In the quest to stand out in the market, organizations are increasingly prioritizing customer experience. Technology plays a crucial role in this endeavor, as it serves as the foundation for modernization. By adopting a CcaaS platform and investing in innovative drivers of CX, companies can enhance their products and services.Traditionally,…
Numerous organizations are incorporating AI large language model into voice and chat bots to improve self-service. Although customers believe that bots can still be improved, they are excited to witness their evolution. The perception that bots were not prepared for widespread use has gradually shifted, as the latest models now…
Enhancing an organization’s customer experience through improved customer satisfaction measurement presents a significant opportunity for AI.By leveraging AI, companies can expedite this process by offering real-time insights and actionable feedback. The ability to automatically gather CSAT scores for each interaction is crucial in moving away from the conventional survey response…
AI Agent Assistance is a powerful tool that aids agents in providing prompt and comprehensive answers from the start. By utilizing agent assistance, the AI engine prompts agents and displays potential answers on the screen while analyzing speech and text data for an enhanced experience. Agent assistance can also utilize…
Everywhere you look the data shows that customers’ expectations are at an all-time high. But what does that mean? Historically, the bar has been a friendly representative who could assist them in solving their problems. That bar is no longer competitive. The new bar includes six critical customer experience drivers:Personalization…
“What level of customer experience do you believe your organization is performing at?” is a question I often ask when I first meet a client. The answers are almost always a variant of: 1) We are great 2) We are awful On rare occasions, they might even have some metrics to support their opinion. These clients…
A very popular engagement is for organizations to ask for a competitive analysis of their customer experience technology. The first step is to review both their 3-year CX strategy and technology roadmap. If they cannot immediately produce these, it’s an early indicator that they won’t score well. After delivering recommendations…
Nicolas de KouchkovskyIn a relatively short timeframe, automation has risen to the top of the agenda of customer service organizations. Robotic process automation has become one of the five most searched topics on gartner.com. The firm also predicted that one in four customer service operations will use virtual assistants by 2020.The attractiveness of automation…
Year after year, survey after survey, Agent Attrition has been the #1 Contact Center Challenge. For as long as I can remember it always has been. Recent research, however, shows it has been dethroned by Agent Desktop Tools. Of course, Agent Attrition is still a top concern, but it’s interesting…
I just went on a customer journey, just not a pleasant one. Admittingly, anything between financial institutions tends to bring with it a ton of frustration. This specific action, however, was fairly straightforward and I had done it with other companies with no hassle in the past.I’m at the airport and jump…