Five Ways AI Is Bettering Customer Experience

Artificial intelligence is increasingly making its way into business operations and changing the way customers interact with companies. AI has played a huge part in customers’ online shopping experience since it began and now nearly every major organization is using machine learning’s data collection and processing skills to enhance how various departments function.

AI has proven to be a worthwhile investment for companies as it saves both time and money, but the biggest impact it has made by far is in customer experience. Here are five ways AI has transformed customer experience for the better.

  1. Providing Personalized Experiences

AI is providing personalized experiences in ways that were previously unheard of. In fact, customers rarely have to go looking for the products they want nowadays because personalized recommendations have advanced significantly.

Other examples of AI contributing to personalized customer experiences include using facial recognition to place orders and voice detection to interact with chatbots. These interactive experiences simply wouldn’t be possible without AI.

  1. More Efficient Service

The days of staying on hold in order to get your question answered by a telephone operator may soon be coming to an end. Chatbots and virtual assistants have allowed customers to get answers to common questions in a matter of seconds.

Evidently, human interaction isn’t needed in the era of AI and customers now have the option of self-service.

  1. Improved Availability

Customers are no longer on a time crunch when it comes to getting their questions answered. AI never sleeps and it is not limited to a 9 to 5 workday like customer service agents are.

24/7 customer support can be easily implemented with AI and our increasingly globalized world demands it.

  1. Anticipating Customer Needs

AI makes it possible to create connected customer experiences across various single touch-points. Brands can now put together their insights and data to build a complete picture of each individual customer’s needs.

Machine learning and artificial intelligence have enabled companies to intervene once they suspect a consumer’s loyalty is at risk. Considering the fact that it is much cheaper to retain customers than bring in new ones, this is a highly profitable benefit of AI.

  1. Reliable Customer Service Agents

Despite our best efforts, it’s impossible for humans to always be on their A game at work. Working in customer service day in and day out makes the likelihood of being “on” all the time even less.

Thankfully, AI isn’t capable of getting upset and quitting. Companies can rest easy knowing that their turnover rate won’t be an issue and customer needs will always be met.

When AI is thoroughly tested and integrated into an organization properly, it can do wonders for customer experience. The benefits of AI’s automated solutions definitely outweigh the costs!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

How to Get Your Work-Life Balance Down Pact

The nature of work has changed drastically thanks to technology, and it’s becoming increasingly difficult to leave work at the office. Many of us have also chosen to adopt a fast pace lifestyle that demands our work and home life to be more interwoven than ever before. Achieving the perfect work-life balance has never been so challenging, and workers have begun to recognize the importance of this balance over the past few decades.

In fact, young workers list work-life balance as one of the most important benefits their employers could offer. Even though we can all agree that companies making an effort to provide their employees with a healthy environment is a step in the right direction, this equilibrium can’t fall completely on their shoulders.

It’s time to take things into your own hands, and the following tips will definitely help you to achieve a better work-life balance:

  1. Compartmentalize Your Life

Flexible working hours and remote work are starting to take over the regular 9-5 office job. While many digital nomads have happily adopted this lifestyle and enjoyed the freedom it brings, it does tend to infringe on their work-life balance.

If you’re in this situation, the best thing you can do is not make yourself available all the time. Have set hours of the day put aside to do work so you can spare yourself the stress of always being connected.

  1. Find Ways To De-Stress

Finding things you can do to unwind is a great way to combat all the stresses that both work and life can throw your way. Whether this means curling up with a great novel, getting a solid workout in, or binge watching a new Netflix series – all de-stressors are well worth your time.

Even putting in just a few minutes of me time aside every day will help immensely when it comes to recharging your batteries.

  1. Drop Unnecessary Activities

Scrolling through your social media feed for hours on end every day is not an efficient way to spend your time. Take note of all the activities that aren’t contributing positively to your life or career, and make a conscious effort to reduce the amount of time you spend doing them.

