Chances are, you or someone you know has been a victim of fraud in some way or another. According to a CNBC report, in 2016 hacked credit card fraud was close to $4 billion. One of the most popular types of fraud, account takeover—when a …
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Another Reason to Attend ACE 2017: See Trend Hunter Founder and CEO, Jeremy Gutsche
Year after year customers cite excellent content as one of the top reasons for attending ACE. For this reason we work extremely hard to share meaningful content including our plans, our vision and best practices, underscored by compelling customer stories.
Every year there is lively conversation …
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10 Steps to Chatbot Creation
by Lisa Michaud, NLP Architect, Tobias Goebel, Director of Emerging Technologies, & Bill Gay, Director, Self Service, Agent & Desktop Experience
This is the first of a three-part series on the essential steps necessary to build a successful and effective customer service chatbot.
So, you want to build a chatbot, …
The Now Consumer: Save Me Time
As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …
Do Chatbots Dream of Electric Sheep?
When Philip K Dick wrote “Do Androids Dream of Electric Sheep?” in 1968, he imagined a future where artificial beings are almost indistinguishable from humans. They look, sound and act alike — and mimic human emotion and intelligence.
What we saw emerge in 2016 with the …
5 key financial service customer trends for 2017 you need to be aware of
The banking world is changing fast. With the era of open banking upon us and a growing number of ‘challenger banks’ and fintech providers emerging to shake up the established order, traditional financial services firms will need to take a close look at how they …
Omni-channel customer service: it’s just the beginning
There’s a school of thought that says if we manage to give a customer a great experience through one customer service channel, then that’s good enough. The customer, the thinking goes, is happy, and they’ll return to that channel next time they want to interact …
The Now Consumer: Know Me
Consumer expectations are constantly changing. These expectations are built on new technological advancements, new products and services, access to educational resources and more. But there is one constant when it comes to consumer expectations: the need for quality customer service. Contact center leaders must adapt …
Is my company killing me?
With headlines like “Low Social Interaction Harms Lifespan on a Par with Obesity, Smoking, Inactivity” and “how extreme isolation warps the mind” it is easy to understand why building a collaborative work environment is trending significantly upward. While the headlines may be overdramatic, the sentiment …
In the Customer Experience Space, All’s Fair in Love and War
In the opening lines of Jon Bon Jovi hit “It’s My Life,” Jon emphatically states that what you are about to hear is not ‘a song for the broken-hearted.’ And true to his word, it’s not. Besides, there are songs-a-plenty about broken-hearted loves, no? And …