Today’s businesses are in a difficult situation. Their customers demand more experience and contextually relevant engagements than they are equipped to deliver. This places them on a difficult trail that they need to navigate in order to be and stay successful. Their challenge is that technology doe...
Blog tagged as AI
Experience requires Engagement - Are Companies Prepared?
05.04.17 9:12 PM - Comment(s)
CRM evolution 2017 - Customer Experience via AI
04.28.17 6:11 PM - Comment(s)
Just on may way back from CRM evolution 2017 it is time for a little recap. The conference, once more chaired by CRM Grandmaster Paul Greenberg, was again co-located with sister conferences Customer Service Experience and Speechtek. Why there is a separate – and smaller – conference for Customer Ser...
eCommerce is Dead! Long live iCommerce!
04.07.17 1:10 PM - Comment(s)
My new column article on how to take advantage of AI and MachineLearning in eCommerce is live on CustomerThink. It gives you background and actionable information, answering pressing questions like 'Where does AI come into the picture'?
Not wanting to spoil, here a little hint: There is far more t...
Tenacity - Improving Customer Experience by bettering Employee Experience
04.06.17 4:32 PM - Comment(s)
Following some of my posts on AI in customer service environments I got contacted by Daniel Doctor from Tenacity who invited me for a chat with Ron Davis, the founder and CEO of the company. Which I had. And it was an interesting conversation. In my articles I spent a lot of time focusing on how AI,...
DRU Assist - A Customer Experience
03.30.17 12:58 PM - Comment(s)
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...
