Author: Franz Malten Buemann

According to Gartner, by 2026, conversational artificial intelligence (AI) deployments within contact centres will reduce agent labour costs by $80 billion. Worldwide end-user spending on conversational AI solutions within contact centres is forecast to reach $1.99 billion in 2022.  “Many organisations are challenged by agent staff shortages and the need to curtail labour expenses, which…
The post Gartner research: conversational AI will reduce agent labour costs by 2023 appeared first on Customer Experience Magazine.

According to Liferay, 85% of all customer service interactions will begin on self-service by 2022. In a world where busy customers are looking for faster resolutions, available anytime and from anywhere, digital self-service is a growing priority for every contact centre.  But from simple online FAQs to intelligent, AI-powered chatbots, self-service strategy is a comprehensive…
The post What impactful self-service really looks like appeared first on Customer Experience Magazine.

When was the first time you heard the phrase ‘digital transformation? The idea of building your business model around digital is nothing new. But as consumer expectations, commercial realities, and the competitive landscape continue to change, few could ever say their digital transformation was complete.  The truth is that digital transformation is a process –…
The post Starting your journey of CX digital transformation appeared first on Customer Experience Magazine.

It’s tempting to have your book copyedited and typeset before you have your editor read it.

And it feels right to spend time on the company’s website before you have your first customer…

But if you don’t have the foundational elements right, the fit and finish don’t matter at all.

This summer I designed and built a skin-on-frame canoe. I could have spent a lot more time on the details, the sanding and even putting on the gunwales. But it wouldn’t have mattered, because the boat’s design was so unstable and tippy, it was unusable.

All that remains of the boat is this picture and what I learned about hull design.

The first job is to figure out what “hull design” means for you and your project. What’s the hard part? What’s the part that has to be right for the rest to matter?

Then we get to focus on the rest.

Moore’s law talks about the fact that computer chips get faster and cheaper over time.

It turns out that the biggest shift to our culture isn’t the changing speed of a computer chip, it’s what happens when we network humans together.

Adding more people to the internet has accelerated science, politics and every element of culture. The echos happen faster, the learning is exponential, and connected communities heat up and morph ever faster.

Science used to be a solo endeavor. A monk with some pea plants could figure out genetics. Today, there are millions of people advancing the work of millions of people, with new updates coming all day long. The problems are dramatically more difficult, but the solutions are possible because we’ve multiplied the speed of change.

Thinking of problems as things for individuals to solve is hopelessly out of date.