A healthy phone-life balance often translates into a healthy work-life balance.

  1. Communicate Your Needs & Learn To Say No

Don’t be a “yes” person and take on more than you can handle. Even though this may mean disappointing some people in your life, your overall health needs to come first.

Burnouts are all too real nowadays because workers often assume their family or manager are aware of their needs. Communicating and standing up for yourself are absolutely imperative to achieving work-life balance.

Even though there’s no such thing as having the “perfect” work-life balance, it’s still something that’s worth striving for. By implementing these four tips into your everyday life, you’ll be much better off than before!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

What Millennials Want from Customer Experience

It’s official – millennials have higher expectations than older generations when it comes to customer experience.

This finding was the focal point in a recent report from Adobe that surveyed 1,500 American adults regarding expectations and preferences for digital experiences in the media & entertainment, travel & hospitality, retail, and financial services industries. Considering the fact that millennials have grown up in the mobile and digital era, this takeaway is hardly surprising.

Adobe’s 2019 “CXM Index” report also uncovered several other interesting facts about millennial customer experience preferences that differ significantly from that of older generations. Here are three notable discoveries that came from the report:

  1. Instant Communication

When interacting with brands, millennial customers expect instant communication such as receiving email receipts, mobile text messages, or coupons in their inbox following a purchase. Millennials like to be in the know and have constant communication with brands.

Amazon is a company that has fulfilled this desire particularly well with the shipping and delivery notifications they send to customers. Other brands have also started to catch on to this customer experience trend and now use chatbots that make it possible to respond to issues and questions in real time.

  1. Interacting With Computers

Unlike older generations, millennials would much rather engage with a computer than talk to a real-life person. Taylor Schreiner, Director at Adobe Digital Insights, explained, “You can see this expectation that technology will provide great experiences in some of their survey responses. For instance, about half of people under 35 would rather engage with a computer than a human when interacting with a brand. Older groups much more clearly want to talk to real people and expect interactions with people to give them better experiences.”

This finding coincides with the millennial desire for instant communication. Millennials like to do things more quickly and tend to be more self-efficient than older generations, and computers enable them to do just that.

  1. Having Their Voices Heard

Last but certainly not least, millennial consumers want to have their voices heard. The Adobe study revealed that nine in 10 people aged 18 to 34 said they would take action following a bad online customer experience. This action included stopping purchases from the company, telling friends, and posting reviews on social media or a review site. By contrast, survey respondents over the age of 35 were somewhat less likely to take action with eight in 10 people stating they would.

In addition to wanting to be heard, millennials expect a response. The study found that among the people that posted on social media about their bad experience, a total of two in three heard back from the company. Schreiner emphasized the importance of this, stating, “Being responsive to customers is fundamental to meeting their customer experience expectations.”

These customer experience trends are likely to continue for the foreseeable future and as technology advances, consumers will increase their expectations accordingly. The way brands interact with their customers is an ever-evolving process, and it’ll be interesting to see what exactly this entails going forward.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

Three Reasons Slowing Down Makes You More Successful

Most of us live a fast-paced lifestyle that is driven by a need to do the most and be the best. Work has become the focal point of a lot of our lives, and it’s not uncommon to put in more than 40 hours a week. In fact, being overworked is a bragging point for people nowadays. There has never been so much emphasis on “hustling.”

But just because the “hustling” mindset is prevalent; it doesn’t mean it works. Entrepreneurs actually experience success in their lives by doing the exact opposite and slowing down. Here are all the reasons taking time to think makes you more successful.

  1. Clarity Makes For Better Decisions

A clear mind will make much better decisions than one that’s overwhelmed with things that need to get done. The choices you make determine the trajectory of your career, so it’s imperative to have clarity of mind. It’s much more important to do things correctly than to get them done quickly.

Take some time out of your week to reflect on what has gone well and what can be done better the following week. Also take note of the challenges you face, opportunities for growth, and your overall goals. Even just taking an hour every week to think will significantly improve your clarity!

