Latest posts

by   |    |   5 minutes  |  in Creativity & Innovation, Digital Transformation

Selecting and implementing any enterprise technology is not a rapid process. And the internet of things (IoT), as an enterprise technology, has to contend with some strong headwinds. An August 2018 study from the management consulting firm Bain & Company reveals that would-be IoT adopters “believe that vendors have made little progress on lowering the…

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by   |    |   6 minutes  |  in Strategy

Brexit, the UK’s EU exit, has sparked debate from many perspectives. With more questions being asked than solutions offered, Brexit has promoted conjecture and argument where direction and planning should be. But, with a digitized strategy allowing scenario play, you can estimate likely outcomes based on facts, not just speculation. Brexit and uncertainty According to…

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omni-channel

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Many organizations want to provide an omni-channel experience, but few are doing it consistently well.  If you’re a contact center leader who’s been challenged with leading the omni-channel charge, you’re probably wondering what it takes to make, or break, a successful program.  More importantly, what are the components necessary for getting it right?  Achieving true…

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by   |    |   5 minutes  |  in Strategy

The advantages and disadvantages of a 2-tier ERP strategy In my last blog I looked at the reasons why a 2-tier ERP strategy may be the best solution for a business—in fact in a recent IDC survey the 2-tier approach was the considered the most business effective. In this second blog I will discuss the…

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retail customer experience

by   |    |   3 minutes  |  in Customer Engagement, Service Management

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan for where artificial intelligence is the best solution. Without proper planning, reporting and…

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Lightbulbs

by   |    |   5 minutes  |  in Strategy

When a business should consider a TWO-TIER ERP STRATEGY Today’s ERP landscape is mature, with most companies having implemented some level of ERP solution. However, many larger companies still find themselves in the situation where their existing solution cannot deliver on all the business requirements across its group of companies. This situation isn’t something that…

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by   |    |   3 minutes  |  in Transform Your Business

The naval support chain is getting bigger. Just consider the scale of the US Navy. The 250+ strong fleet contains everything from the massive Nimitz-class aircraft carrier, which stretches more than 1,000 feet, to the nuclear-powered Virginia-class submarines whose time at sea is only limited by food and maintenance requirements. And over the next 30…

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Will AI eliminate humans

by   |    |   3 minutes  |  in Customer Engagement, Service Management

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact center?” On one side of projections, analysts cite a dismal future for the role of live agents in…

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Artificial Intelligence within customer service

by   |    |   3 minutes  |  in Customer Engagement, Service Management

Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or virtual assistants that respond to text and speech, but this is just one aspect of the wide-ranging, permanent effect that machine learning combined with process automation will have on customer service. Machine learning algorithms learn…

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AI and agent-assisted service

by   |    |   3 minutes  |  in Customer Engagement, Service Management

While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. For AI and robotics to work best, they should seamlessly blend with…

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