Tagged: customer analytics

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

Why Customer Analytics is the Key to a Better Customer Experience

By Todd Marthaler, Contact Center Analytics Consultant, Calabrio

Your customers have more power than ever. With smartphone in hand, consumers expect anytime, anywhere access to your business. Whether they’re reaching out via a mobile app, your website, the phone or in person, your customers want a consistent, effortless experience every time. And if they don’t get this, consumers are more willing – and more able – than ever to switch.

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