Show: Future Talk

Episode: 0095 Future Talk - The Future of Customer Service


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Episode Description:

This episode focuses on the future of online customer service, an area that most people have a practical interest in. Modern companies seek to gain competitive advantage by providing a good experience at every point of customer contact, from the company's website, to an actual purchase, to support after a purchase. One of the most important trends in customer service today is the increased use of artificial intelligence, and we'll examine how AI is changing the customer service industry. Another important issue is privacy. Companies can serve us better when they know more about us, but how much is too much, and do we really want all of our personal tastes and preferences to be out on the Internet? We'll discuss some recent initiatives to protect consumer privacy, and provide more transparency as to how our information is being used.

The guest is Keith Pearce, Senior Vice President at Genesys, which provides 11,000 organizations all over the world with customer experience technology. He’s lived and worked around the world for over 20 years, creating innovative marketing programs for a wide range of companies, and he brings a unique global perspective to his work.

Martin Wasserman hosts.

Episode Short Description: Keith Pearce, Senior Vice President at Genesys, a developer of customer experience technology, discusses the future of online customer service.

Downloads of This Episode:

[SD File Downloads]: 12

[HD File Downloads]: 16

[Total File Downloads]: 28

 


SD (Standard Definition) File

File Name of SD Episode: 0095 Future Talk - Future of Customer Service.mpg

Total SD Episode Video Runtime (hh:mm:ss): 00:28:36

File Size of SD Episode Video: 1,356,148,736 Bytes

Resolution of SD Episode Video: 720x480

Date SD Episode Video Uploaded: Friday, July 27, 2018 - 12:18


HD (High Definition) File


File Name of HD Episode Video: 0095 Future Talk Future of Customer Service.mp4

Total HD Episode Video Runtime (hh:mm:ss): 00:28:36

File Size of HD Episode Video: 3,265,854,091 Bytes

Resolution of HD Episode Video: 1920x1080

Date HD Episode Video Uploaded: Friday, July 27, 2018 - 12:19