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Digital Engagement Blog

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

Speech is Not The Most Natural Interface

Heresy? Hear me out.

Topics: Contact Center Insights NLU

Where to Use Conversational Interfaces

Conversational Interfaces

Conversational interfaces where called a break-through technology by MIT Technology Review.

Another article went on to say...

"We think the next era will belong to “the conversational layer” — both text- and voice-driven — that will use chat, messaging, or natural language interfaces to interact with people, brands, services, and bots." 

 

This conversation layer is powered by conversational or dialog agents. A dialog agent can -

  • listen to what you say
  • understand what you want and your intent, and
  • take action
  • respond to you
Topics: Contact Center Insights IVR Customer Experience Intelligent Assistance