Comm100

AUGUST 17, 2022

So, I see companies have been investing, I’m going to say around 2010, which is just a little over 10 years ago, there are all kinds of reports that came out that said, by 2020 customer experience would be not only one of the most important differentiators, but this is where companies would spend a lot of their money.

Meeting 177

Meeting How To Airlines Virtual Agent 177

UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. That’s what omnichannel vendors continue to promise yet fail to deliver, especially for the 80% of interactions that are now originating from a smartphone or other smart device.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. An interaction might start with a basic chatbot, switch to an AI-powered virtual agent that understands context better and finally escalate to a voice call with a contact centre agent.

Banking 85

Banking Customer Experience Virtual Agent Omni-Channel 85

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

If this is a situation can you relate to, then join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.

Virtual Agent

Interactions

JANUARY 14, 2021

According to PwC’s 2020 Global Digital IQ survey , 66% of companies said revenue growth and profitability would suffer if they didn’t digitally transform quickly enough. Questions are answered in real-time whether by a human agent or a virtual agent. Think of a phone conversation or a live chat conversation.

Strategy 62

Strategy Multi-Channel Virtual Agent Wait Times 62

Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. By the year 2020, your washing machine breaks down. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. If self-service and automation are the norm in 2020, what does that mean for agents?

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. The secret of data + business logic to keep virtual agents in their "swim lane".

Virtual Agent