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…
How One Bad Experience Can Turn Customers Off Forever
#Artificial Intelligence (AI), #Blended Experiences, #Virtual Agent (Chatbots), #Reduce AHT
When it comes to blended experiences, success hinges on chatbots and agents handing off interactions absolutely…
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…
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…
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
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…
