Posts Tagged ‘Customer Service’

It’s no secret that Salesforce is a leader the industry when it comes to customer service technology, with many current users looking to increase their investment. According to the Forbes, “61% of service organizations are increasing investments in actionable analytics within Salesforce. Integrating systems, reducing duplicate data entry, and implementing more responsive customer service are […]

Customer service is more important than ever, especially with more choice on the market. For organizations, there is a salient need to implement systems that offer quick resolution and high customer satisfaction. In a recent webinar, we shared how Amazon Connect, can transform your Customer Contact Center. The technology, developed by Amazon internally to serve […]

At the end of the day, a streamlined business can witness tremendous cost and time savings, not to mention deliver better experiences for customers and employees. Most, if not all, leaders in the communications space have ongoing initiatives for optimizing their business, whether it’s the implementation of sophisticated software and technology, or process reengineering to […]

Machine learning, artificial intelligence (AI), and cognitive computing are all hot topics in the industry. When discussing these subjects, questions revolving around the impact of AI on human labor typically come up. Vikram Pandit, the former CEO of Citigroup, was recently asked what the banking sector might look like in the future. He said that […]

Data and technology play a significant role in the future of finance; however, many tried-and-true best practices are still critical for winning (and keeping) customers. We have seen an incredible change in the financial services industry, especially as it pertains to the customer experience. Whether through robo-advisors, better user design, or chatbots, customers have become […]

Have you heard of the Fourth Industrial Revolution? If you were at Dreamforce ‘17, you sure did! First there was steam, next electricity, then computers, and now the Fourth Industrial Revolution, where machine learning allows artificial intelligence and robotics to come alive, and the Internet of Things to transform customer experience. Technology is rolling out […]

The data that SoFi leverages enables the company to be quick and efficient – two things that people value in companies. However, the data and technology that make SoFi successful also addresses some of the regulatory concerns by essentially forcing it to be blind to applications. Data is helping financial institutions with tasks like identifying […]

Data is king for many reasons, and the amount of data we produce every day grows exponentially. According to some estimates, 90% of the data in existence today was created within the last two years. IBM estimates that we create 2.5 quintillion bytes of data every day, or enough to fill 10 million Blu-Ray discs. […]

Predicting the future of finance is, for the most part, impossible. However, if you look back (and not that far) at the history of innovation in our industry, chances are you believe the future is bright. Consider how far we’ve advanced in just the past 60 years: Modern-day credit cards were introduced in 1950, starting […]

Adjusting to the new regulatory environment Recent problems with bank employees opening unauthorized accounts for consumers have focused the regulatory spotlight on sales practices in the industry. The fallout from sales practices problems has been spectacular and well-publicized: Hundreds of millions of dollars in fines and legal costs Destruction of shareholder value Brand and reputational […]

Yesterday, we held a webinar featuring Christine Livingston (Perficient, IBM Watson Director) and Dean Upton (Blueworx, Product Management) around the delivery of customer service using IBM Watson. With self-service platforms becoming popular among global organizations, our webinar served as an informative dialogue around information and best practices. Check out our summary below: Our webinar also […]

In the Age of the Customer, where everything and everyone is connected, delivering a connected service experience for your customers – from call center to the field – is an absolute must! As industries continue to face digital and technology disruption, we’re seeing that the customer experience has overtaken product and price as the true differentiator […]