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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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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Conversational AI

by   |    |   6 minutes  |  in Customer Engagement, Service Management

What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move something into action? The potential for AI and virtual assistance is vast and inspiring to executives and service leaders but knowing where to begin and how to develop an effective strategy is illusive and paralyzing…

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by   |    |   2 minutes  |  in Creativity & Innovation, Digital Transformation, Manufacturing

I can’t help but feel inspired after a day of inspirational presentations and conversations with manufacturing companies, including ABB, Atlas Copco, and BillerudKorsnäs who were all amongst the speakers at the Industri 4.0 event, covering digitalization, AI and IoT. I want to share with you my key take-aways from the event. As Björn Jonsson from…

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Integrating AI

by   |    |   2 minutes  |  in Customer Engagement, Service Management

When adding artificial intelligence to your organization, the best first step is to create a plan for integrating AI and robotics into the omni-channel experience that you’ve already developed. It doesn’t mean that you need to change everything about the customer experience just because you’re implementing new capabilities. In fact, implementing robotics and artificial intelligence…

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by   |    |   5 minutes  |  in Creativity & Innovation, IFS Labs

Well, at least I don’t believe that. They will definitely change the how we work or, even better, how we work and learn. The aging workforce I wrote this blog on my 40th birthday…and in the older definitions the “aging workforce” was defined as working individuals aged 40 years or older. However, living and working…

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

“AI” is one of the most overused technology buzzwords of the last 2-3 years.  But the term is not going anywhere, so I’d like to make a plea on behalf of the weary: when talking about AI, don’t stop the conversation at ‘shiny new technology’.  Instead, continue to shift the AI conversation: why consider investing…

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City Header

by   |    |   4 minutes  |  in Creativity & Innovation, Digital Transformation, Service Management

A recent study conducted by WBR indicates that the service industry is at an inflection point. Over the next 24 months, technology will drive digital transformation in many companies striving to improve and predict revenue streams while also improving operational efficiency. shows that nearly three quarters of respondents provide service on equipment that is sensor-enabled….

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