How Artificial Intelligence Will Change The Field Service Industry

How Artificial Intelligence Will Change The Field Service Industry

Replace or enhance? That’s the question many people ask when discussing implementing artificial intelligence (A.I.) in the workplace, fearing that computers will put them out of a job. Just this past September, Forrester released a report saying that 6 percent of U.S. jobs may be replaced by A.I. and bots by 2021. For employees, this may sound ominous, but it …

Journey Science in Telecom- Take Customer Experience to the Next Level

Journey Science in Telecom: Take Customer Experience to the Next Level

Journey Science, being derived from connected data from different customer activities, has become pivotal for the telecommunications industry, providing the means to drastically improve the customer experience and retention. It has the ability to link together scattered pieces of data, and enhance a telco business’s objectives. Siloed approaches are becoming obsolete – take call centers as an example – there …

4 Predictions for Artificial Intelligence in 2017

4 Predictions for Artificial Intelligence in 2017

And I don’t just mean the naughty photos filter on Twitter or the fake news suggestions on Facebook. So in the midst of this hype, how do figure out how this affects you? Here are some predictions on where AI is heading in 2017 to help you bring some of the hyperbole down home. There’s no doubt that artificial intelligence …

5 Reasons to Use Business Intelligence at Your Call Center

5 Reasons to Use Business Intelligence at Your Call Center

People often speak of business intelligence (BI) in the same breath as “business performance improvement” (BPI) and “informed decision-making.” Both statements are true and entirely applicable to the modern call center. However, business intelligence holds other benefits for your call center or collections agency. We discuss a few of them here, alongside the aforementioned BPI and decision-making. Allow yourself to …

The power of data ownership: Getting it right in 2017

The power of data ownership: Getting it right in 2017

Industry forecasts for marketing technology in 2017 will come fast and furious with the year’s end. But as we look ahead, a persistent issue confronts digital marketers of every stripe: data ownership. Why is this topic at the top of the agenda for 2017? Owning your marketing data seems simple at first blush. But with every new channel, platform, device, …

Big Data in the Magic Kingdom: Disney’s Secret to Customer Experience Success

Big Data in the Magic Kingdom: Disney’s Secret to Customer Experience Success

What’s the big data secret behind Disney’s magical customer experience? Or any other retailer relationship, for that matter? Whether shopping for clothes, sniffing-out cheaper utilities, or strapping on apersonalised bracelet for a visit to the Magic Kingdom, we expect the earth in return for our custom. And why not? Shaped by new technologies and channels, this complex marketplace no longer …

As with All Data

As with All Data, Big Data Needs Governance –

In an increasingly data-driven business world, big data takes operational analytics and a 360-degree view of customers to a new level. Big data from websites, call center applications, smartphone apps, and social media can reveal how your customers behave in diverse situations, thereby enabling modern multichannel marketing. Big data can provide larger data samples, thereby expanding existing analytics for risk, …

Data is money: stand by for the Gold Rush

Data is money: stand by for the Gold Rush

The gold rush is on again, and once again it is centerd on the American West. The original gold rush started at Sutter’s Mill in Coloma. This time round, it is starting in Silicon Valley, and you will need more than a pan and a slice of luck to find your fortune. With the big data revolution showing no signs of slowing …

Validating Models: A Key Step on the Path to Artificial Intelligence

Validating Models: A Key Step on the Path to Artificial Intelligence

To stay competitive in a digital economy, businesses increasingly need to move beyond simple reporting and descriptive analytics to a more predictive approach that puts artificial intelligence (AI) strategies to work to engage with customers in new ways. So how can you find a practical way to start applying AI in your business? One path forward follows three steps: leverage …