By James Pendergast, Senior Vice President, AARP Experience | May 10, 2018 | CCE, CCS, CCW
There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer Experience (CX) ball! Personalizing a customer’s journey with...
By Rob McDougall, President and CEO, Upstream Works Software | Feb 22, 2018 | CCS
I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry magazines, predicting customer preference seems to be the thing to strive for today. The theory behind it is that customers...
By Jaime Bailey, VP of Marketing, VHT | Feb 7, 2018 | CCS
With service now the biggest competitive differentiator, it’s no longer enough to provide efficient, or even tailored service. Today’s customers expect an increasing level of personalization and will choose to buy from the brands that are able to offer service...
By Katie Sekelsky, Graphic Designer, VHT | Feb 7, 2018 | CCS
Many types of customers contact your brand. Prospective customers wanting to learn more about your products or services. Existing customers with questions or who want to purchase an upgrade from you. Existing customers who are experiencing issues. But no matter the...
By SmartAction Company LLC | Jan 31, 2018 | CCE, CCS, CCW
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...
By Adam Schouela, Fidelity Investments Vice President, Product Management – Emerging Technology, Fidelity Labs | Jan 31, 2018 | CCS, CCW
Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our latest virtual reality (VR) prototype, which uses empathy training to guide new employees through a virtual...
