Coping with disruption through AI and human customer experience

Published on: May 11, 2017
Author: Olivier Njamfa

This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.

Customer Experience in action through Artificial Intelligence

Published on: April 26, 2017
Author: Olivier Njamfa

Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do. They must provide a consistent, high quality and personalized experience across every channel and touchpoint.

4 more artificial intelligence concepts you need to know to deliver improved CX

Published on: March 24, 2017
Author: Pascal Gauvrit

So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about. In this third part I’ll finish my list of terms and describe how they can deliver an improved customer experience

Chatbots and bots - what they mean for customer experience

Published on: March 15, 2017
Author: Pascal Gauvrit

Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?

Building a strong customer-focused service culture

Published on: February 22, 2017
Author: Anne-Merete Jensen

Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms

Published on: February 08, 2017
Author: Olivier Njamfa

Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

Customer Experience - disrupt or be disrupted

Published on: November 18, 2016
Author: Olivier Njamfa

Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals. The forthcoming Franco-British conference ‘Disrupt or Be Disrupted’ will look at the impact of this changing world and how companies of all sizes can understand and compete in it.

Is it really time for your company to embrace chatbots?

Published on: October 12, 2016
Author: Olivier Njamfa

One of the most talked about current trends in customer experience is the rise of chatbots, with many companies investigating using them to interact with customers on messaging apps. Is it really time for your company to embrace them?

Bringing light to digital customer service

Published on: August 10, 2016
Author: Steve Nattress

Imagine having a conversation in a pitch black room. You can’t see the person you are talking to and their tone of voice shows no emotion at all. You can’t tell if they are happy, angry or sad, or even why they are talking to you. You might as well be talking to a robot. Building empathy – or even understanding them clearly – is almost impossible.Sound far-fetched? For most...

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