Why Traditional Chatbots Will Not Stand a Chance Read more

Why Traditional Chatbots Will Not Stand a Chance

Enterprises primarily look for simple and low-cost options to offer their clients online services that make use of conventional chatbots (also referred to as ‘virtual assistants’). Instead of saving, in most cases, the expenses rise as the chatbots initially have to be ‘trained’ via so-called ‘dialog scripts’ in order to be put into operation. Those scripts have to be programmed manually! In addition, it is proven that traditional chatbots neither prevent further inquiries nor do they achieve favorable customer experiences. Rather, there is a high possibility of doing oneself a disservice by using chat robots. In light of smart speech assistance, such as SIRI or CORTANA, growing skepticism about their sustainability is valid.

September 29, 2016
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Artificial Intelligence: Linking Businesses and Customers Read more

Artificial Intelligence: Linking Businesses and Customers

Comprehensive ‘Information of Everything’ is about all imaginable IT-related issues, from self-learning software, discrete agents and automated objects to innovative apps and services, furthermore providing a platform for the Internet of Things. Gartner’s riveting predictions and analyses for the current year’s end include a future digital world based on Artificial Intelligence algorithms and smart machines that are able to facilitate a ‘harmonious relation’ between businesses and their clients.

September 11, 2016
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What executives need to know about Robotic Process automation (RPA) Read more

What executives need to know about Robotic Process automation (RPA)

Senior managers in a range of industries agree that automated workflows are a high priority impacting internal and external communities of interest. Studies have shown senior managers are budgeting capital to make strategic investments in Robotic Process Automation (RPA). But what exactly does this mean?

July 14, 2016
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Digital transformation for the last mile of customer experience Read more

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.

July 8, 2016
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What drives omnichannel? Read more

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?

June 9, 2016
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Ready, Set, Go: The Digital Transformation Race Read more

Ready, Set, Go: The Digital Transformation Race

The advent of the Third Platform (Big Data, Social, Mobile, Cloud & Analytics) has generated predictions of increasing innovation, accelerated disruption and broad application adoption. Many of them have come true, but the years ahead are about more than just keeping astride of the growth of third platform technologies. Instead, businesses need to keep their survival in mind. The ability to stay competitive and prosper is not guaranteed by simply embracing the benefits of third platform technologies or even putting the consumer first. One thing is certain: information management is one of the must-haves for a digital transformation strategy.

June 1, 2016
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The Internet of Things: One thing we can't do without! Read more

The Internet of Things: One thing we can't do without!

While everybody is waiting for the 2016 annual Hype Cycle for Emerging Technologies from Gartner, we can take a step back and take a closer look at 2015.1 One of the main themes is still hot: The Internet of Things (IoT).

March 29, 2016
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The Rise of Text Analytics in Contact Centers Read more

The Rise of Text Analytics in Contact Centers

Today businesses compete for domination in the digital domain. Customers expect good customer service; many businesses fall short because their digital communications are stranded in the past.  It' a safe bet that almost all contact centers in North America provide telephone support. However, there is little doubt about the customer demand for other channels, such as social media and e-mail. These are requirements for the contact center of the future.

March 15, 2016
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New world, new customer – What the Insurance Industry can look forward to Read more

New world, new customer – What the Insurance Industry can look forward to

Not too long ago, the topic of a connected world made many people uncomfortable to say the least. Most people were either frightened or livid at the idea of their personal information being accessible to companies and governments at lightning speed.It seems that the future investors have been imagining this long before it arrived, and now the connected world might actually be a reality.

February 16, 2016
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Digital Transformation: May I Help the Next in Line please? Read more

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!

February 11, 2016
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Big Data: How NSA helped boost business IT Read more

Big Data: How NSA helped boost business IT

Buzzword “big data” — if you have watched the news in the past three months, you likely picked up on the affinity between intelligence agencies and the IT topics ECM and business intelligence (BI). As a new generation of technologies and architectures for processing and utilizing large amounts of data, “big data” is gaining relevance in European organizations remarkably fast. Influenced by the NSA scandal and based on the success of implemented best practices in the US, European organizations are beginning to invest in ECM software, data storage technologies, cloud solutions and data access management.

December 10, 2015
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