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...
by graham@customerresults.com | Sep 24, 2013 | Uncategorized
For the past ten years banks and financial services have been working to provide a one bankexperience. At its basic level this means providing all the offered products and services in one place. That could be a “portal”, or a single 1-800 number or a branch...
by graham@customerresults.com | Sep 17, 2013 | Uncategorized
There is a lot of talk, a lot of work and a lot of success amongst the customer experience professionals of the world about optimizing interactions. More and more interactions continue to move to online and more of those to mobile. Social is finally starting to make...
by graham@customerresults.com | Sep 10, 2013 | Uncategorized
I was chatting with a banking executive today, recently promoted as a VP customer experience and engagement, who is facing a conundrum. He has just completed a national survey of his consumer base (which includes both consumer consumers and small businesses). ...
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