Exploring Virtual Reality for Empathy Training
Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our latest virtual reality (VR) prototype, which uses empathy training to guide new employees through a virtual...
Botman versus SuperAgent: The Dawn of a New Contact Centre
Movie theaters have been packed with superhero movies lately. Many of these pit humans against machines in a fight to the death. Is the contact center industry undergoing a similar battle – as “Botman” (automation, self-service and chatbots) is pitted against...
Join Your Colleagues on the Customer Engagement Leadership Council
Navigate the new era of customer engagement with confidence — and reap the rewards The Customer Engagement Leadership (CEL) Council, a Frost & Sullivan Professional Development Community, is the world’s foremost member-driven, global business...
Engaging with the Consumer of the Future: The Next Wave of Innovation
Watch Video PRESENTED BY Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University SESSION ABSTRACT The future isn’t an accident. The future is built everyday by the actions of people, organizations and corporations....