Digital Engagement
Are you tapping into the power of personalization?
Innovations in AI and machine learning allow you to offer more predictive, personalized engagement. See how improving the customer experience can not only increase loyalty, but boost your marketing ROI. Read more
Michael Lawder
Chief Experience Officer, ASAPP
Why AHT isn’t the right measure in an asynchronous and multi-channel world
How should we be measuring agent efficiency when it comes to concurrent digital conversations? In a multi-channel world, is AHT really the right metric to gauge CX success? Read more
Heather Reed, PhD
Data Scientist, ASAPP
Think beyond the bot: 3 proven strategies for digital-first business success
Digital CX has changed. Consumers today expect a seamless experience across channels. Learn how the latest innovations in AI are helping organizations meet new demands. Read more
Michael Lawder
Chief Experience Officer, ASAPP
Modern CX Teams: What do they have that you don’t?
Digital strategy isn’t limited to chatbots and IVRs. Innovations in AI create new opportunities for personalized engagement on channels your customers prefer. Read more
Michael Lawder
Chief Experience Officer, ASAPP
The chatbot backlash
Chatbots and IVRs have got a bad name. But there is a place for them in digital CX strategy. See how the right automated chat can help agents better serve customer needs. Read more
Michael Griffiths
Data Scientist, ASAPP
The profound limitations of rules-based chatbots
Rules-based chatbots simply can’t handle the complexities of customer conversations. See why forward-looking companies have moved on. Read more
Joseph Hackman
Senior Machine Learning Engineering Manager, ASAPP
Automation should help resolve, not deflect
Playing “keep the customer away from the agent” is a lousy use of automation. A better strategy: Use automation to help the agent resolve customer issues. Read more
Austin Meyer
Head of Solution Design at ASAPP