Most customer interactions will be automated by 2020

20 January 2017

It’s not just organisations that want high-quality automated services, it’s customers.

Should there be a Chief Artificial Intelligence Officer (CAIO)?

4 August 2016

1996 was an inflection point with technology, and 20 years later we are that same point again with AI, sometimes referred to as cognitive technologies.

The Benefits of AI for Business

6 June 2016

I am often asked how business will be transformed by Artificial Intelligence. Benefits can be delivered in three main areas.

Customer Experience is key

20 August 2015

Two of the key things that make a great customer experience are consistency and efficiency.

How is AI and knowledge work technology transforming customer contact?

27 May 2015

Knowledge work tools can reduce costs by helping organisations be more efficient, but that’s not the whole story.