Category Archives: Guest Post

Where does AI belong in the retail customer experience?

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan to where artificial intelligence is the best solution. Continue reading Where does AI belong in the retail customer experience?

Up-skilling workers is as important as updating technologies, says Aspect Software

Anxieties over automation are reaching new heights, with new figures from the Organisation for Economic Cooperation and Development (OECD) showing that 46 per cent of jobs are likely to be “significantly affected” over the next 20 years. But organisations looking to digitally transform should not forget about the needs of their employees, as human engagement will always remain an instrumental part of business. Continue reading Up-skilling workers is as important as updating technologies, says Aspect Software

Will AI eliminate humans in the retail contact centre?

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact centre?” On one side of projections, analysts cite a dismal future for the role of live agents in retail, with estimates of redundancy within the decade. These sensationalists, as I’ll call them, are more interested in evoking shock than they are in preparing customer experience leaders for the future. Continue reading Will AI eliminate humans in the retail contact centre?