CX-hdr-2018

Human or Robot? New Fifth Quadrant Study Identifies Key “Moments of Truth” in the Retail Journey

I ain't lookin' for praise or pity
I ain't comin' 'round searchin' for a crutch
I just want someone to talk to
And a little of that human touch

-Bruce Springsteen

There are clear points in the customer journey or “moments of truthin which human interactions are strongly preferred to a chatbot, according to new research carried out by Fifth Quadrant in partnership with LogMeIn. The study concludes that a customer journey in which a human/robot blended approach is effectively employed will deliver superior customer experience (CX).

Topics: Customer experience Chatbot LogMeIn Artificial Intelligence BoldChat CX Articles & Insights market research

Every Company Should be Looking at AI: LogMeIn’s Ryan Lester

As the cost of artificial intelligence (AI) comes down and its applications become more widespread, companies are increasingly exploring and executing implementation. Fifth Quadrant spoke with Ryan Lester, Director of Customer Engagement Technologies at LogMeIn to get his views on AI, chatbots, contact centres, and what LogMeIn’s products can do for customer experience (CX) and employee experience (EX).

Topics: Voice of Customer Chatbot Artificial Intelligence BoldChat CX Articles & Insights customer engagement

2018: The Year of the Chatbot?  The Rise of Conversation as a Platform

It's usually a bad idea to say this is the "Year of ______".

For example, it's seems like it's been the "Year of VR" every year since 2012 and it still hasn't taken off. So it is with great caution that I label 2018 The Year of the Chatbot. But, to be fair, there are strong indications that this will be the case.

One of the key takeaways from our recently released 2018 Australian Contact Centre Benchmark Report is that use of webchat technology is on the rise.

Topics: Chatbot Artificial Intelligence BoldChat CX Articles & Insights

Australia’s Thought Leaders Weigh In On Future of AI, Bots, VR & AR - CX in 2017

We reached out to: Microsoft, LogMeIn, Oracle, Verint and Flamingo - Here's what the CX experts had to say.

Each year our team of customer experience (CX) experts look to the future and make their predictions on how they see CX evolving. Attempting to peer into long-term technological and economic development is often a futile exercise considering the sheer amount of disruption various industries have gone through in the last decade, so we’ve generally found looking at the next couple of years is a bit more reasonable. Surely even Nostradamus today would find the changing tech world a serious hindrance to his ability to effectively predict the future.

Topics: personalisation virtual reality augmented reality Oracle CX IoT AI VoC Chatbot LogMeIn Flamingo Microsoft Verint Artificial Intelligence BoldChat CX Articles & Insights

You might also enjoy reading...