A few weeks ago Domino’s Pizza announced that they introduced conversational AI capabilities in their ordering process to enhance the customer experience. DRU Assist, a Virtual Assistant that is powered by Nuance Technology’s Nina Intelligent Virtual Assistant technology. Of course that caught my in...
Blog categorized as Blog
DRU Assist - A Customer Experience
03.30.17 12:58 PM - Comment(s)
Customer Service - Hell or Heaven?
03.21.17 10:59 AM - Comment(s)
Today, customers are communicating with businesses on a variety of channels. One customer calls in, inquiring about the status of an online order. Another sends an email. A third customer may ask for service in-store. If a mobile app is not meeting the customer’s expectation, the customer may prefer...
CXM! What the Heck is That?
03.19.17 10:17 PM - Comment(s)
In his recent very readable article ‘iCXM Comes of Age – Using AI to Know, Engage, and Server Your Customers Better’, CustomerThink.com founder and chief editor Bob Thompson explored how Artificial Intelligence can improve Customer Experience Management – and with extending CXM to iCXM created a new...
Customer Service beyond the Chatbot Hype
03.06.17 5:20 PM - Comment(s)
2016 has been predicted to be the year of conversational commerce, and I’d say that this prediction largely held true. Conversational interfaces have become more and more mainstream, and their support by AI and bots has become all the rage. While people more and more turn to their smartphones and Go...
These days, customer experiences increasingly need to be delivered with the help of technology. This does not mean that direct interactions and people are no more important in marketing, sales, or service; on the contrary, but that an increasing number of customers is using the web, social media, ch...
