How AI Can Dramatically Improve your Contact Center
#Digital Transformation, #Modern IVR, #Virtual Agent (Chatbots)
How can technology help your business perform better? Answering that question was the key focus at The Future of Work…
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…
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…
Never ask a Customer What you Already Know
#Modern IVR, #Digital Transformation
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
#Digital Transformation, #Modern IVR
In recent months, artificial intelligence (AI) has been everywhere. It seemed like every company added “AI” to their…
Chatbots and the Future of Customer Service
#Virtual Agent (Chatbots), #Customer Engagement, #Digital Transformation
I began 2018 with a few predictions about the ways I expected AI to shake out this year. One of the trends I discussed…
As CFO, I have an exciting journey ahead
#Digital Transformation
Last week I started my new role as CFO of [24]7.ai, a software and services company that uses artificial intelligence…
Goodbye AHT – Hello Time to Intent
#Customer Engagement, #Digital Transformation
For years, Average Handle Time (AHT) has been the standard measure for how companies are doing in containing costs in…
