Rulai News and Views

Jim Rembach

Jim Rembach, CX Expert Emeritus, Customer Experience Professionals Association (CXPA), host of Fast Leader Show Podcast, and Contact Center expert with CCW Digital, ICMI, and Board Chair with Call Center Coach leads Rulai’s Marketing and Customer Experience efforts.
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Recent Posts

Delivering an Effortless Chatbot Customer Experience

Posted by Jim Rembach on Dec 19, 2017 9:16:32 AM

In their report, The State of Customer Service 2017, Incite Group found that delivering an effortless customer experience was the prime topic designated by executives. 98.74 percent ranked it from important” to “very important” to “essential”.

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Topics: Chatbots, Customer Experience, Chatbot Technology, Chatbot Use Cases

The 3 Different Generations of Chatbot Technology

Posted by Jim Rembach on Dec 12, 2017 12:46:55 PM

There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Knowing the difference will help you to understand the customer experience and business impact to a much greater degree. 

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Topics: Chatbots, Chatbot Solutions, Chatbot Technology, Artificial Intelligence

Alert - Chatbots are not living up to promises

Posted by Jim Rembach on Oct 12, 2017 11:00:45 AM

Chatbots are not living up to the promises that many people are expecting. And there's five common reasons as to why, that you need to know.

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Topics: Customer Experience, Contact Center, Chatbots, Chatbot Fail

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