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…
Digital Transformation in 5 Simple Steps
#Digital Transformation, #Customer Acquisition, #Customer Engagement
Digital transformation is a term frequently tossed around in today’s digital marketplace, and for good reason. It…
Digital Transformation: What is it and why should you care?
Digital transformation is one of the latest marketing buzzwords to inundate the business world, and, like a lot of…
