CX Compass Book No. 3
This book is your practical guide to building the Conversational Enterprise: a living, listening ecosystem where bots and humans don’t compete, they complement.
Silence is expensive — and in CX, it’s deadly. Every pause between a customer’s request and your response is loaded with impatience, frustration, and judgment. The longer the silence, the faster trust evaporates. A chatbot that loops canned replies, a voicebot that stumbles over intent, or a human agent chained to rigid scripts all create the same problem: dead air where there should be dialogue.
This book is your practical guide to building the Conversational Enterprise: a living, listening ecosystem where bots and humans don’t compete, they complement. You’ll see why scripts collapse under real conversations, how Gen AI voicebots and chatbots can improvise like seasoned teammates, and how to design recovery paths for the inevitable “oops” moments. It’s about creating a symphony of voices — digital and human — that keeps the dialogue alive, seamless, and unmistakably on brand.
Because in the end, customers don’t care about your org chart or tech stack. They don’t want “channels.” They want one conversation, uninterrupted, wherever and however they reach out.
Why silence is expensive: The costly gap between request and response.
Skip the script: Why rigid flows frustrate more than they help.
Gen AI bots in action: Smarter, adaptive chat and voicebots that feel like teammates.
Never trust a bot alone: How to balance automation with the human touch.
Oops moments: The hidden costs of bad conversational design — and how to fix them.
Compounding conversations: Building CX that gets smarter every day.
The conversational choir: Harmonizing humans, bots, and systems for one seamless dialogue.
Looking to modernize their service model with conversational AI.
Tasked with breaking down silos and building continuity.
Tired of “oops moments” and bot fails.
Who want technology that scales without losing the human touch.
The future of CX isn’t a solo act. It’s a choir — every voice, human and digital, in harmony.
Download your copy and start building your conversational enterprise.
