by graham@customerresults.com | Jul 29, 2016 | Uncategorized
So here we are in Jan 2015. After nearly 10 years this is prime time for intelligent digital experiences, integrating artificial intelligence and digital platforms to deliver transformational results.. Personalized digital experiences add a huge amount of value. But...
by graham@customerresults.com | Apr 21, 2015 | Uncategorized
While the CMO rightly increasingly “owns the customer” in many companies, what all the research shows really defines the customer’s perception of Lifetime Customer Value is the ongoing Care Experience. That’s right the Customer’s...
by graham@customerresults.com | Oct 7, 2014 | Uncategorized
The business transforming applications for Intelligent Virtual Agents (IVA’s) continue to evolve. The major focus of IVA’s in the past 5 years has been the automation of service interactions, especially text based chat, email and social interactions and a...
by graham@customerresults.com | Jun 6, 2014 | Uncategorized
In 2002 a movie “Simone” starred Rachel Roberts as a computer generate actress filling in for a real actress (Winona Rider) who was unable to complete a movie. Simone became a star and the movie is about her agent (Al Pacino’s) difficulties in avoiding revealing she...
by graham@customerresults.com | Oct 11, 2013 | Uncategorized
I have been working on a series of presentations to newly appointed Customer Experience leaders and have come to the conclusion that my chosen industry of Multichannel Customer Experience is suffering from a number of myths held as given truths that are worth calling...
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