  1. Being In Touch With Your Emotions is Beneficial

We’ve all experienced what it’s like to ignore our gut instinct about something then regret it later on once it’s proven we were right all along. Emotions are essential guides that need to be listened to, especially when it comes to business. If there’s too much going on all at one time, this will hinder your ability to listen to your emotions and respond properly.

Slowing down is the only way to fully comprehend what is going on around you and respond in a calm, rational manner.  Nobody wants to be around a person that is stressed and angry all the time, and acting in this manner can be a hindrance to success. Take extra time to channel your emotions into positive actions; you definitely won’t regret it!

  1. A Healthy Mind Translates to a Healthy Business

If you don’t take care of your health, there is no way you’ll be able to conduct business successfully. At the end of the day, without your health, you have nothing. This is a notion that most people with super busy lives tend to forget about altogether.

Put time aside to prioritize your health, whether that be through exercise, journaling, or meditation. Taking care of your health will reduce stress and decrease your chances of developing chronic illnesses. If you take care of yourself, everything else will fall into place.

Slowing down is a key to success that isn’t recognized enough in modern day society. Keep in mind that despite what people may say, slowing down doesn’t mean you’re not using your time efficiently. In the long run, your success will speak for itself!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

How to Incorporate Self-Care into your Busiest Days

While hard work is a necessary piece in the puzzle of achieving lasting success, there’s a fine line between putting the pedal to the metal and overworking yourself. In recent years, a major shift has begun taking place where the phenomenon of burnout has become more widely understood in our society.

Burnout occurs when you feel that you’ve hit a wall mentally and physically. It happens most commonly amongst diligent workers who have a guilty conscious about taking breaks due to their lengthy to-do lists that demand heaps of time and energy.

Thankfully, due to the cultural conversation surrounding burnout, people have become more and more aware of the importance of combating the plaguing issue.

Enter self-care. A relatively new term to the cultural consciousness, self-care encapsulates all activities that help one care for both their mind and body. If you’ve ever experienced burnout, you understand how neglecting your needs for relaxation, fun, and even breaks can be the nail in the coffin that leads to the paralyzing and tiring feeling.

If you’re new to self-care, here’s the skinny on how you can prioritize your health and incorporate more of it into even your busiest days:

Move your Body

Regular exercise is one of the keystone factors in one’s overall health and wellness. However, if you’re not the “gym type” there’s no reason to fret! The beauty of exercise is that there isn’t only one way to do it! From walking to work, to doing jumping jacks in your office every half an hour, to swimming laps before you start your day, to getting a membership at a unique pilates studio ­– the possibilities are endless!

Do what you Love

Participating in activities that bring you joy is a way to give your mind a hug during stressful times. As swamped as you may be at work, it’s important that your job doesn’t impede on your ability to do the things that you love.

You cannot bring your best game to the office if you’re not nurturing yourself. Therefore, it’s important to get in touch with what it is that both relaxes and inspires you, such as playing a musical instrument, drawing, or even just taking your kids to the park for some good old-fashioned family time!

Eat Mindfully

Food is fuel. You wouldn’t fill a luxury car up with standard gas, now would you? So why would you provide your body with cheap fuel in the form of empty calories?

Taking the time to do meal prep can make a world of difference for your body and mental state. Coffee isn’t breakfast, and allotting ten minutes each morning to be present and enjoy a balanced meal with hard-boiled eggs, fruit, and a carb is the perfect way to ensure you show up to work with a clear mind that’s ready to greet the day with the enthusiasm you need to thrive!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Powerful AI Trends you can expect to see in 2019

After an exciting year of growth in the world of AI, pop culture has begun to accept its place in our society. Unfounded trepidation about AI has dissipated, and people are more willing than ever to get as excited as we are about how AI is changing the nature of work for the better.

