Contact centers have always played a vital role in strengthening customer relations and rendering stellar CX at scale. This was further amplified during the pandemic. According to a study of contact centers, 92% of respondents experienced an uptick in the volume of interactions across channels. This placed contact centers and…
The more the data, the better your business will be. But is this statement always correct? Enterprises feel that the more data they have, the more they learn from it and make informed strategies for lasting success. While data is the currency of the digital age, its overload is a…
The only thing worse than finding no information at all is finding outdated information. If this happens, customers end up doing the evitable - raising a ticket. Your organization may be creating a lot of content to enable your customers to help themselves. Your customers may still be struggling to…
Did you know that in 2017, the McKinsey Global Institute estimated that 60 percent of occupations had at least 30 percent of constituent work activities that could be automated by 2030? Simply put, as many as 375 million workers globally would have to switch occupations or acquire new skills by…
"Whatever made you successful in the past won't in the future." - Lewis E. Platt, the ex-chairman and ex-CEO of Hewlett-Packard Co. Are you into archery? If the answer is yes, then you already understand how much effort goes into hitting the bull's eye. It's the same with an organization's…
According to The Forrester Wave™: Cognitive Search, Q3 2021, “‘Knowledge is power’ goes for every enterprise. However, much of that knowledge is locked up tight as a drum in data silos ad infinitum. Cognitive search platforms ingest, organize, and understand data from enterprise data sources to provide employees with precise…
Modern developments have revolutionized our lives for the better. But with the advancements comes an information surge that is hard to keep up with and adds to the existing knowledge gaps. What’s more, customers and employees are now running low on time and have the attention span of a child.…
You enter a brick-and-mortar store. And, while you’re looking at options hoping to self-serve, out comes a salesperson asking you if you need any help — or worse, give you suggestions. Fun fact: 40% of people now prefer self-service as opposed to human contact for interacting with a business. Customers…
Conversational AI evolved from being just a touchpoint tool to a personal assistant that leverages cognitive resources (like ML, NLP, and analytics) to play many roles across your CX strategy. The same chatbot that provides information to a prospect can also ensure a smooth onboarding experience at later stages. It…
You must be familiar with the phrase “change is the only constant in the world.” But when it comes to enterprises, there is another constant: data retrieval systems. Enterprise information retrieval systems came into existence even before the internet did. However, it was the rise of web search engines that…
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