by Dr. Natalie | Sep 17, 2018 | Agent-assisted service, AHT, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Field Service, Customer Lifetime Value, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, dreamforce, Innovation, Leadership, ROI Of Customer Experience, ROI of Customer Service, Self-Service, transformation
by Dr. Natalie | Sep 12, 2018 | Agent-assisted service, Agile Solutions, AHT, AI, Application Developers, Artificial Intelligence, Contact Center metrics, CSAT, Customer Experience, Customer Lifetime Value, Customer Service, Customer Service Agents, CX, Data, Data Scientists, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Faster time to value, FCR, Innovation, KPIs, Leadership, NPS, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Self-Service, Technology, UX/UI Designers
AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?” If you are wondering how AI can move the needle on the metrics you get...
by Dr. Natalie | Jan 23, 2018 | Alexa, Amazon, Amazon Go Store, Amazon Prime, Artificial Intelligence, Cloud Computing, commerce, Customer Experience, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Experimentation, Innovation, Internet of Things, IOT, Machine Learning, Mobile Apps, Mobile Commerce, Saturday Nite Live, Start-Ups, Technology, The Future of Work
What if a store had no cashiers or cash registers? What if at the entrance, there were turnstiles and you had to scan your smartphone upon entering the store? What if you didn’t need cash, credit cards or checks? That’s what the new Amazon Go stores are...
by Dr. Natalie | Jan 9, 2018 | CEO, CFO, Chief Revenue Officer, CIO, CMO, CTO, Culture Change, Digital Disruption, digital transformation, Dr. Natalie's Blog, Human Capital, Innovation, Leadership, Organizational Change Management, ROI of Organizational Change Management, Social / Digital Media Listening / Monitoring/ Engagement Platforms
I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask what to do. As an early...
by Dr. Natalie | Sep 12, 2017 | CEO, CFO, Chief Revenue Officer, CIO, CMO, CRM, Crossing the Chasm, CTO, Culture Change, Customer Experience, CX, Digital Business Platform, Digital Disruption, digital transformation, Disruption, diverse prespectives, Dr. Natalie's Blog, FailFast, Innovation, Leadership, transformation
Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways. In fact,...
by Dr. Natalie | May 30, 2017 | Artificial Intelligence, Big Data, Digital Disruption, Disruption, Dr. Natalie's Blog, Experimentation, Innovation, Internet, Internet of Things, IOT, Leadership, Machine Learning, Technology
Wondering whether you should invest in AI and Machine Learning? That’s a question that the most innovative companies are considering. Why consider it? One good reason is because your competitors have already started. If that doesn’t give you some reason to...
