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artificial intelligence
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Emotional Intelligence in the Age of Automation
- July 20, 2018
- Posted by: CSIA Editorial Team
- Category: Community, Competitive research, CSIA, CSIA Blog, Employee Development, Innovation, International Customer Service Standard, Professional Implementation
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As we discussed in a past article: Artificial Intelligence and the Customer Service Experience, emerging technologies that include artificial intelligence will only have long-term value if augmented with human touch. Coined a few decades ago by psychologist and author, Daniel Goleman, “Emotional Intelligence” or E.I. will become increasingly important in this Automation Age. What defines
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Artificial Intelligence and the Customer Service Experience
- December 27, 2017
- Posted by: CSIA Editorial Team
- Category: Community, CSIA Blog, Innovation
Some of you may remember the movie 2001: A Space Odyssey. In this 1968 science fiction movie, HAL 9000 is the onboard computer deemed “foolproof” and “incapable of error”. ‘Hal’ was one of the first cinematic examples of artificial intelligence (AI). Even in that movie world, it was at times tough to tell if Hal
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Wired and Dangerous – Webinar with Customer Service Expert Dr. Chip Bell
- November 17, 2017
- Posted by: CSIA Editorial Team
- Category: Community, Competitive research, CSIA, CSIA Blog, Innovation
We had the pleasure of hosting another live, information-packed webinar with customer service keynote speaker and best-selling author, Dr. Chip Bell. Dr. Bell is the founder of the Chip Bell Group. He brings decades of corporate experience prior to starting this consulting firm, when he served as Director of Organizational Development at NCNB, which is