Blog
3 Build vs. Buy Questions for CX Leaders
How to deliver Customer Engagement AutomationMany Customer Experience leaders are grappling with how to deliver a better CX through new technologies. Customer Engagement Automation is among the most in-demand of those because it automates engagements with customers...
The Evolution of Digital Assistants
Let’s start with the end in mind. Better yet, let’s start with the end in the mind’s eye: the evolution of Digital Assistants pictured as a basic 2-axis chart. It's pretty straightforward. The X-axis measures a Digital Assistant’s intelligence. The Y-axis measures...
Meet Your Customer Where She Lives: Messenger
Want to succeed in 2022? Meet your customer where she lives. After all, today's consumer reasonably expects all her brands to be fully present on her phone. This includes handling her customer care issues on her phone. And not just on her phone, but in the channels...
5 Ways Covid Changed Customer Care & What To Do About It
The Covid-19 pandemic has dramatically altered nearly every facet of our daily lives. Not surprisingly, the impact on customer care operations has been especially burdensome. My latest white paper, 5 Ways Covid Changed Customer Care & What To Do About It, hones in...
Digital Recruiting Machine
Recruiting is the #1 problem in the entire economy today. Trucking companies are struggling to recruit drivers, restaurants to recruit servers, hospitals to recruit nurses, and so on throughout every industry. For that matter, contact centers are struggling to recruit...
The Customer Care Crisis
EDITOR'S NOTE: This is an excerpt from the Humane Customer Care white paper.Customer Care is in a state of crisis: often bad for customers and worse for care agents. Indeed, the 2020s have been the worst of times and, well, the worst of times. “Hold times are longer...
Customer Care Supply & Demand: Unbalanced
EDITOR'S NOTE: This is the second excerpt from the Humane Customer Care white paper.In our bizarre 2021 labor economy, customer care operations lost many of the agents they once employed, and now can’t hire nearly enough to replace them. The Customer Care Crisis is...
AI Rescues Customer Care
EDITOR'S NOTE: This is the third excerpt from the Humane Customer Care white paper.Conversational AI alone is not enough to rescue customer care from crisis. It must be coupled with automation and presented within a graphical-user-interface. The Customer Care Crisis...
Restoring Care to Customer Care
EDITOR'S NOTE: This is the final excerpt from the Humane Customer Care white paper.Now let’s put 2 & 2 together. Conversational GUIs typically handle 80% of all customer care engagements, deftly, consistently and cheaply. About that last, cheap here doesn’t mean...
Principal Financial Delivers Ideal Care
Extremely High Containment + Extremely High SatisfactionAs a major provider of dental insurance, Principal Financial prides itself on outstanding customer care for claimants and dental providers alike. They do this at scale, handling up to a million customer care...
Just Released: The 9 Step Guide to Automating Customer Care
Most customers believe companies need to transform how they engage with them, and 69% prefer to use chatbots for the speed at which they can communicate with a brand, notwithstanding that plain old chatbots are being superseded by next-gen digital assistants. These...
Build or Buy?
Survey results are clear when it comes to AI-driven customer service.70% of enterprise IT projects fail. That’s why so many IT and business leaders ask themselves: When looking to deploy new technology capabilities like customer service automation, should we buy it,...
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