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…
Four ways to make chatbots feel more human
#Virtual Agent (Chatbots), #Customer Engagement
Chatbots are an effective way for companies to automate customer service and provide the seamless, self-service…
Ep. 4 - Ramesh Kumar: The Virtual Agent – What Chatbots Mean for Your Agents
#Customer Engagement, #Virtual Agent (Chatbots), #SolvingForCX, #Podcast
Ah, the never-ending quest to deliver the best possible customer satisfaction. Nobody can question our intent: We want…
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…
Ep. 2: Art Schoeller – How to Blend Human Agents and Chatbots
Are the machines really taking over? Any time we experience fast-paced change, it’s often accompanied by plenty…
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…
