2018 Chatbots Multichannel Personalization 
Creative Virtual
DECEMBER 13, 2018
As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. We can’t mention recognitions without a special shout out to the Transport for NSW team and their chatbot RITA on having an exceptional year. Congratulations!
COPC
JUNE 20, 2019
While, in theory, technology-assisted transactions may seem to be the inevitable conclusion of the evolution of customer service, it doesn’t mean that personal care and attention – either in face-to-face problem solving or talking to a live person on the telephone – can be left to sort itself out. Chatbots . Our Research.
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HGS
MAY 2, 2018
At the current rate, digital is expected to overtake voice in 2018. The first one was the de-emphasis on omnichannel and preference for multichannel. Q3: Did anybody share any really good examples of companies doing chatbots well? Some of the big banks that were in attendance have invested a lot of money in chatbots.
Upstream Works
DECEMBER 11, 2018
As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.
aircall
DECEMBER 13, 2018
Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?
VocalCom
JANUARY 15, 2018
While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. Indeed, chatbots and virtual assistants will continue to transform customer service. Personalization. Artificial intelligence. Augmented reality.
Comm100
AUGUST 23, 2018
It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.
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