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AI, without the BS

We are investing substantial time and effort in helping people to better understand what all the hype around AI and…

Conversation: The interface to value

Last week I visited the Web Summit in Lisbon. A truly great event to meet new people and companies, get…

Conversational Commerce and Humanising the Customer Experience

I think about Conversational Commerce and its impact on Customer Experience for some time now. How should we develop AI…

Requirements for an intelligent chatbot for the enterprise

Automating customer service is the holy grail. Wouldn’t it be great if you could generate automatic answers for most common…

The evolution of automating customer service

The world is being automated and it’s changing our lives. Our homes are smart, our cars drive themselves and many…

Automating customer service for Black Friday

Online sales hit a record $3 billion on Black Friday with over a $1 billion coming from mobile. Most of the sales…

Why the Internet of Things is important for customer service

Our latest project with Dutch energy company Oxxio received lots of news coverage last week. In partnership with web agency TamTam, we…

5 myths busted for automating customer service

In a world dominated by an “I need it now” mentality customers don’t just want their queries solved. They want…

What customer service professionals can learn from screenwriters

Many companies, both on and offline, try to create successful customer journeys by reducing negative emotions and stimulating positive ones.…
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Dirk Jan Dokman, CCO CX Company
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