VocalCom

JULY 2, 2020

We are social creatures and the value interacting with another human being over a machine when dealing with a complex and emotional problem cannot be underestimated: humans offer a level of empathy that no chatbot or automated agent can currently provide. It is therefore essential for customer service teams to show empathy towards customers.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Infinity

JANUARY 22, 2019

Customer obsession is defined, simply, by being obsessed with customers’ experience with your brand. By 2020, the overall customer experience will overtake price and product as the key brand differentiator. ”. But why is customer obsession so important? As explained previously, big data sets mean big information.

Big data 45

Big data Customer emotions Scripts Sales 45

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64