Brainfood

NOVEMBER 12, 2017

Much has already been written about chatbots, AI, machine learning and the impact all this is going to have on organisational life, jobs and customer expectation. In fact, we have done such a great job getting excited about possibilities we are now at the peak of inflated expectations unable to distinguish between solid functionality and fantasy. Gartner predicts the inevitable trough of disillusionment as the next chapter.

Self service 66

Self service Chatbots Customer Service 66

ClearAction

NOVEMBER 12, 2017

What is ‘Walking the Talk’ for Customer Experience? Lynn Hunsaker. What does it really mean to “walk the customer experience talk”? Executive sponsorship is certainly essential, yet there’s so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the customer experience talk means you are following through on expectations you’re setting with customers, employees, channel partners and a

Customer Experience 54

Customer Experience Customer centricity Education Accountability 54

LiveVox

NOVEMBER 12, 2017

One size does not fit all – this phrase is quite apt in the context of consumer engagement channels. It is all the more so in today’s digital age, where consumers have a plethora of communication options and expect contact centers meet them via their channel of choice. In order to offer an optimal customer. The post Three Signs Your Multichannel Approach May Not Be Effective appeared first on Livevox.

Multichannel 40

Multichannel Contact Center Analytics 40

ijgolding

NOVEMBER 12, 2017

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time? . Whilst this is not the opening line to a bad joke, I can already anticipate your ‘snorting’ and ‘chuckling’ from here! ‘A right royal pain in the butt’, is most likely to be the response that immediately springs to mind.

Engineering 91

Engineering Banking Customer Experience Customer retention 91

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