Quality & Service

Despite advances in automation, good people and good techniques remain essential to manual work.

A webinar describes how to develop AI customer service chatbots that meet customer expectations.

A webinar explains how AI can improve communication and coordination across business units

Companies using e-commerce sites like Amazon must work to maintain a strong brand identity.

Giving customers what they want quickly is a worthy goal. Businesses can’t always afford to do it.

When employees represent the views of customers, management needs to have their backs.

Top-down management is good for building operational excellence but not rapid innovation.

A webinar describing what companies need to effectively use AI and automation for operations.

There’s no oversight on coders who write critical software that runs key systems. That must change.

Data on its own has value, but insights from that data substantially increase its value.

Done right, automation can be a win for everyone — even workers.

Digital customer service platforms offer better service when they use customer-centric language.

Unlikely collaborators are teaming up to provide higher-quality, lower-cost services.

Using AI to create humanlike computers is a shortsighted goal.

Deploying AI is very different from implementing standard software — and human input is essential.

Conversational commerce has the potential to transform the business supply chain.

Join the co-authors of “Using Analytics to Improve Customer Engagement” and special guest Teddy Bekele as they show how analytical innovators are gathering and sharing data to build loyalty and keep customers.

When artificial intelligence is used to expedite certain legacy processes, it can act more like a Band-Aid than a cure.

Organizations that make use of data from a variety of sources excel at customer engagement, as explained in the 2018 Data & Analytics Report.

In this webinar, Cornell University’s Sheryl E. Kimes discusses the expectations disconnect between companies and customers over self-service technologies.