Tag Archives: customer service

8 Changes Chatbots Will Bring to the Workplace

8 Changes Chatbots Will Bring to the Workplace

Meet your new co-worker who never gets sick, never takes vacations and will never quit: a chatbot. Chatbots are here to stay in the digital workplace and companies that wish to remain competitive in the future will ultimately use them.

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Why a Great Company Story Begins With Technology

Why a Great Company Story Begins With Technology

A company’s culture is as great a story to tell as any product narrative the marketing department can create. Customer experience (CX) doesn’t start with the product after all, it begins with the first interactions people have with a company, which typically take place long before they buy anything.

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Google Duplex’s Conversational AI Shows a Path to Better Customer Service

Google Duplex’s Conversational AI Shows a Path to Better Customer Service

Google Duplex, the artificial intelligence system (AI) revealed by Google CEO Sundar Pichai at the Google I/O developer conference earlier this month has been perceived as an outright miracle by some and an almost existential threat by others. With Duplex, Google Assistant can make phone calls  on behalf of users

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Don’t Base Your Brand Community on Hope: Research Matters

Don't Base Your Brand Community on Hope: Research Matters

There are two ways to build a brand community: ask for budget, cross your fingers and hope you’re gathering the right people in the right way; or research potential and existing members and leaders in your organization to find out exactly how a community can best serve the needs of

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How an Engaged Front-Line Workforce Contributes to Great Customer Service

How an Engaged Front-Line Workforce Contributes to Great Customer Service

Customer service is more important than ever in our digital age. According to a recent report by PwC, 73 percent of consumers say that customer service drives their purchase decisions, and 65 percent find great customer service more influential than great advertising.

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The Humanoid Touch: How AI is Changing Customer Experience

The Humanoid Touch: How AI is Changing Customer Experience

Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently. In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents.

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