Every day, artificial intelligence is becoming more empathy than pure logic, more face than interface. Soon, AI will be able to listen to the tenor of a customer’s voice, analyze their emotional state, and use this information to deliver appropriate responses – and become more finely tuned through each of those interactions. For brand marketers, …

For many of us, our experience with artificial intelligence (A.I.) may be, for a lack of a better way to put it, “helpfully cool.” That can mean asking Amazon’s Alexa to play a particular song or querying Google’s Home to see if butter is a suitable replacement for vegetable shortening. But the potential for A.I. …

Website, mobile app, social media, online marketplace, in store, at a pop-up or concession: the shopping options available to today’s consumer are plentiful, with the internet providing access to a retailer even after its store doors close. This provides convenience for the consumer, who is able to browse and buy when and where they want, …

As IoT branches out over the next few years, transforming the way consumers live, work, and think, we will enter the age of ubiquitous computing. By 2025, there will be more than 100 billion connected devices – that’s 14 for every person on the planet – generating a revenue of almost $10 trillion. The scale …

According to PwC’s “2016 Global Innovation 1000” report, between 2010 – 2015, total R&D investment by the world’s biggest-spending public companies grew by 35% and reached a record high of $680 billion in 2016. But against a backdrop of shortening product lifecycles, the need to get products to market more quickly, and demand for continuous …

Business Dictionary details the Silo Mentality as a mindset present when certain departments or sectors do not wish to share information with others in the same company. This mentality will reduce the efficiency of the overall operation, reduce morale and could potentially contribute to the demise of a productive company culture. Let us consider the …

Innovation should no longer be reserved for companies that invent new products, or come up with life changing technologies. Every business should innovate, from corporate law firms, to design agencies, to manufacturers. Innovation and creative thinking can improve and enhance everyday processes. It can fundamentally change the way you capture customer data. It can lead …

In banking today, the advice of Theodore Levitt (an American economist) holds true: people don’t want a quarter inch drill, they want a quarter inch hole. Banks must solve a problem not sell a product. To do this, they need to be customer-centric, understand the customer journey and the different touch points, and offer customer …

A new technology has now captured the imagination of CX directors everywhere – chatbots. Their promise is attractive.  They can be used to automate the way in which customers interact with brands, meaning that huge costs of human labour can be avoided.   Of course, the movement of customer service to online channels is nothing …

There are many innovations that are rapidly changing the landscape of the contact center. From being able to offer an omnichannel customer experience across multiple channels to internet-enabled devices connecting directly to contact centers to provide proactive service, One of the most interesting innovations that is being increasingly discussed by visionaries and industry experts is …