Keeping the Customer Promise

EFG Companies has won multiple Stevie Awards since 2014 for its excellent customer service.

Operations People Development Technology Self-Service

Mastering the Hybrid Retail Experience

Cross-channel conversational AI can help open consumers’ wallets.

Operations Technology Self-Service Artificial Intelligence

Low-Code/No-Code AI-Enabled Chatbots

There has been a recent influx in flexible DIY chatbot solutions, such as IVAs, to bring the power of conversational AI to the hands of business users.

Technology Self-Service Artificial Intelligence Editor's Picks

CX Is About to Change (Again)

Customer interactions are about to get a lot more complicated. It’s the job of contact center agents and CX experts to make those experiences feel simple.

Technology Omnichannel Self-Service Artificial Intelligence Editor's Picks

Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

This automated, intelligent and efficient way to connect people to knowledge, ushering in a new era of ‘Knowledge Anywhere,’ has never come at a better time.

Technology Self-Service Artificial Intelligence

How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Having proven their mettle and efficacy on the customer front lines, [IVAs] are quickly graduating to a manager role in the organization.

Technology Self-Service Artificial Intelligence

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

This ability to be wherever a customer’s journey starts or ends gives KM solutions the unique ability to fulfill the true holy grail for customer experience-savvy organizations: increasing...

Technology Self-Service Assisted Service

How to Promote Customer Loyalty in the Age of Complexity

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Technology Self-Service White Papers COVID-19 Customer Retention

Time to Get Really Excited about Self-Service

Now we are on the cusp of great change with what technology can do for self-service, and it’s not just the same old thing.

Technology Self-Service

Seamless Self-Service Starts in the Contact Center

Modern consumers want to self-service if they can do so in an efficient and effective manner.

Technology Self-Service White Papers

Voice-First Experiences Offer Help in the Moment

Understanding the nuances of the customer contact will help determine the best interactions for voice-assisted help.

Technology Self-Service

Imagining the Possibilities with AI

Remember that AI is not going to just run on its own. You need people involved for the “human-assisted learning” to determine how to act on the insights and opportunities the system discovers.

Operations Assisted Service Technology Self-Service

Simply Automating Isn’t Enough

There’s one final key to making self-service successful: trust.

Technology Self-Service

Rosie the Robot Meets Margot the Wine Bot

Chatbots work best when the user has a clear idea of a question in mind, and that is usually the case in customer service.

Technology Self-Service

Can AI Replace the Call Center’s Human Agents?

There are some tasks that automated processes will never be able to accomplish with the same results or general efficiency as a human being.

Technology Self-Service

AI: Streamlining Contact Center Technology

Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for growth.

Technology Self-Service

Hello, HAL! Artificial Intelligence in the Contact Center

While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.

Technology Self-Service

Artificial Intelligence: Friend or Foe?

Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.

Technology Self-Service

Inside View: MOO

Anyone can copy your software, but it’s very hard to copy your hiring and training strategy, and your culture. Those are the two fundamentals that have set us up for success.

Technology Self-Service Strategic management

Upgrade the Self-Service Experience

There is a massive focus in the industry to try to push customers toward digital, not just to reduce costs, but because customers are asking to have those channels available.

Technology Self-Service

Texting with Customers

Text is the app that never leaves your phone. It’s the only app that everybody has that is consistent no matter which mobile platform or wireless carrier the consumer uses.

Technology Self-Service Strategic management

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