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CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s value.

The science of customer analytics has become increasingly sophisticated – so sophisticated, according to a report by Ventana Research, that organizations that try to assemble and develop their own analytics often find their customer analytics initiatives to be unmanageable and unreliable, with significant wasted time and effort and a less-than-optimal time to value.

In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.

Over the years, companies have invested heavily in technologies to fight the fraud that occurs over digital channels, fine-tuning capabilities and protection for the web, mobile, and chat.

Some time ago, my very first job entailed typing up handwritten customer cards for a UK shoe company. Each day a big pile of handwritten cards would be dropped on my desk, and I would proceed to manually type up names, area codes, and dates of birth. I made countless mistakes and by the day’s end, it felt as though some of my brain cells had shut down. Needless to say, after a month I resigned.

Cloud transitioning benefits include the ability to reduce costs while increasing data security and improving technical support.

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.