Machine learning technology is going through a period of terrific growth, gaining traction last year as it worked to redefine the way that enterprises operate. Its impact has been so big, and so strong, that it is now firmly embedded as essential across a diverse range of industries. In manufacturing, it’s used for predictive maintenance, […]
Is artificial intelligence the future of customer service? That’s the question posed by Jason Chernofsky in a recent article on The Next Web. It’s a brief, and decent, read that’s definitely worth a few minutes of your time. It summarises some of the main talking points in AI’s growth in the world of customer service; […]
Robots charged with artificial intelligence are taking over. That’s the path that a lot of speculative reports take when talking about the future of Artificial Intelligence (AI) in the workplace. Most recently, Forrester has warned that robots will ‘eliminate’ 6% of all jobs in the US by 2021. This is a startling figure and, with […]
In the sense that it protects the individual, there’s a strong case for anonymity. It helps whistleblowers to perform invaluable functions, protects vulnerable people and enables freedom of expression without fear of outside judgement. That’s inarguable. But in the sense that businesses are limiting their ability to provide the service that consumers expect from them, […]
We’re in Miami this week for Genesys’ G-Force 2016 event – the sun’s shining, the Pina Coladas are chilled and we’re excited to spend the week meeting new people, and talking about NextGen customer relationships. But before we talk about how customer journeys are going to evolve, it’s a good idea to assess how the […]
Consumers are reaching for more personalized customer experiences and, armed with an array of data trackers, businesses are trying to match expectations. Data can deliver immense value; it can drastically improve the customer experience, increase sales opportunities and build an incredibly accurate picture of online consumer behavior.