Tag: chatbots

June 17, 2020

We are living in a world of digital transformation. Nearly everything that you need can be found online, from groceries to entertainment and more. Most, if not all, businesses are adopting digital practices as part of the transformation, simply to keep up with consumer drive for real-time transactions and solutions, fueled by technological advances. What… Continue reading Why the power of human touch isn’t lost in the digital transformation

June 05, 2020

When it comes to customer support and experience, more and more studies are showing that there are more cons to chatbots than pros. While consumers tend to turn to chatbots to lodge a complaint or get a quick answer, when it comes to major decision making or problem solving, consumers would rather speak to a… Continue reading In an age of bots, here’s why your customers still value personal experience

May 08, 2020

Imagine you’re experiencing an issue with a service or a product and you need to reach the business to ask questions, troubleshoot or even ask for a refund. You call the business and are walked through an automated prompt to reach a certain department. You think you choose the right department, but you didn’t, so you’re… Continue reading In an overly automated CX world, human interaction matters

May 06, 2020

The digital world is rapidly expanding. With the rise of chatbots, automated customer service, artificial intelligence – it feels as though human engagement is becoming a thing of the past. In fact, Gartner estimated that currently 85 percent of customer interactions with a business will be handled without any human involvement. But there’s a lot to still be… Continue reading Humans vs Robots: Who will win?