2019 Will Unleash the True Potential of AI for Customer Experience #BigIdeas2019
#Customer Engagement, #Digital Transformation, #Virtual Agent (Chatbots)
Early this year I predicted that there would be a great shakeout in artificial intelligence, culling the herd of…
Your Customers are Elephants
#Customer Engagement, #Digital Transformation, #Modern IVR, #Virtual Agent (Chatbots)
Recently, I was discussing customer experiences, and I got to thinking about the parable of the blind men and the…
Why is Customer Service So Bad at Handoffs?
#Customer Acquisition, #Customer Engagement, #Digital Transformation
I was once approached by Marketplace reporter Sally Herships who asked me a simple yet profound question: “why, when…
Is Your Company Self-Sabotaging? (Part 2)
#Customer Acquisition, #Customer Engagement, #Modern IVR
“Indiana Jones and the Temple of Doom,” wasn’t the best of the Indiana Jones movies. It was flagrantly racist, and…
When AI and Emotion Collide, Consumers and Brands Win
#Customer Acquisition, #Customer Engagement, #Virtual Agent (Chatbots), #Modern IVR
For thousands of years, consumers and businesses only interacted in person, and it was easy to understand the emotions…
Forget Uber: Hilton and Argos are Leading
#Customer Engagement, #Virtual Agent (Chatbots), #Modern IVR
Consumer expectations have been driven in large part by the experiences they’ve had with Amazon, Uber and other forward…
AI will lead to fewer jobs. So what should businesses do about it?
#Virtual Agent (Chatbots), #Modern IVR, #Customer Engagement
I’ve been asked many times recently to comment on how the rise of AI will impact jobs and the economy, particularly in…
Never ask a Customer What you Already Know
#Modern IVR, #Digital Transformation
You know what I’m talking about. If you have a problem with your cable service, the only way to resolve it is to call…
AI Trends in the Future
#Digital Transformation, #Modern IVR
In recent months, artificial intelligence (AI) has been everywhere. It seemed like every company added “AI” to their…
