July 2017 - Blueworx

The Generation of Now… Are You Prepared to Serve?

The Millennial generation is the largest in US history and they’re already having a considerable impact on the economy. A strong brand for your company isn’t enough to be successful any longer. With product information, reviews and price comparisons all available via a device that goes with them everywhere, Millennials are making choices that can offer maximum convenience at the lowest cost.

So it’s more important than ever to be sure that your customer service practices and customer experience design are ready to serve these young clients the way they want to be served. The time to get this right is now.

When Was the Last Time You Felt Like a Welcomed Guest?

Think about the last time you walked into a store and felt welcomed, like they were excited that you were there. The sales person wanted to help you and worked to understand your needs to assist you in your shopping journey. What about the last time you had a dinner party? Did you just know that your guests felt welcomed and enjoyed being with you? These moments are what you call a “personal experience.” How can businesses translate these personal kinds of feelings into a process which creates a customer experience that is memorable?

Four Considerations When Planning for AI in the Contact Center

The adoption of Artificial Intelligence (AI) has been said to have been “right around the corner” for at least a decade. As with all disruptive technology, it takes time for mass acceptance. Yet when that tipping point happens, we better be ready to harness it. In a 2016 Harvard Forum, Ed Felton, Deputy U.S. Chief Technology Officer from the White House Office of Science and Technology Policy, likened the importance of Artificial Intelligence to that of mobile computing and internet. Just imagine that. Eventually AI will be as common in our lives as our Smartphones and the Internet. So, what do companies need to do to prepare themselves for this revolution?
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