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Helping You Deliver Tomorrow’s CX, Today

How to Provide a Seamless Service Experience - and Other News

Anna Sabryan
Senior Product Manager

Enjoy our weekly round-up of top news stories across the CX landscape.

 

Oracle CX Social Content:

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Oracle Customer Experience Cloud Suite News:

Uchida Yoko Improves User Satisfaction by Constructing IR FAQ with Oracle Cloud – Oracle
The company improved CX while reducing internal workload with Oracle Service Cloud solution.

Albuquerque Amazon Alexa Skill Takes Heat Off Call Center – Don Fluckinger, SearchCRM (TechTarget), 5.24.18
The City of Albuquerque is using an Amazon Alexa skill powered by Oracle Service Cloud to provide automated answers to citizens while reducing call center volume.

 

Industry News:

Emotions Matter When It Comes To Engagement: Report – Beth Negus Viveiros, Chief Marketer, 5.30.18
According to a recent study, emotions and gut feelings can often be the deciding factor in making purchasing decisions across both B2B and B2C marketing.

6 Tips For Providing A Seamless Service Experience – Sarah Nicastro, Field Technologies Online, 5.30.18
In order to deliver seamless service, consider omnichannel communication, proactive pre-appointment communication and company-wide visibility.

Unified Commerce Is Here: The Customer Experience Of The Future – Sudipto Ghosh, MarTech Series, 5.29.18
The new model for customer-centric retailing and selling goes beyond the traditional omnichannel approach and includes emerging technologies like AR, VR, AI and more.

Blockchain In Retail: Building A New Level Of Consumer Trust – Vish Ganapathy, Chain Store Age, 5.25.18
As consumers want to trust their retailers, the benefits of blockchain could transform retailers’ supply chains to the advantage of brands and consumers alike.

 

Innovation:

AI And IoT Lead The Way For Enterprise New Tech Investment In 2018 - Tony Safoian, Forbes, 5.29.18
38% of the 500 IT professionals surveyed, claimed that AI was the primary focus of emerging tech projects, with IoT and blockchain coming in at 31% and 10%, respectively.

Blockchain, service-centric networking key to IoT success - Patrick Nelson, Networkworld, 5.31.18
IoT needs monetization, security, and a strong edge network. Researchers say they have the solution-Blockcloud-blockchain along with a service-name addressing system.

IoT Will Have The Most Impact On Business In The Next Five Years, Survey Says - Michelle Evans, Forbes, 5.31.18
In the next five years, the cloud and Internet of Things (IoT) will be the top two technologies for planned investments.

 

Customer Service:

Ten Tips For Honing Social Media Customer Service Skills – Don Fluckinger, SearchCRM (TechTarget), 5.24.18
To boost social media customer service efforts, organizations must explore how service can be integrated seamlessly into social media channels.

Augmenting customer Service with AI - Sunil Aryan, Analyticsindiamag, 5.31.18
While the IVA/AI interface can lack empathy, tone & timber for human conversation, it makes it up by being objective, efficient and accurate.  These bots have the capability to enrich customer service experience.

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