The Dos and Don’ts of Chatbots

New research from Gartner reveals that 25 percent of customer service operations will use virtual customer assistants (VCAs) by 2020. VCAs and chatbots already exist within the CX space, but this prediction reveals AI technology is without a doubt the future of CX. But these advancements, while exciting, might spell trouble in the coming years.…

Où en êtes-vous avec la centricité client?

Les entreprises orientées vers le client revendiquent la plus forte croissance moyenne des ventes sur trois ans. Cependant, seulement 13% des organisations en prennent le chemin et atteignent ce niveau de centricité client. Il est admis que de plus en plus d’entreprises prennent conscience de l’importance de la relation entre le client et son rôle…

How to ensure that your paper readership follows through the digital transition?

Stop the haemorrhaging of loss of revenue associated with your digital transition Today’s push towards digitization poses some of the greatest existential challenges that the printed press industry has ever faced. International gamechangers like Facebook have changed the way audiences receive and consume media. In fact, two-thirds (67%) of Americans report now regularly use Facebook…

Empathy and UX: You Can’t Have One Without the Other

By Andreas Huebner If there’s one term that’s front-and-center in business right now, it’s empathy. Empathy is capturing headlines and executives’ attention alike—especially as it relates to a company’s overall mission and customer service. But there’s a key aspect of business for which empathy is a cornerstone and that’s User Experience—the science of heightening the…

User Research Within Budget

By Saravanan Chandran The project lead shared his estimate for the development of the proposed API: 21 business days with four resources. The project requirements were to migrate the features and functionality of a legendary network-monitoring application to a new Web-based application. The initial project meeting started with an analysis of each of the existing…