When it comes to customer service and process, we have grown up with humans assisting and supporting our needs, along with them setting the schedule for the service process. Welcome to the show AI and RPA. Artificial intelligence (AI) and robotic process automation (RPA) are the next wave of customer service process. What is RPA? According to Pega.com, robotic automation … [Read more...] about AI & RPA: Changing Customer Service
Process Improvement and Innovation
Last class we were charged with reading Using Customer Journey Maps to Improve Customer Experience by Adam Richardson, and a light bulb went off for me. I say this because within my company, our “customers” may not be our end user. The end users are one customer, certainly, but we can’t forget about the sellers of our product, who, as the Digital Team, we are charged with … [Read more...] about Who’s your customer?
From MySpace to Business Process Improvement By Melissa Newman My relationship with Social Media is one that is ever evolving. This relationship is as constant and unpredictable as the platforms can be themselves. As a Millennial, I had the privilege of watching Social Networks launch and gain momentum, but in all honesty, I wasn’t impressed. While my peers were overjoyed … [Read more...] about From MySpace to Business Process Improvement