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The humble beginnings of chatbots
Don’t worry, we’ll keep this a bit short, but it’s important to nerd out and know the basics and the arc of what happened with chatbots. The first-ever chatbot, presumably, “…”
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The Fourth Industrial Revolution
We are at the dawn of what some analysts call “The Fourth Industrial Revolution.” The World Economic Forum has defined this as different from The Third Industrial Revolution – that’s “…”
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COVID and the doubling-down on flexibility and speed in B2B partnerships
The biggest transformation we’ve seen since mid-March is the need for flexibility and speed in customer interactions. We need partners and customer experience processes that can adapt quickly, creatively, and “…”
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Five major shifts in customer experience because of COVID
We’re entering a nearly-Golden Age of customer experience, and in reality, a lot of the trends we were already seeing are just being accelerated now. What are some of those? “…”
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COVID and the acceleration of customer experience trends
If you sat quietly for 15 minutes and tried to figure out all the different ways that COVID-19 impacted customer experience, you’d probably come to a list something like this: “…”
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RPA Projects: How long until implementation, and who is involved?
Start here, with two previous posts on the topic: OK. Now let’s talk about timelines and people How long do these projects take to implement? This is the million-dollar question, “…”
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The mutating outsourcing contract
Outsourcing buyers are looking to gain access to some of the advantages of outsourcing in a more accentuated and formalized format: through the contract. Some of the trends in outsourcing “…”
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Why Do RPA Projects Fail? 5 Reasons. Internal Knowledge
Last week, we wrote about the best processes to consider for Robotic Process Automation (RPA) projects. We are currently working on RPA projects internally; the rollout to clients will come “…”
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What are some good processes to start with RPA?
There can, unfortunately, be a belief among executives that automation is a “silver bullet” that can solve numerous problems around process and cost containment. There’s some evidence that some jobs “…”
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B2B during COVID: Core tenets similar, delivery methods very different
How B2B has changed, per McKinsey McKinsey recently launched a survey of B2B decision-makers across 11 countries, seven sectors, and 14 categories of spend. We’re obviously very interested in this “…”
