Despite Customer Anger, HP Stands by Its Cartridge Authentication System
By Keith Kirkpatrick March 20, 2023
Maintaining a balance between ensuring customer experience and the need to ensure solid revenue streams is a challenge faced by many organizations. Amid an environment where menu hacks are shared on Twitter to highlight ways to save money by using...
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Salesforce Announces Einstein GPT
- By Keith Kirkpatrick March 8, 2023
Salesforce announced on March 7 Einstein GPT, a new generative AI technology that combines OpenAI’s enterprise-grade ChatGPT with Salesforce’s private AI models to deliver relevant and trusted AI-generated content across sales, service,...
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Delivering Empathy to Improve CX
- By Keith Kirkpatrick March 6, 2023
Providing a good customer experience is often dependent upon the ability of an organization and its representatives to provide efficient, timely, and personalized service to customers during each interaction. However, the ability to display empathy...
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Salesforce Delivers New Analytics, AI, and Automation Solutions for Communications Providers
- By Keith Kirkpatrick March 6, 2023
Salesforce announced in late February several new solutions aimed at the communications industry that are designed to help improve agent productivity and performance, streamline contact center management, and enhance the customer experience. The...
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Amdocs, Microsoft Announce a New Customer Engagement Platform
- By Keith Kirkpatrick February 28, 2023
Amdocs, a provider of customer experience software and services to telecommunications and media companies, and Microsoft announced a new Customer Engagement Platform. The new platform is designed and built to enable communications service providers...
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Managing Remote Contact Center Workers to Ensure Success
- By Keith Kirkpatrick February 28, 2023
The COVID-19 pandemic helped to usher in several changes in the ways organizations interact with customers. From the use of QR menus in restaurants to the advent of buy-online, pickup-in-store services, organizations needed to shift the way they...
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Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year
- By Keith Kirkpatrick February 21, 2023
A new enterprise CX survey from TELUS International indicates that many executives are planning to increase CX budgets in 2023.
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Identifying and Responding to CX Pain Points
- By Keith Kirkpatrick February 15, 2023
Brands can effectively use technology and training to reduce interaction friction, process friction, and relationship friction in customer interactions.
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Corporate Leaders See External Hackers, Internal Staff Errors, as Top Cybersecurity Breach Causes
- By Keith Kirkpatrick February 9, 2023
A new survey from EisnerAmper indicates that companies are wrestling to balance enhanced security with a smooth customer experience.
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Building Trust with Citizens Through Better CX
- By Keith Kirkpatrick February 3, 2023
Local governments should borrow best practices from commercial brands to increase the level of citizen trust and engagement.
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Balancing Efficiency Against Human Interaction in Restaurants
- By Keith Kirkpatrick January 31, 2023
Restaurants have been at the forefront of customer-facing technology innovation in the past few years, with some pandemic tactics here to stay.
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Auto-Authentication Techniques to Save Time and Improve CX
- By Keith Kirkpatrick January 27, 2023
Using multi-factor authentication and biometrics, in place of traditional account verification, can reduce friction in customer service.
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SugarCRM Debuts New Digital Self-Service Capabilities
- By Keith Kirkpatrick January 26, 2023
SugarCRM has announced digital self-service capabilities that are aimed at middle market business-to-business (B2B) companies.
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Improving CX in Food Manufacturing
- By Keith Kirkpatrick January 23, 2023
In past decades, many consumers rarely gave much thought to how the food they consume is processed, which ingredients were used, and from where the raw ingredients were sourced. But today, with health and dietary restrictions, concerns about the...
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Providing Flexible Product Returns While Limiting Fraud Opportunities
- By Keith Kirkpatrick January 10, 2023
Customers have myriad options to purchase products, at both physical stores and online. To entice customers to purchase from their organizations, many stores will provide hassle-free product returns, with relatively lenient criteria for accepting a...
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The State of CX in 2022
- By Keith Kirkpatrick January 3, 2023
As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained...
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