How Data and Technology are Redefining Self-Service

Self-service is nothing new, but the ways in which data and technology are being used to power it are changing rapidly. Artificial intelligence (AI) provides businesses with new opportunities for customer experience, driving the expansion of self-service. Today, customers have more options for engaging with businesses and their favorite brands. At the same time, businesses can provide a more personalized experience as well as predict what customers might want in the future.

In today’s episode, Amelia talks with Dan Miller about whether or not chatbots can improve customer experience. Dan will also discuss how data and technology are redefining self-service, how CX leaders are now improving their digital CX, and the four pillars of maximizing the conversational cloud.

Dan Miller is the Lead Analyst and Founder at Opus Research, a diversified advisory and analysis firm providing critical insight on software and services that supports digital transformation.

In his role, Dan conducts research, writes reports, provides consulting services and administers conferences specializing in Intelligent Assistance and Intelligent Authentication.  He coined the term "Conversational Commerce" to describe applications and services that improve person-to-person, person-to-machine and machine-to-machine interactions.

Enjoy!

In This Episode

01:00 - What led to the founding of Opus Research

03:00 - What CX looks like today

04:25 - How data and technology are redefining self-service

06:01 - How CX leaders are now improving their digital CX

07:33 - How companies are making the most of their data

08:40 - The four pillars of maximizing the conversational cloud

Favorite Quotes

01:50 - "I coined the term 'conversational commerce' to capture the idea that the best CX, the best customer experience, takes the form of a conversation between individuals and the brands or companies that they want to do business with." - Dan Miller

04:01 - "And what's basically happening, because we're looking at bringing some form of artificial intelligence or conversational AI into the conversations between companies and their customers is that we're really defining self-service." - Dan Miller

09:58 - It's the resources, both human and automated that smooth things out, that orchestrate the conversations, and that keep track of things over time but amount to the integration of multiple systems to provide coherent and correct responses at scale." - Dan Miller

Connect with Dan Miller

LinkedIn
Twitter
Opus Research

 
Visit NICE inContact - Visit NICE

Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter  - https://twitter.com/NICE_CX


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