AI has always tended to have a ‘Terminator’ reputation. And while robots aren’t about to take over the world, it sometimes feels like big brother is watching over us in the shape of a round plastic object named Alexa or Google. So, over the past month, we’ve asked you to weigh in: what’s the creepiest […]
Read More… from AI on the Creepiness Scale: Real Life Stories
As brands try to differentiate on customer experience, customer journey mapping is becoming more relevant than ever. Whether you are a marketer, a UX designer or a contact center executive, I’m sure that you have heard of the importance of journey mapping exercises. Some of you may already be picturing a bunch of colorful post-it […]
I admit it. I can be pretty impatient at times, so the other day when my son came downstairs to find me yelling at my computer with the remote in my hand, he wasn’t entirely surprised. But it was still a humbling moment. Let me back up a bit here and explain. The picture quality […]
Read More… from When emotions run high, the “cooler head” may be made of silicone
These days, you can’t turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest developments in AI. But for many businesses, AI is more than hype — it’s an important part of how they do business and connect with their customers. And in the world […]
Read More… from AI and the Customer Experience: 3 Situations Where Customers Prefer AI
We’ve talked a lot about omnichannel — what it is, how it differs from multichannel or cross-channel solutions, and how to tell if a solution is ‘true omnichannel’ or just hype. But from a company’s perspective, why is this so important, and what are the major reasons to invest in omnichannel? As many organizations look […]
Omnichannel is an increasingly popular buzzword in the customer care industry. There are many vendors that claim to offer omnichannel solutions — but what does this really mean? In this short video, we sat down with Priyanka Tiwari, Senior Product Marketing Manager, to find out everything you need to know about omnichannel to make informed decisions. […]
Read More… from [Video]: Everything You Need to Know About Omnichannel
There is no shortage of use cases where AI adds value to the customer experience. Whether it’s increasing automation to improve efficiency or providing personalized customer experiences, AI has the potential to improve how customers interact with brands on a daily basis. But for companies looking to justify AI investments, it can be difficult to […]
Read More… from AI Adds Value to the Customer Experience: 3 Use Cases
There are many who would say that Natural Language Processing is experiencing something of a revolution right now. Across various industries, a number of advances — including new machine learning technologies — are coming out that support further advancement of existing artificial intelligence technologies. But what is Natural Language Processing — and, more importantly, what […]
Read More… from How Natural Language Processing Improves Customer Care
Your customer experience is important. It sets you apart from your competitors, affects your ability to retain customers, and impacts your bottom line. But understanding the customer experience can be challenging. What is it like for a customer who interacts with your customer service technology? To understand your customer experience from the customer’s perspective, start by […]
Read More… from How Mapping the Customer Journey can Improve CX