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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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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Nobody likes to wait in line. Whether it’s standing in line for an amusement park ride, queuing up at the doctor’s office or stuck in traffic -- nobody wants to wait for something that they want right now. Waiting in line at the grocery store is an unpleasant reality for most people. After pushing a heavy metal cart around the store while being serenaded by sleep-inducing 70’s music, too often you are left to play checkout line

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