IoT is already being used in retail, but 2018 will be the year where this technology really transforms the customer experience. We've already seen an increase in customer touchpoints – such as in-store tablets and online chatbots – but this will evolve rapidly over the next 12 months as shops …

Artificial intelligence is on the cusp of becoming a great (and not-so-scary) tool for companies to increasingly rely on. From AI in customer experience to creating and sustaining jobs, we have a lot to look forward to in its development and usage. Quite a few articles touched on AI this …

I always enjoy these conferences where experts from many different companies share their experiences and examples. What is the modern customer experience? The way I see it, it's a better customer experience provided by the company that embraces technology, such as AI, chatbots, content … Read More

After almost a year of escalating hype about AI, the capabilities are beginning to bring real benefits to marketers. While it is still early in the maturity cycle, AI is showing promise according to analysts at Gartner. I recently spoke with Martha Mathers, Practice Leader for Marketing and Marketing … Read …

The survey, 'Experience is Everything', finds that in an age of chatbots, digital payments, artificial intelligence (AI), the Internet of Things (IoT) and Big Data, companies need to work harder to strike the right customer experience (CX) balance. Price and quality remain top of mind when consumers make … Read More

Yet the utility of AI has the potential to go far beyond man versus machine showboating. Offering the enticing possibility of a vastly improved user experience, AI could help leading online casinos to create a platform that's virtually been built with the individual player in mind. One possible application is … …

Many people will undoubtedly fear AI and what it could mean to jobs, privacy and share of wealth. Our real-world experience with customers is that AI stimulates the economy and increases job satisfaction. “New technology initiates productivity gains. GDP grows in parallel with productivity. It happened … Read More

Indian Railways is exploring the use of automated chatbots, a first for the rail sector, so as to respond faster to train-related queries and enhance customer experience. The possibility of use of chatbots were showcased at a recent railway conference on Artificial Intelligence (AI) and a high-level committee … Read More

This, in turn, helps the company improve customer experience as well as decision-making in relation to customer prospecting, credit approval and financial crime detection. In all these fields, there are significant opportunities to apply AI, but in a very large organisation, data is often fragmented. Dealing … Read More

The 2017 holiday shopping season trended better for online U.S. retailers with an estimated 16.6 percent jump in e-commerce sales compared to the same period last year. With a successful holiday season behind them and consumer confidence up, retailers are starting 2018 optimistic. But what can … Read More