How Artificial Intelligence Will Change Our Perception of Customer Experience

When artificial intelligence (AI) changes our perception of customer experience, the consequences are pervasive. In my free e-book “Human-Machine Collaboration” I explore what our future with AI, service workplaces and CX is likely going to look like. Consider the following projections and scenarios regarding the future of your customers’ loyalty in a digital society.


Artificial Intelligence in Customer Service: How to become a customer whisperer

Artificial intelligence has caused quite a stir in recent years, and for good reason: We communicate with virtual voice assistants. Machines inform us, when they need maintenance or repair. Soon enough, we will be able to travel around in autonomous vehicles. Artificial intelligence is no longer a hype. The more applications reach market maturity, the clearer becomes that artificial intelligence has enormous potential to revolutionize every single area of daily life.


Artificial Intelligence in Customer Service: From hype to must-have

Artificial intelligence (AI) has become a sensational topic in recent years. We are now communicating with intelligent language assistants, such as Siri and Alexa. Nowadays, machines inform us when they need to be serviced. We no longer have to bother. Soon, we will drive around in autonomous cars. As more and more applications are meeting market maturity, AI is no longer just a hype. Achieving the equilibrium in market maturity implies that supply matches the demand, which clearly shows that artificial intelligence has tremendous potential to revolutionize every aspect of our everyday lives. This is also noticeable in customer service. AI is changing communication from the ground up — but for the better, not for the worse, as critics had feared.


Let document and mobile capture sharpen your view of processing

There is no way to deal with data processing in daily business without coming across document and mobile capture. But when exactly is an investment in the proposed solution of smart data capture profitable – or even essential? And how do the applications wield influence over following processes once the initial handling has been completed? A compact overview with all the relevant information is provided in trade group Bitkom’s significant guidelines.


Big data provides critical information for customer service

Often, when we think about big data, we think about the volumes of data that are referred to. It is tempting to do this because big data does involve large volumes of data that are constantly growing at exponential rates. Advances in the growth and development of big data computing constantly dominate the news. It takes advanced software and BI tools to even begin to comprehend the volume of certain measurements, such as petabytes and exabytes.


Digital transformation for the last mile of customer experience

Customer-facing processes and operations have one moment of truth that moulds the customers’ perceptions. You will ask yourself whether it’s when first contact is made with your business or whether it’s the last memorable chain of interactions. Or perhaps it might be somewhere in between the two, along the line of contact between your business and the customer.


What drives omnichannel?

Many of the customer service leaders with whom I have spoken in the last year realize they have a significant ground to cover for their contact centers to be prepared for omnichannel. Many are in catch up mode- as soon as they implement the latest channel into their business process another communication channel begins to take on prominence. What’s driving this continual shift?


Putting the Customer First - ITyX at the 2016 NCSA Conference in Orlando

At ITyX 2016 means Customer Service of the Future. Meet our experts from May 16 - 18 to find out more about how we are already crafting this future in our daily work. Besides the official launch of our innovative C2B Platform, we will show various use cases and best practices out of the omnichannel world, from AI based process automation up to self-learning customer services.


Artificial Intelligence Leads the Way to Customer Experience Excellence

Millennials are often labeled as being less social than preceding generations because they use smartphones and tablets sometimes more often than they physically interact with people. For them, however, these devices are not a boundary to communication, but rather a portal that allows them to establish relationships and achieve goals across a vast geographical space.


Digital Transformation: May I Help the Next in Line please?

Not long ago, waiting in line was accepted as part of our daily lives. For public services, banks and retail, concert or sporting event tickets – waiting in line was the order of the day. Thanks to modern software, the Internet of Things, and more efficient customer service models and new organizational structures, the norms being challenged. Are you still seeing a line? Something must have really gone wrong!


The Future of Customer Service

Endless wait times, unprepared and misinformed customer service representatives, no transfer of information when switching from one communication channel to another – it’s safe to say, consumers are tired of the experience they get when trying to get support from many organizations.

Businesses have long recognized the importance and value of delivering high end customer service, many continue to struggle to provide service in ways desirable to the end customer. A recent study (Philipp Klaus: Measuring Customer Experience)1 states that 80% of CEOs believe their companies deliver outstanding customer service, while the same study indicates that 8% of those customers feel the same way.

What is the cause for this massive perception gap?


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