Conversational systems are the future and there is no running away from this dialogue

avatar

Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …

2016 Customer Service by the Numbers – A Year in Customer Service Statistics

avatar

From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …

Building a Customer Engagement Center Business Case: 6 Key Outcomes

avatar

Customer engagement is linked to revenue. We’ve seen this correlation recurring everywhere customer experience is studied, from executive-level surveys to the voice of the consumer. A 2016 report from Microsoft found that across all customer groups surveyed, 60% of people have stopped doing business with …