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Welcome

A Truly Human Experience Starts Here

Communications solutions that integrate human touch with digital proficiency.

Industry Experts

The industry experts at Tactis span the full spectrum of integrated marketing communications for federal government, commercial & non-profit.

20-plus years’ longstanding engagements with both association and commercial partners – not excluding a host of Fortune 500 companies – puts Tactis in a unique position to make a difference no matter the industry vertical, no matter the charge.

Commercial & Associations

A long and varied history of Federal government partnerships puts Tactis in good stead to understand the intricacies of GSA schedules, compliance and accountability when working with Federal government.

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Our Services

We are an omni-channel customer experience agency that integrates human touch to create outcomes that matter. Our services include:
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Omni-Channel
Omni-Channel Orchestrations

We orchestrate solutions across channels to ensure there is a consistent customer experience regardless of the touchpoint with your audience.

Change Management
Customer Experience Strategy and Design
Digital Transformation
Personalization
Product Selection and Integration
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AI Services
Artificial Intelligence Driven Insights

We implement AI data-driven solutions that drive personalization and help find the game-changing insights across all your data sets.

AI Strategy and Design
Computer Vision
Forecasting and Optimization
Machine Learning CX Insights and Optimization
Natural Language Processing
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User Centric Design Service
User Centric Digital Self-Service

We design intelligent self-service solutions that ensure that your users have access to always-on services that reduce the need for human intervention.

Advanced Omni-Channel Virtual Agents
Content Strategy
Digital Product Design and Development
Marketing Automation
Voice of the Customer
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Smart Contact Centers
Smart Contact Centers

We staff smart contact centers with skilled agents who can provide thoughtful solutions to novel situations that call for a human touch.

Case Studies

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All of Us Research Program (NIH)
Learn more about how Tactis is helping to create one of the world’s largest biomedical research platforms. 
US DoD
The Challenge of Monitoring Space and Terrestrial Conditions
How Tactis is helping build a new tool for improved capability to analyze sensor data related to solar flares, solar winds, and other space environmental conditions that may affect high-altitude aircraft, and space- and ground-based systems.
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The Consumer Healthcare Products Association (CHPA)
Utilising the ‘client as partner' approach, Tactis helped improve the web experience of a leading national trade association.
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UNICOR
How Tactis is helping shine a spotlight on the social and economic good of increasing successful inmate re-entry into society.
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The World Bank - Inclusive Education Initiative
How Tactis is Helping Transform Education for Children with Disabilities

Latest Insights

Latest Insights

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Last week Zoom announced their new AI-driven customer service initiative, part of their Zoom Contact Center product. This is a big deal precisely because it’s a big deal: Zoom has over 300 million active daily users, giving it an enormous leg up on customer awareness, access, familiarity and even favorability. Zoom’s value proposition is in setup ease. No complex coding, no extensive rules-based content strategy – the AI figures all of that out for customers. This makes the product potentially very appealing to businesses below the enterprise level, who can in theory add chatbot-based customer support even if they don’t have the dedicated IT resources of a billion-dollar company. Many will replace live agents, and many more will go straight to AI-support instead of ever having live agents.  

And that is great for Zoom, as frictionless implementation is what will drive scale and their growth. And it’s great for consumers, as more of the brands they interact with will have improved customer service. And of course, it’s good for any individual business, because they can up their customer experience game relatively easily, right? 

What happens though if Zoom is successful, and implementing AI-based customer service is easy and affordable enough for millions of businesses? Let’s play it forward with an example. Say you own a motorcycle and you want to buy a LED headlight conversion kit. You find the one you want and then need some help with installation and wiring. Where do you go? With an AI-based customer service tool that builds its content off of publicly available datasets instead of proprietary in-house data (which is what makes it so easy to implement in the first place), it turns out you may have quite a few choices: 

  • The headlight manufacturer could use Zoom’s AI to show customers how to wire the headlight into a specific brand and model of bike.
  • The motorcycle manufacturer might have the same instructions, but just for its own bikes.
  • The retailer that sold the headlight could easily provide the same information, to alleviate purchase anxiety and accelerate a sale.
  • Motorcycle media, news and reviews sites might add the feature as well, to create stickiness and generate more page views and ad impressions, and as a value-add to advertisers like the LED headlight manufacturer.
  • And half a dozen YouTube influencers who make a living reviewing and recommending products like this LED headlight might offer it as well.

When solutions are easy to scale, the value they add is easy to be captured by lots of different entities. This means that this value becomes commoditized, undifferentiated. It’s still worth something of course – customers receive a benefit regardless of the channel or entity that solves their problem.  But if anyone can offer AI-based customer service, it ceases to be a unique facet of a brand’s customer experience, and is instead simply a new cost of doing business, the 21st-century equivalent of a 1-800 number or a FAQ page.

We absolutely agree that AI can transform customer service by providing new and scalable self-service paths for customers. We believe its value goes further than that however, and that it can be used to better inform and prepare live agents for the moments that matter, where a human voice is more important to the customer and more impactful in the brand experience. The more time your customers spend interacting with robots, the more memorable and unique those times they interact with real people will become.

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