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The case against point tools in customer service, and the journey from "search" to "guide." - http://bit.ly/Einstein4telcoCX
#knowledge #AI #customerexperience #customerservice
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Read seminal Gartner article on knowledge management for customer service
#knowledgemanagement #customerservice #CX


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Have we said this before? It's because we can never put enough emphasis on it, especially in the context of digitization (or digitalization) of customer service.

#digital #customerexperience #customerservice #CX #AIforCustServ
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What's the platinum bullet for CX transformation?
Artificial Intelligence-infused knowledge

#customerexperience #CX #knowledge #AI

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Cobrowsing and Customer Service: What, Why, How
One technology that tangibly improves customer experience & the agent experience is cobrowsing. Are you paying it enough attention? http://bit.ly/cobrowse4CX

#cobrowsing #customerexperience #customerservice
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Do you wonder, can't point tools provide customers the omnichannel, seamless experience they want? What if you put a little social media tool, a chat tool, a little bit of marketing stuff? It’ll be cheap & it'll get the job done. Right?

Consider this a tip gathered from experience. You are wrong. Point tools create silos. Silos abhor consistency, and won't deliver seamless experiences. You are better off with a platform approach.

#customerexperience #platform #hub 
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Out-Amazon Amazon in Online Selling!
Omnichannel consumers don’t differentiate between channels. Adopt and adapt these offline innovations to improve online customer service and sales: http://bit.ly/outamazon

#CX #customerservice #digital #omnichannel

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#Tip How do you meet the reality of unpredictable customer journeys?

Don't put the cart before the horse: First, think of the customer experience. Then, work on the technology.

#customerjourney #customerexperience #customerservice
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