Blog Articles by Customer Engagement

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April 24, 2015

Natural Language—Why Companies Are Gearing Up to Hear You Better

#Customer Engagement, #Virtual Agent (Chatbots)

“Natural Language” has come a long way. This ability for computers to understand what people say or type started in…

Author Image Kevin Payne
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April 20, 2015

Take Advantage of Customers Mobile-First Expectations

#Customer Engagement

Most of us live on our smartphones, relying on them for communication, information, directions and entertainment. It’s…

Author Image Kevin Payne
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April 17, 2015

Introducing a New Kind of Human Talent for Customer Engagement: Digital Agents

#Virtual Agent (Chatbots), #Customer Engagement

Recently my colleague Hollis Chin posted "A New Breed of Agents Requires a New Breed of Tools." It’s a great read that…

Author Image Reagan Miller
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April 09, 2015

Insider Views: Raising the Tech Bar on Customer Experience

#Customer Engagement

The competition to win the customer through “customer experience” is fierce. Companies should care more than ever about…

Author Image Hollis Chin
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March 18, 2015

A New Breed of Agents Requires a New Breed of Tools

#Customer Engagement, #Virtual Agent (Chatbots)

“Today’s agents are predisposed to searching for the solution over and over again. They don’t directly retain…

Author Image Hollis Chin
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March 11, 2015

Opus Research: The New World Order of Channels That Customers Use

#Customer Engagement

How are people changing the ways they interact with enterprises? In just a few years, mobile devices and digital…

Author Image Hollis Chin
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March 11, 2015

What’s the Big Deal with Big Data at The Gartner Customer Strategies and Technologies Summit

#Customer Engagement

In my earlier blog on the Opus Research report, “Sequencing the Omnichannel Customer Conversation,” I focused on…

Author Image Hollis Chin
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February 18, 2015

Turn Your IVR Into a Digital Customer Service Engine

#Customer Engagement, #Modern IVR

I recently called a government department and, at first, its Interactive Voice Response (IVR) coped well with my…

Author Image Nick Mitchell
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February 13, 2015

Boost Your NPS Up to 20 Points by Being Smart about Chat

#Customer Engagement

We get many questions about ways to increase Net Promoter Score (NPS), which measures how likely customers are to…

Author Image Kevin Payne