Tagged: AI

How AI Could Get It Wrong for CX

Guest post by Colin Shaw, CEO of Beyond Philosophy

Artificial intelligence (AI) is the future of customer experience (CX). Having machines that predict what customers do can only help CX, right? On the face of it, yes. However, more goes into predicting the realities of customer behavior. Unfortunately, history shows we are not good at that. Continue reading

A Successful Customer Service Strategy in 2017 Starts and Ends With the Consumer

By Mayur Anadkat, VP Product Marketing

This article was originally published on VMBlog, here.

2017 Brings the Death of the Contact Center, And the Engagement Center Emerges

The evolution of the customer experience industry is a fascinating movement. Admittedly, it’s been slower than what people have wanted or expected, but I believe that 2017 brings the next evolution of the contact centers — customer engagement centers. Continue reading