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How AI Is Driving Intelligent Customer Service

How AI Is Driving Intelligent Customer Service

Advancements in cloud technology and AI are responsible for this seismic shift in customer behavior. The omnichannel customer of today has a huge range of digital and AI enabled customer service options available to them in which to engage with a brand. The way that businesses interact with these …
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Transforming The Customer Experience: Personalization

Transforming The Customer Experience: Personalization

Though the technology has advanced leaps and bounds — even in just the past few years — companies have only begun to crack the surface of personalization capabilities. In Forrester’s Digital Transformation in the Age of the Customer report, only 9% …
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What Digital Customer Experience Pros Will Focus On In 2019

What Digital Customer Experience Pros Will Focus On In 2019

Many say customer experience will be the key differentiator for companies in the digital era. And customers have a long list of requests for brands. A lion’s share of the onus to deliver these experiences falls on marketers and customer experience professionals. Those very folks …
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Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Four and a half minutes. To most people that doesn’t seem like a very long wait. Put yourself in the position of a frustrated customer for a moment. Imagine paying for a product or service, but then one day you hit an unknown snag. You can’t figure out what’s wrong so you call a 1-800 number listed online …
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