McKinsey has just released a report which looks over how far machine-learning has come, and the impact that it’s going to make going into 2017 and beyond. The biggest certainty from the paper is that the significant influence that it has over business decisions and development is only set to increase. You can read […]
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 […]
When thinking about the customer experience, a lot of businesses cater for the majority. And it works, more or less. But more or less isn’t good enough anymore.
Competition between contact channel technology providers is fierce. Their promises about being able to improve the customer experience and build sales, although mostly substantiated, can get lost in a sea of near identical guarantees. With so many tools, and so many promises, creating the suite that’s perfect for your business can be a confusing process.