BI and AI: A Powerful Combination
Business intelligence and artificial intelligence tools can make your job a little easier — actually, a lot easier. Let’s take a look at the differences between BI and AI, the benefits of each, and how they work together to make a positive impact on your productivity and decision-making.
What is Data Literacy? Learn Why Data Literacy Is Important and What Companies Are Doing to Address It
As smartphone usage, social media activity, and IoT growth skyrocket day by day, the amount of data generated across the globe is absolutely staggering — and it only continues to grow.
Citizen Experience: What It Is & Why Public Services Should Care
Technology has completely changed the way citizens access services and information in nearly every aspect of their lives — from purchasing goods to accessing financial services.
3 Ways Contact Center AI (CCAI) Provides a Competitive Edge for 2021
Across the globe, enterprises are increasing customer satisfaction with conversational AI. As organizations continue to face complex challenges, contact center transformation is no longer an option. In order to stay competitive, businesses must deploy the next-gen technology needed to meet rising customer expectations. As we approach the new year and a digital-first future, businesses are looking for new ways [...]
5 Steps to Modernizing Applications for the Cloud
In today’s digital environment, modernizing applications presents the opportunity to increase business value, generate ROI, and rapidly create change. At the same time, app transformation empowers organizations to reimagine and update their customer experience, which is vital in an increasingly social, mobile, and easy-to-use world. Engaging applications that cut through the noise have quickly become integral to enterprise success. [...]
Ask a User Experience Designer: Top Use Cases for Contact Center AI
Now more than ever, organizations must be more customer-focused and integrate modern technologies into their contact centers to communicate via social media, email, voice, and other digital channels. As enterprises are challenged with meeting today’s tech-savvy consumer demands, cloud-based platforms, AI-powered agent assistance, and intelligent virtual agents are vital to delivering a seamless, personalized, and quick customer experience across various channels. [...]
Conversational Design for Voice and Chat Bots
Conversational experiences via a chat or voice bot are starting to become more commonly seen and more widely accepted. And introducing bots into operations presents a way for organizations to both improve customer service and increase operational efficiency. But upon deciding to implement a bot, many companies jump right in and build one with minimal planning and design. After all, we all have conversations all the time, so [...]
EXcelerator for User Experience: Connecting Your Ideas to Solutions
Many people think it’s enough to simply have an initial idea before jumping straight into Agile development since the promise of Agile is to quickly refocus efforts on high-value functionality. However, for an Agile methodology to succeed, you need to create a plan at the outset to effectively change the status quo. Ultimately, the quality of this initial plan will determine the trajectory of your Agile efforts. So how [...]
Great Apps Start with Great Experience Design
How do you create a dynamic, engaging experience for customers and employees with apps? It’s much more than just visual design, understanding customer demographics, or compiling extensive user research into elaborate journey maps, though all of these play a useful role. Instead, it’s about bringing those moving parts together and using technology as a tool or enabler while always focusing [...]
Ask the Expert: How to Go Beyond Technology with Experience Design
Have you ever had a truly terrible User Experience? Whether it’s a chatbot that misses the mark, an automated answering service that leaves you in search of a live person or an online payment portal that just doesn’t add up - these experiences are unfortunately one of the ties that bind us. Thankfully, the bar for User Experience seems to inch upward every day. With the cloud, machine [...]
Building Faster: Workshop-Based Experience Design
It’s safe to say everyone agrees that the ideal approach to experience design is to start by investigating your users, gaining insight into their behaviors and motivations. From there, you move into detailed design of all aspects of your system. But what happens when this sort of user research and design approach isn’t practical, because of budget, timeline, or other concerns? [...]