Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers

Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers

James Witcombe James Witcombe | Wednesday, June 28, 2017

Editor’s Note:This guest post, by James Witcombe of SMAART Recruitment, features an interview with PTP’s Erni Mededovic and highlights the rise of artificial intelligence in Australian contact centers, and it’s connection to customer experience.  

Australian contact centers are taking a steady and careful approach to introducing artificial intelligence (AI) into their contact centers. Around 7% of Australian contact centers currently use AI in their interactions with customers, with an additional 11% planning to introduce it in the coming 12 months. A high percentage of remaining contact centers are currently exploring the idea, however 44% of contact centers have no intentions to introduce AI.

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What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?

What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?

Mark Pendolino Mark Pendolino | Monday, April 17, 2017

Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of keeping your customers happy, and have technological solutions for gaining insights on your customers through the power of data, they are different as it pertains to managing your customer and prospect base.

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How to Enchant Customers & Employees…according to Guy Kawasaki

How to Enchant Customers & Employees…according to Guy Kawasaki

Erin Triman Erin Triman | Monday, August 29, 2016

Increasingly, the experience is the product.

The experience a customer has when they unwrap their purchase or get to personalize the music on hold or chuckle at the sheer number of dog puns in a piece of marketing (BarkBox: You lucky dog! We paw-pick the best toys for your pawchus.) is how you reach customers’ hearts and provide the emotionally-charged memories that garner loyalty.

Customer experience, in some ways, is more important than the product itself, leaving organizations scrambling to dream up ways to differentiate and enchant customers.

At our user group last week, Guy Kawasaki, Chief Evangelist at Canva and former Evangelist at Apple, defined enchantment as “the art of changing hearts, minds and actions.” He then proceeded to model, in the wittiest of ways, his top 10 steps to enchantment. Below is the advice he gave.

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