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.
Who do you mean when you talk about online? You might be referring to one online audience, split from a larger consumer base. You will probably talk about people in terms of demographic splits. You will no doubt talking about people who are coming to your website with varying requirements, problems and demands. When you […]
Now Interact’s Predictive Intelligence technology works by following a three step process: analysis, interpretation and response. The technology collects and analyzes online behavioral data. This data is then automatically interpreted by sophisticated algorithms. From this, it’s possible to determine why each visitor is online and make accurate predictions about the next steps in their consumer lifestyle before responding, where appropriate, with an action that helps them to complete their journey.