Views
Chatbots set to skyrocket – goodbye customer service
Juniper Research’s predicts that AI based chatbots are set to have 22 billion interactions in retail alone, by 2023, just four years away. Read more…
customer experience
Features
Starbucks uses AI to deliver ‘signature customer experience’
Starbucks delivers its signature customer experience with new technologies, AI and groundbreaking innovation each day. Read more…
Off the Wire
Chatbot use, customer interactions and revenues set to soar
Chatbot use by retailers will enable effective automated customer interactions for retailers, improve customer experience and reduce costs. Read more…
Features
CX optimization is key, but implementation is slow
Delivering first-class, personalized customer experiences (CX) is top of mind for businesses in 2019, however its implementation continues to be fragmented. Read more…
Views
Automated processes are great, but use common sense. Please!
Surely, you could put the automated bag machines next to the conveyor belt and surely the machine could scan your boarding pass and your passport. Read more…
Views
Success for 5G? Support your customers’ customers
The good news is that telcos, a ‘speeds and feeds’ business, is used to dealing with enterprise customers. This will be the success for 5G. Read more…
Views
So you think AI will improve customer experience – forget it
If telcos or any other businesses think that Artificial Intelligence (AI) is going to give customers a fabulous experience then I have bad news, it won’t. I base this contrary opinion purely on personal experience Read more…
News
‘MindReader’ Catalyst PoC uses APIs to track customer intent
To improve customer experience (CX) and increase ARPU, communications service providers (CSPs) traditionally have relied on rather rudimentary tools like surveying customers to determine whether they’re satisfied. More recently, operators have begun using CRM platforms Read more…
Views
Three things you need to do if you wanna monetize 5G
With mobile network operators (MNOs) in Asia Pacific facing slow or stagnant growth, 5G is an opportunity for them to seek out new revenue streams, particularly in the more lucrative and profitable enterprise segment. However, Read more…
Off the Wire
The digital experience is pretty lousy for most consumers: index
Across all industries, at least 84% of consumers say their experiences with using digital tools and services fall short of expectations, according to the Gartner Digital Consumer Experience Index. To gauge the current state of Read more…