The Fortune 500 Spends Billions on Customer Service. So Why is it So Bad?
#Digital Transformation, #Virtual Agent (Chatbots)
Radical #CX transformation won’t come from one single breakthrough but rather, through the right combination of #AI and…
Humans and AI Must Work Together to Defeat Bad Customer Service
#Customer Engagement, #Digital Transformation, #Virtual Agent (Chatbots)
Without giving anything away, Game of Thrones is about a bunch of humans fighting each other for power while a much…
[24]7.ai Year in Review
The future of customer experience is unimaginable without artificial intelligence. With mind-boggling amounts of data,…
2019 Will Unleash the True Potential of AI for Customer Experience #BigIdeas2019
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…
