Customer Experience Predictions 2019: Part 3
#Customer Engagement
Think about the last time you Googled something, and Google wasn’t able to successfully autocomplete what you were…
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…
Customer Experience Predictions 2019: Part 2
Chatbots have come a long way in recent years. Early bot deployments were limited in the potential they could offer…
Customer Experience Predictions 2019: Part 1
Customer experiences have changed a lot in the past few years. Technology has made it possible for customers to connect…
How Conversational Commerce Improves the Retail Experience
#Customer Engagement, #Virtual Agent (Chatbots), #Conversational Commerce
The holiday season is officially upon us, meaning that millions of people around the world will soon be heading to…
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…
Black Friday Bargains Aren’t Just for Customers
#Customer Engagement, #Virtual Agent (Chatbots)
It’s the most wonderful time of year… for retailers. Black Friday and Cyber Monday are around the corner, meaning…
The Digital Disconnect: Why Your Marketing Needs an Overhaul
#Customer Acquisition, #Customer Engagement
Are your digital marketing efforts starting to feel less effective than they used to be? You’re not alone. Customer…
