March is Women’s History Month, a time to celebrate and honor the awesome things women have accomplished throughout history and recognize their contributions in Customer Experience. In the ever-evolvi...

About as common as unjustified fears of AI overlords enslaving the human race, are blanket defenses of AI technology as something inherently good, ethical, and safe. In short, we supposedly have nothi...

“Here we go,” you think before morosely tapping out the 1-800 number on your dial pad. You only have a ring’s worth of time to dread the IVR’s voice before you hear it through the phone, the same cann...

Chances are you’ve read about the flashier aspects of AI implementation—automation of rote tasks, CX tailored to individual customers, saving money—even if you’re not an industry veteran. However, unl...

More often than not, the stories we hear about AI and customer experience are either warning us against nefarious practices or recollections of a negative encounter. Thankfully, the reality of AI is b...

So much of the conversation around AI implementation in business, including our last couple of blogs, focuses on customer service, and with good reason: chatbots and other digital agents have proven t...

One thing any event planner will tell you is that making in-person connections is a powerful thing. But, while our current social distancing status is the most obvious, there’s plenty of reasons why i...

At Humach, we see our human agents and our digital ones as distinct, essential entities, each with a set of strengths and weaknesses. Neither is in competition with the other, nor could either party c...

When it comes to consumers, their behaviors, emotions, and influences change but the one thing we know for sure is: people do business with people they like and trust; they value that “human touch”. D...