Robert Davis

OCTOBER 12, 2017

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. The rise of AI and chatbots in the customer experience model is going to change how we interact with customers.

Contact Center 48

Contact Center Technology Journey mapping Big data 48

Balto

SEPTEMBER 12, 2023

Instead of being put on hold or having to call your contact center during business hours, customers can now chat with AI chatbots that are available around the clock to resolve common queries and issues. Create a customer journey map and involve relevant departments and stakeholders. Improve your employee experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Practice customer journey mapping to see where in their journey your customers are coming across friction. For example, Whole Foods’ Chatbot on Facebook Messenger helps visitors find recipes.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40