Published by Business Report, 16 August 2019 By Ryan Falkenberg Mention automation in any conversation these days and the first thing that springs to mind is job losses. In much the same way that AI is inextricably associated with the rise of the machines and the fall of humans, so automati...
Read MorePublished by BizCommunity, 22 July 2019 By Ryan Falkenberg, co-CEO of CLEVVA A few years ago, 'omnichannel' dominated every customer experience (CX) discussion. What it meant for most companies was 'digital'. They already offered contact centre (voice) and face-to-face engagement channels - w...
Read MoreArtificial intelligence is all around us, and the businesses seeking a competitive edge are already on the path of adoption. Are you? By Kirsten Doyle, published in Brainstorm 26 June 2019 Humans have been highly effective at collaborating for millennia, and have used this attribute t...
Read MoreBy Ryan Falkenberg Published in the Customer Experience Magazine, May 7th 2019 Ask the leadership of any reasonably-sized company what technology they’re looking to implement and they’ll almost invariably mention artificial intelligence (AI). In theory, that’s great, because AI has the...
Read MoreWritten by Ryan Falkenberg, Published in the Business Report, 18 APRIL 2019 Whether it’s in a bid to be seen as a thought leader or a more business-driven need to improve customer service channels, organisations across the spectrum are investigating the potential AI offers. Consumers are al...
Read MoreWritten by Ryan Falkenberg, co-CEO of CLEVVA, published in ITWeb 15th March 2019 Why have so few companies managed to give us a Google Assistant, Alexa or Siri experience in the customer service arena? As we fast-track into the digital era, the term 'artificial intelligence' is increas...
Read MoreIt’s time to embrace the inevitability of digital disruption and use it to spearhead innovation and redefine revenue. Article by Tasmin Oxford, Brainstorm, 22 February, 2019 Deloitte’s ‘Digital Disruption Index 2019’ found that three quarters of execu...
Read MorePublished in Top Performing Companies and Public Sector, 19th February 2019 A born and bred South African, Ryan studied business science with a Masters degree in Industrial Psychology, with the aim of contributing joy and success within the systems where people spend most of their lives – or...
Read MoreArticle published by ITWeb 19th February 2019 We still need to be hyper-critical of the impact of AI-powered decisions on people and society. Everyone is talking about artificial intelligence (AI). The fourth industrial revolution is upon us, and it is challenging our thinking about te...
Read MoreMichelle Constant, in her weekly slot 'The Jet Set Breakfast" looks to interview influential CEO's on a news article they feel is worth exploring in more detail. In this interview, Ryan Falkenberg, our company co-CEO, is asked to review 2 articles relating to the contact centre industry within...
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