Protect against the AI/chatbot backlash
By Tom Martin Forrester Research predicts a year of reckoning for artificial intelligence (AI) in 20191. The market research firm foresees a backlash against automated chatbots, which routinely exasperate customers searching for assistance. The high expectations placed on AI in customer service will also fall back to earth this year. …
Using RPA to manage contact infrastructure
By Kelly Koelliker The hybrid workforce is a growing reality in today’s contact centre. By handling repetitive and mundane tasks, robots accelerate productivity and make it possible for back-and front-office employees, like contact centre agents, to spend their time on more substantial projects. By 2021, Forrester Research estimates there will …
Creating a high-value, digital-ready contact centre
By Rob Daleman Based on overall revenues and market size, the Canadian domestic contact centre market continues to face headwinds. IBISWorld recently reported that the Canadian telemarketing and contact centre industry shrank by -3.2% from 2014 to 2019 and it predicts additional declines through 20241. The continued slowdown in domestic …
The three key innovation CX trends for 2019
By Stephen Loynd The customer experience (CX) team at Frost & Sullivan has seen three important innovation trends come across our desks in 2018, each of which has resulted in detailed white papers. We recommend that Canadian organizations examine each of them, as they will be impacting enterprise CX strategies …
How AI benefits advertising
By Sebastien Filion Artificial intelligence (AI) is quickly becoming a mainstay in numerous industries globally, enabling more efficient manufacturing, safer transportation and faster problem-solving and data processing. While these practical applications are actively seen almost daily, AI is also being applied in ways we don’t see at first glance, namely …
Turning a mistake into success
By Todd Grossman What happens when a pricing error has the potential to become a PR nightmare? Hong Kong Airlines (HKA) had to find a fast answer to this question last August when online bargain-hunters noticed an astoundingly low price for one of its transpacific flights: too low, in fact, …
Elevating CX with AI
By David Chavez People are the fabric of every company, and the engagement and success of employees directly correlates to both business results and customer satisfaction. Companies that effectively use next-generation digital technologies, combined with human intelligence, including emotional intelligence, have greater prospects for higher customer-centricity, loyalty, employee fulfillment and …
The need for speed
By Elliot Sedegah The modern customer is voracious, constantly seeking out new content. As soon as one piece of content is consumed, they are busy clicking on the next, which needs to be served up immediately. This nonstop demand for content represents endless opportunities for brands to connect, delight, engage …
CMA and nabs Canada Announce New Partnership
TORONTO–The Canadian Marketing Association (CMA) and nabs Canada today announced a new partnership to increase awareness of, and support for, nabs programs that assist professionals in the marketing and communications sector who face personal, career and family challenges. “We are delighted to enter this partnership with nabs because of the …
High-profile roster of industry leaders to discuss the future of payments at the 2019 SUMMIT
Victor G. Dodig, Dr. Leila Fourie, Jim Marous, and more to be announced, join the agenda of payments and technology leaders at Canada’s largest payments conference OTTAWA–Payments Canada welcomes top payments, fintech, technology and business leaders to this year’s annual conference taking place May 14-16. This year, The SUMMIT will …