Kaye Chapman

The Challenge of AI Voice Assistants in Customer Service

Now is the time to reflect on how our businesses will handle customer-side automation coming this year, and how more organizations can handle automation-related issues generally as technology develops. We can take the lead from design ethicists such as Joe Edelman to consider how best to work with this technology in a way that doesn’t result in negative outcomes for our businesses, our agents or our customers.

How Blockchain Could Transform The Customer Experience

Blockchain. Bitcoin. Cryptocurrency. It’s likely you’ve heard these terms mentioned in the news recently, but unless you work in banking, these terms probably don’t factor...

More Than Just Lip Service: How To Turn Corporate Values into Lived Behaviors in...

Communication – We have an obligation to communicate. Respect – We treat others as we would like to be treated. Integrity – We work with customers...

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