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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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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AI success

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

When you ask customers what they want from their experiences with your organization, simplicity and ease top their list. Furthermore, they want to know that they can trust whomever is providing them with service.  For those reasons, customers may respond negatively when they realize that a machine, not a human, is providing them with service….

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Man in hardhat

by   |    |   3 minutes  |  in Service Management

A recent Forrester research study pointed out that organizations leading in customer experience outshined laggards by a significant margin in terms of compound average revenue growth. Geofencing can play a vital role here, creating opportunities for organizations to expand relationships with customers and create a more valuable service experience. Geofences are virtual geographical fences set…

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