Category Archives: HCDAgile

Is your RFP process sidetracking your end goals? Here are two ways the process breaks down - and how to
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Customer Service Journey Recap Blog Photo
The current caller customer service journey is fraught with friction points. We discuss how to use IVAs to alleviate the
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designing intelligent virtual agent conversation paths
The team started creating Wally, our Intelligent Virtual Agent, by determining what questions he should answer - and how to
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Conversational AI Virtual Agent Blog Header
Wally is our brand new Conversational AI Virtual Agent and is happy to help callers with any issue they may
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Conversational UX Design Photo
Carol Righi and Tom Thelen discuss why conversational UX design is so important in contact center AI transformation.
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enterprise-contact-center-leaders-headset
Customers today have myriad ways to contact a business, enabled by the digital explosion that has taken businesses online. Despite
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solve-the-right-problem
Without taking business value, customer satisfaction, and necessary timelines into account, jumping to solutioning can lead to project failure.
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hcdagile-understanding
We often get pushback on our HCDAgile methodology. So what value does it deliver to our clients?
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citibank
Citibank's accidental $500M transaction was blamed on a poor UI design. Here are the three main ways HCD could have
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