The Agent That Never Sleeps: The Rise of Chatbots

The Agent That Never Sleeps: The Rise of Chatbots

If you aren’t part of the chatbot buzz, you aren’t paying attention to an important trend impacting contact centers in all industries. Business value from conversational interfaces is increasing in measure, but many companies find it can take time to mature from basic “infobots” to more complex use cases.  I attended both the ICMI and Customer Contact Week (CCW) conferences this past year and...

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What Hosting a 70s Holiday Party Taught Me About Customer Experience

What Hosting a 70s Holiday Party Taught Me About Customer Experience

My wife has wanted our family to host a themed holiday party for years. But not just any old theme: a 1970s Thanksgiving. While we’ve enjoyed many traditions in our family for years, we thought it was time spice it up. Discussing ideas with family, we rallied around a clear and simple 1970s theme that created a unique experience for our guests. If we were going for a theme, we couldn't do it...

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