you to following a limited number of customer experience analysts, this listicle is for you.…

Author Image Hollis Chin
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May 19, 2015

Recipe for Omnichannel: Mix Equal Parts Audacity and Pragmatism

#Customer Engagement

Customers live in an omnichannel world. Omnichannel is the ability for a customer to use multiple channels and devices…

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April 27, 2015

Here’s How Artificial Intelligence Can Really Help You

#Customer Engagement

Sure, Watson beat Ken Jennings in Jeopardy but how does AI help you serve your customers? Suppose that instead you…

Author Image Hollis Chin
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April 09, 2015

Insider Views: Raising the Tech Bar on Customer Experience

#Customer Engagement

The competition to win the customer through “customer experience” is fierce. Companies should care more than ever about…

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March 18, 2015

A New Breed of Agents Requires a New Breed of Tools

#Customer Engagement, #Virtual Agent (Chatbots)

“Today’s agents are predisposed to searching for the solution over and over again. They don’t directly retain…

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March 11, 2015

Opus Research: The New World Order of Channels That Customers Use

#Customer Engagement

How are people changing the ways they interact with enterprises? In just a few years, mobile devices and digital…

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March 11, 2015

What’s the Big Deal with Big Data at The Gartner Customer Strategies and Technologies Summit

#Customer Engagement

In my earlier blog on the Opus Research report, “Sequencing the Omnichannel Customer Conversation,” I focused on…

Author Image Hollis Chin
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February 06, 2015

Do You Have What It Takes to Create a Center of Customer Excellence?

#Customer Engagement

Gartner is preparing to introduce its inaugural Magic Quadrant for the Customer Engagement Center. It'll be a great…

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September 23, 2014

A Playbook for Customer Experience featuring Gartner Insight

#Customer Engagement, #Modern IVR, #Virtual Agent (Chatbots)

The Gartner Hype Cycles are just being released for 2014. [24]7.ai has been listed in the this year’s Hype Cycle for…

Author Image Hollis Chin