A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. It struck me how …Read More
AI
Be Ready. It’s Here, Now and Totally Different
Here's my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends …Read More
Post Digital Consciousness
For the generation who grew up engaging and learning online, the digitally enabled world is as real as the physical one. Previous …Read More
The Thinking Behind Your First Chatbot
Over the last decade, self service never really caught on in the way some had hoped. The IVR variety could work after a fashion with …Read More
Scene Setting On Chatbots For Self Service
Much has already been written about chatbots, AI, machine learning and the impact all this is going to have on organisational life, jobs and …Read More
Exploring Intelligent Assistance for Transforming Self Service Adoption
Last week of September saw a series of discussions held in a recently refurbished County Hall overlooking the Thames. CX Company hosted a …Read More
Intelligent Assistants & Bots – The Dan Miller Interview
If you are in the process of investing in some form of intelligent assistance for sales, marketing or service reasons, then this is worth …Read More
Self Service Still Less Than 50%? Then You Are In Trouble
The next big thing has arrived in the form of conversational commerce. Think Alexa, Amelia or Edward. Even Tacobot if you need a snack …Read More
Conversational Self Service Is Shaking Things Up
I’ve just run my second briefing on intelligent assistance. Much happened in the few months between sessions. This time, the second half of …Read More
Intelligent Assistants – Your Breakthrough Self Service Strategy
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann …Read More