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…
Forget Uber: Hilton and Argos are Leading
#Customer Engagement, #Virtual Agent (Chatbots), #Modern IVR
Consumer expectations have been driven in large part by the experiences they’ve had with Amazon, Uber and other forward…
Ep. 1: Intro – A Podcast for Intent-Driven Customer Experience
#Customer Engagement, #Virtual Agent (Chatbots), #SolvingForCX, #Podcast
We’re so excited to share the inaugural episode of Solving for CX, our brand-new podcast about intent driven customer…
AI will lead to fewer jobs. So what should businesses do about it?
#Virtual Agent (Chatbots), #Modern IVR, #Customer Engagement
I’ve been asked many times recently to comment on how the rise of AI will impact jobs and the economy, particularly in…
With Chatbots and Agents, Everyone Wins
#Customer Engagement, #Virtual Agent (Chatbots)
By now, we all know that chatbots are an effective way to contain costs while handling a growing number of customer…
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…
Conversational Commerce: What is it and why should you care?
#Customer Engagement, #Virtual Agent (Chatbots), #Conversational Commerce
Conversational Commerce is the next big thing to shakeup the business world and you’ll likely hear a lot about it in…
Should You Build Your Own Chatbot?
#Virtual Agent (Chatbots)
In recent years, chatbots have surged in popularity, with more and more companies using them to automate and improve…
Hey Amazon – Stop Hiding Your Customer Service
In the 90s, Amazon did something in the customer service space that persists today. Like many companies, Amazon added a…
