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Blog Entry
Level Up Your Customer Experience With AI

In a world of on-demand delivery and television on tap, customers today are starting to expect near-immediate satisfaction in all aspects of their lives. And that poses an interesting challenge for companies trying to deliver to their customers’ satisfaction—how can you provide quick resolution...


Blog Entry
Best Practices for Personalizing the Customer Experience

With the rise of digital media, Big Data and AI-powered analytics, the era of bombarding consumers with generic promotional messaging is quickly coming to an end. Instead, customers are finding themselves with personalized recommendations based on their browsing history, marketing messages...


Blog Entry
Artificial Intelligence and the “Creepy Factor”

Yesterday @Allen Lee , @Mike Gathright , and I hosted the #ArtificialIntelligence Interest Group session at Customer Response Summit, which yielded some surprising insights into how brands and business partners are leveraging AI to smooth the customer experience – often by focusing on the...


Blog Entry
Top 5 Benefits of Chatbots in Customer Service

Chatbots today should not be conflated with chatbots of the past: the technology is more advanced and the customer experience is likewise enhanced. Historically, the opportunity cost of a poor experience due to chatbots often outweighed the cost reduction component due to ticket deflection. But...