The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

AI Isn’t Inevitable—It’s a Choice

Companies should approach automation with judgment and analysis, not resignation

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing

Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes

Virtual Agents Hear What You Say. Do They Know What You Mean?

Deciphering intent is best left to humans, who have a hard enough time with it

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX

Real-Time Analytics Provides ‘Quality Assurance’—and Privacy Concerns

Those QA recordings can also be recording your emotional state. Should they be opt-in?

I Give and I Give, but You Take and You Take

Companies should try providing a little value before begging for more of our personal information

The Dawning of a New Era in CRM (Magazine)

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