At Innovative Vision, we are constantly fascinated by trailblazing technology. Here are the AI trends that we’re expecting to see in 2019:

Conversational Searches

At this point in time if you’re looking to learn more about the best restaurants in a city you’re visiting, you’ll find yourself searching “best places to eat in (insert city here)”.

Soon, however, searches will become more conversational. Consumers will have the option of simply speaking their questions, which will then be potentially met with follow-up questions from the search engine, such as “what type of food are you looking for?” This will result in higher quality results to any queries consumers have!

Advanced AI Assistants

While AI is currently living in the phones and homes of virtually everyone you know, the expectations of what it can do for the consumer are quite limited, such as:

  • Asking Siri to inform you of what year your favourite movie came out.
  • Telling your Google Home to turn off the lights.

In 2019, however, we expect to see the powers of AI enhancing other areas of your home, from your TV guide, your car, to even kitchen appliances!

Simplified Hiring

Finding top talent can be one of the most time-consuming processes if a company does not possess an efficient HR department, hence the purpose of recruiters.

Mya, “the leading conversational AI platform for hiring teams”, is the newest solution to the hiring problem – an AI recruiter! Mya automates outreach and communication across the end-to-end candidate and employee lifecycle. With “her” help, you can wave goodbye to the days of seemingly fruitless interviews and secure the fantastic hire you’re looking for!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

How Automation Promotes Customer-Centric Business Processes

The technology of automation is advancing remarkably. With new tiers of innovation being reached in this realm all the time, adopting customer-centric automation practices in your company can add immense value to your contact centre CX.

Here’s how automation can help promote a customer-centric experience:

  1. Case Management: The utilization of machine learning can assist in a variety of ways. From predicting case fields, to routing cases to the appropriate agent for the call!
  2. Enhanced Reporting: Automation makes your data analytics more robust by organizing your reporting into sections that illuminate and analyze data, taking the investigative work off your team’s shoulders.
  3. Improved Training: Platforms, such as learning management systems that are linked with your company’s workforce optimization program can be notified when an agent’s performance begins to dwindle. In response, these platforms will automatically respond by informing a supervisor or providing the agent with the training materials necessary to make the correction.
  4. Personalization: With automation, an agent can be swiftly provided with central insights about the customer they are interacting with, such as relevant information about any recurring issues they’ve been experiencing. Furthermore, with a CRM system, your agents will be provided with fine-tuned suggested responses to their issues.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Three A’s of Third-Wave AI

AI is everywhere. From Google Home running your household, chatbots handling your support issues, or Siri helping you remember the name of that actor you just can’t place, it is ever-present.

To make the impact stronger, AI is advancing into its third wave, an era that will be characterized by the technology’s ability to understand the “independent world”, similar to how a human would.

Companies will undoubtedly be able to leverage the human-like intelligence of AI to their advantage in a number of ways. Here are the 3 A’s of third-wave AI:

Assistants

While Siri is helpful for making phone calls or looking things up quickly, we generally don’t trust “her” to handle more sensitive, complex issues. Recently developed AI assistants are proving themselves to be more reliable, and can even hold significant conversations with you, making them feel more like a friend and less like a computer.

This will be beneficial towards businesses that rely upon personalized interactions with their clients.

Analytics

For any companies looking to gather in-depth insights surrounding their processes and performance, third-wave AI is here to help. New tools can now gather marketing data (such as keywords), and analyze it to produce detailed analytic reports at the sound of your vocal request!

Automation

Gone are the days of spending crucial hours working on tiresome tasks that you wish you could pawn off to another team member. With recent innovations, your business can automate and take care of processes such as ensuring bills are paid on time and payroll is handled efficiently.

These tools are just the tip of the iceberg in the sea of third-wave AI. Follow our blog in the coming months to learn more about how you can revolutionize your life through the power of AI!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

3 Ways to Determine your Customers Needs

Providing optimal CX is no easy feat. With constant advances in the world of customer care, it can be challenging to stay ahead of the curve. However, in order for your business to achieve the levels of success it dreams of reaching, it must invest in trying to understand your customers.

