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Today saw yet another acquisition in the contact center space. This one has Genesys purchasing Interactive Intelligence Group Inc. for $1.4 billion. Instead, the wave of the future is in communities. Customers aren't really looking for call center management to assign an agent so they can complain - they just want answers. Think about the way customers behave today. If they have a question, they take it to Google to look for an answer. If the customer service department can't operate the same way, customers will look elsewhere. Sponsored By: Interactions WEBINAR: Combining Artificial Intelligence With Human Intelligence Tuesday, September 27, 2016
12:00pm ET/ 9:00am PT Real improvements in automatic speech recognition accuracy and natural language processing technologies have surfaced in the past decade, yet flawless performance is still a goal, leaving many consumers of speech technology unsatisfied. While automation is key for scale and delivery convenience for customer support and virtual assistance, it is simply not enough to ensure reliable performance. This talk discusses strategies for combining human assistance with automated service delivery paradigms to provide users with reliable speech services.
Everyone talks about customer journeys as critical to understanding and designing the customer experience. I can't argue with this; I've been talking about looking at experiences from your customers' perspective for years. But often, we look at journeys in a vacuum: Do we understand the impetus for the contact, the customer's mindset, or any previous experience the customer brings to the journey? In a market where omni-channel customer engagement is the gold standard, it's a challenge to truly reach the pinnacle in the customer experience. But do companies truly understand what that means? The days of static, one-way marketing - presenting an image and hoping customers get it - are long over. Marketing is becoming a two-way process, in which consumers have as much hand in defining the brand as the company itself. Social media and omnichannel marketing is the driver behind this. What it means for brands is they need to start living their marketing messages instead of just presenting them. A great example of this can be seen among fitness brands, who are having to transcend sports, fitness and lifestyle to create a complete picture of themselves to consumers. Today, companies are finding that business as usual just doesn't work anymore. Customers are now in the driver's seat, and they are the ones building the support infrastructure. Competitors are a click or log-in away, and customer loyalty is lower than it ever has been. Yet many companies continue to blithely put substandard customer experiences out there and say to customers take it or leave it.
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