Entries by Michelle Chen

Has customer service and experience changed? What’s next for your business?

Guest Blog By Cassie McInnes That is a very good question! The answer is yes, and no. I’ll explain why. Why the meaning of customer service and experience hasn’t changed The description of ‘customer’, ‘service’ and ‘experience’ remains the same in the dictionary: Customer: Someone who buys goods or services from a business or a […]

Customer Experience, Artificial Intelligence and Machine Learning – Thoughts from Oovvuu, Canva & The Minerva Collective

Artificial Intelligence (AI) and machine learning (ML) is all the buzz right now, and rightfully so with the significant contributions it has made to redefining many aspects of business. However, many people are still skeptical about the application of AI and ML to enhancing customer experience. Some would argue that machines cannot possibly take over […]

Want Your Customer Service To Be Sustainable? Be Dynamic

Guest blog by Jemma Martin Customer service is subjective. It’s no longer about responding in the ‘right’ way. There is no such thing. It’s about having the ability to be agile enough to facilitate the right answer in the right moment. Because every customer will want something different, depending on the product, the medium, the […]

The Art and Science of Customer Engagement

It’s a no-brainer that we no longer interact with customers the same way we did face-to-face in brick and mortar. With customers increasingly using social media, apps and websites to shop and browse, they are being empowered with more information and more choice. With so much choice available to the customer, it really boils down […]

Let Your Humans Be Human

Guest blog by Colin Priest There’s an industrial revolution under way in businesses across the world, and it is all about automation. Businesses are embracing machine learning and artificial intelligence to make better decisions automatically. And the reason for this revolution is the comparative strengths of humans and computers. Computers are strongest at repetitive tasks, […]

Navigating Your Way Past The “Trough Of Disillusionment” For Artificial Intelligence In Customer Experience

Guest blog by Steve Nuttall The hype around Artificial Intelligence technologies is at its peak. According to the 2017 Gartner Hype Cycle, emerging technologies such as deep learning, machine learning and virtual assistants are at the “peak of inflated expectation”. Cognitive expert advisors have passed this peak and are now descending towards the “trough of […]

Making Returns on the Conversational Economy

Article by Adam Rawot, CEO Woveon I remember reading an article almost ten years ago talking about how teens were sending over 40 texts a day on average. The tone of the article was incredulous, but the statistic pales in comparison to how we exist online now. Speaking personally, it’s not implausible I send off […]