Current events have revealed business continuity shortcomings across every single industry, especially in travel. Call centers weren’t prepared with readily available, scalable technology, and didn’t have the resources to properly withstand the increase in customer...
Companies have long relied on web analytics data like click rates, page views, and session lengths to gain customer behavior insights.This method looks at how customers react to what is presented to them, reactions driven by design and copy. But traditional web...
Artificial intelligence (AI) has woven itself into the processes of many industries, businesses and teams, but who should own the investment or implementation, and who does it best serve? Conversational AI, the use of automated messaging and voice assistants to create...
As of last year, four out of every five enterprises had adopted machine learning and other types of artificial intelligence (AI) within their core business models. That statistic is made all the more remarkable by the fact that five years ago, this was the case at...
Fresh off last month's CES, there's a lot of talk about 5G again. In 2019, the word on the street was that the concept was compelling but that the reality was lacking. This year, everyone agrees that the reality has started to come into focus, particularly as it...
Many of today's legacy companies, including those that have been around for 50 or even 100 years, face severe margin pressures, an urgent need to go to market with new offerings and more demanding customer expectations. Plugging product gaps with added customer...
If you’re an executive for a U.S. brand, you should be familiar with WeChat, the ultra-popular Chinese messaging and social media app developed by Tencent. The app, which has amassed a whopping 1 billion active monthly users since its release in 2011, has transformed...
There’s no shortage of ethical, moral, and even legal debates raging right now over artificial intelligence’s mimicry of humanity. As technology advances, companies continue to push the boundaries with virtual assistants and conversational AI, striving in most cases...
Seventy-one percent of people expect their company's artificial intelligence investments to increase in the coming years (via 2018 McKinsey data), and it’s no wonder that many of the world’s largest companies are deep in the midst of investing in AI capabilities....
Brand trust is today’s ultimate competitive differentiator. In fact, according to Salesforce.com chief Marc Benioff, trust holds a higher value than ideas themselves when it comes to building a sustainable enterprise. As he puts it, “In technology over the last two...
The benefits of automating customer service experiences via conversational AI platforms are rapidly becoming apparent to enterprise business leaders. Not only can these solutions dramatically reduce the costs associated with traditional call-in contact centers, but...
Although conversational AI has been in the headlines for years now, B2C applications of this technology are still in their infancy. I believe that's going to change this year, and we're going to see conversational interfaces replace more websites, mobile apps and...