Chris Arnold

Do you Know Your Return on Investment from CX Transcription?

It’s All About the Data: How Automatically Transcribing Your Conversations Multiplies Your CX Strategy Most CX organizations have invested millions of dollars in transcription but are hard pushed to show the ROI. The promises of yesteryear technology never materialized and some companies even had a...

How the World’s Leading Brands are Finally Winning with Digital and Artificial Intelligence

If we’re honest, digital capabilities in both sales and service channels have fallen short of their potential over the last two decades. The world’s largest companies have seen little reduction in CX spend, even as digital capabilities have multiplied. So, What’s Gone Wrong? There are...

Do We Really Have a Voice of The Customer Program Without AI?

Voice of the Customer (VoC) has been a nut our industry has tried to crack with varying degrees of success. Despite difficulties in uncovering it, the act of gathering VoC has always been a necessary endeavor to capture rich customer insights that guide important...

4 Insights From Fortune 500 CXOs on AI

Recently, I met with a group of senior Fortune 500 folks (virtual of course) from Chief Experience Officers through to Directors of Contact Center Operations to discuss what they wanted from artificial intelligence in the coming year. Four key insights arose from the CXOs...

Transcription: The Hidden Weapon To Accelerate Transformational Change

Artificial intelligence is now making real-time transcription and speech analytics investments in contact centers meaningful because it allows customer experience (CX) operations to make radical improvements. Imagine capturing 100% of every customer interaction, whether voice or digital. Imagine having objective, real-time insight into...

When Artificial Intelligence is Your Cost Savings and Employee Coach

With contact centers globally adjusted to the new normal, there are a number of artificial intelligence levers they can pull to deliver increased levels of customer satisfaction and major cost savings that aren't constrained by the limited capabilities of today's chatbots., Agents remain a...

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