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Digital Engagement Blog

3 Expectations Common to AI Adoption and Blockbuster Video Failure

The pace of change, and particularly AI adoption, is skyrocketing - moving at a magnitude that enterprises are challenged to meet. Today’s most active digital consumers and largest segment of the workforce, Millennials and iGen, are challenging that rate of change based on their technology adoption, behaviors and preferences. The Blockbuster Video bankruptcy remains a key example of why enterprises must adapt to consumer expectations, and it’s more evident and validated 5 years after their closure. Three critical expectations that impacted the Blockbuster Video failure also influence today’s adoption of artificial intelligence (AI). In this intelligence economy, meeting consumer and employee expectations can mean the success or failure of the business.

Topics: intelligent assistants IVR Chatbots Customer Care self-service Conversational AI ai Artificial Intelligence

The AI Foundations Checklist: Vision, Goals, Culture

The real challenge to meet the expectations of artificial intelligence (AI) has little to do with technology.

It’s all in the approach…the mindset.

The environment you create has a significant influence on just how much you can capture of AI’s vast and growing potential.

That’s why this checklist is not about whiz-bang features and wicked-cool capabilities. Those exist—for sure—and they’ll continue to expand as innovation does in the months and years ahead.

No, this checklist is concurrently more and less than that…

Topics: data ai

The AI Foundations Checklist:  Before You Start

This is the hottest technology to jumpstart customer engagement.

You’ve heard it before. Heck, you live it.

Data is Not the Hottest Technology

And, truly…we’re all swimming in it, right? With the immense amount of data shared with your organization increasing exponentially every day (Hour? Minute? Second?), it’s become easy to get overwhelmed. It’s become easy to ignore the treasure trove you’ve acquired simply by getting with the times and building online relationships with your customers.

Topics: data ai

How to Become More Customer-Centered

The Nooks and Crannies of Customer Engagement

When it comes to delivering truly modern customer engagement across all the nooks and crannies of an enterprise, one thing is clear.

It’s not clear.

With all the innovation and movement in the customer engagement space these days…not to mention the incredible chasm that exists between technology early adopters, the mainstream, and the laggards, what one organization may consider modern, another tried seven months ago…and yet another 18 months ago.

So what is clear?

Three Customer-Centered Actions

Topics: Customer Experience ai Contact Center Insights