Fortunately, there are a wide variety of unique ways in which you can tune into what your customers are thinking. Here are 3 strategies you can employ to determine your customers’ needs:

  1. For Current Products/Services: Ask where you can Improve

The old adage, “don’t go looking for problems,” is redundant in the world of CX. In order to retain customers and build brand loyalty, your customers need to feel heard. When a customer care representative has an interaction, ensure they are asking them about any additional issues they may have found with your company but not brought up. Furthermore, you can reach out to your online community via direct messages to ask about where they feel there is room for improvement.

  1. For Future Products/Services: Ask for their Input

It is one of the highest compliments to be consulted when a decision is being made. If your company is considering inventing a new product or introducing a new service to its repertoire, gathering some of your loyal customers together to discuss the new product or service ­such as how they’d use it, or what they’d like to see featured in it, it a great way to gather valuable intel.

  1. For Everyday Matters: Always be Engaging

Being a part of daily online conversations pertaining to your industry is crucial if you’re truly committed to staying ahead of your competitors and understanding everything there is to know about your customers. By injecting your brand into digital conversations and engaging with not only your followers, but also potential customers, you can ensure that you are establishing yourself as a brand who cares to listen to every voice in your community.

At Innovative Vision, we are passionate about the world of CX. Founded in 2002, we are a marketing firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

The Best Way to Hack your Productivity

You can’t necessarily get ahead in business solely by boosting your productivity. We often fall into a trap of thinking, “if I was only more productive, I could _____.” Fill in the blank with whatever statement comes to mind. These thoughts range from increased profitability, better revenue, more sleep, new clients and on and on.

We often associate productivity with all-nighters, working weekends and early morning meetings. Even though these overtime sessions may be productive, they’re worse for you in the long run. Entrepreneurs need to achieve work-life balance because it will benefit not only your mental health but your business. If you’re staying up all night to get everything “perfect” before a big meeting, you’re likely not going to do as well as if you had gotten a good night’s sleep.

Recently, productivity has become almost a trend. There is an entire industry dedicated to helping people maximize their time. The good and services range from software, calendars, apps to journals and more. Everyone knows how satisfying it is to cross something off your to-do list. This quick and easy satisfaction can sometimes lead us to speed through tasks instead of taking the amount of time necessary to do it properly. Rushing leads to more work because you’ll need to go back and fix any mistakes made while rushing. It’s important to work smarter not harder.

Focus on “organizational efficiency” instead of productivity. Organizational efficiency means ensuring everyone and everything works together like clockwork. Leverage your business by maximizing everyone’s output. Instead of stressing out about the most urgent tasks and rushing the work, design a schedule to manage your team’s resources. In advance of an important deadline, meet with everyone to ensure their skills are being properly used to get the work done well and on time. Make sure you have your priorities in order and your team members are clear on their objectives.

Taking a little extra time to create a plan makes a world of difference and in turn, increases productivity. The work has to be done but it should be done in an organized, efficient way. Instead of thinking, “how can I cross this off my to-do list quickly?” Think differently. Start asking yourself questions like:

  1. What is my business’ mission and how can we uphold this mission?
  2. What tasks are absolutely necessary? If there are tasks that are unnecessary or you don’t have the time or ability to complete them, cross them off your list or give them to someone else.
  3. What are the best and most efficient ways to use the systems and software I have in place?
  4. How can I assign the best tasks to the most suitable team members so we all reach our individual goals?
  5. What business analytics do I need to make note of so that I can discover our flaws (or strengths)?

Valuing organization efficiency over productivity has another benefit: better communication. You’ll get to know the members of your team by figuring out their strengths and weaknesses. Teamwork will help you in all your future endeavours. It’s crucial to focus on leveraging everyone’s skills to put out amazing work rather than getting the work done quickly. Work smarter not harder.