Many of our customers are starting to use machine learning to improve the performance of their company. Machine learning is an application of artificial intelligence (AI) which trains computer systems to learn on their own without human assistance. Recently, we have seen an explosion in machine learning successes across many industries. There are three key reasons; an increase in the amount of data available, algorithm improvements and increases in computer hardware speeds. There are three broad categories of machine learning:

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In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Brian Solis, award-winning author, keynote speaker and Principal Analyst for Altimeter Group, the digital analyst group at Prophet. Hi Brian, what do you think have been the most significant advances in CX in previous years? You can’t talk about customer experience if you don’

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It’s that time of year again. Paris Retail Week is kicking off this month bringing together eCommerce and Omni-Channel Retail Innovators. Paris Retail Week is held at Paris expo Porte de Versailles and will bring together 600 exhibitors and 30,000 professionals all under one roof. This year promises some amazing keynotes, sessions and networking opportunities. So how can you pick just the cream of the crop? In the end, it depends on where your brand sits today and

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Chatbots have been a hot topic in retail in 2017, and it looks like this trend is set to continue. Many retailers have introduced the humanoids into their online and mobile customer service strategy to offer customers the human touch in real time, which has become desirable in the digital age. Accenture Strategy recently found that 77% of individuals still want human interaction when they require guidance and advice, which can be a challenge for retailers to provide when more

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Salesforce has coined the current era as ‘The Age of the Customer’, where everyone and everything is connected. In banking, this transformation means that technology will play an increasingly significant role in, the way customers interact with their bank. But will the introduction of the bots, machine learning, and AI mean a better quality of customer service? Or do people still want the human touch? Among the benefits, machines are more accurate than human beings; they don’t get tired

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