Never ask a Customer What you Already Know
#Agent Services, #Contact Center
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
#Conversational AI, #Modern IVR
In recent months, artificial intelligence (AI) has been everywhere. It seemed like every company added “AI” to their…
Is Your Company Self-Sabotaging? (Part 1)
#Modern IVR
Improve your IVR experience Virtual agents and virtual Personal Assistants like Google Home and Amazon Echo are making…
Chatbots and the Future of Customer Service
#Chatbots and Automation
I began 2018 with a few predictions about the ways I expected AI to shake out this year. One of the trends I discussed…
Hey Amazon – Stop Hiding Your Customer Service
#Agent Services, #Chatbots and Automation, #Contact Center
In the 90s, Amazon did something in the customer service space that persists today. Like many companies, Amazon added a…
Why Apple Business Chat will Succeed Where Others Haven’t
The recent announcement of Apple Business Chat, which will connect businesses with customers on iMessage, has major…
Five Ways for B2C Companies to Scientifically Engineer Revenue
Facebook announced this week that companies can now send consumers automated chatbot promotions through Messenger…
Chatbots for Businesses: Fad or Future of Consumer Engagement?
Amazon, Google, Facebook, Tencent, Twitter, and Microsoft are betting big on chatbots (bots), and the tech…
Michael Moritz and George Shaheen on Staying Relevant and Focusing on Customers
#Digital Transformation
How do you make your business relevant for tomorrow? I had the pleasure of interviewing some of the brightest minds in…
