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AI-enabled personalization and optimization for customer data platforms

Twilio’s CustomerAI Technology Enables One-to-One Customer Engagement

The News: Customer engagement platform Twilio this week announced CustomerAI, its technology that leverages the combined power of large language models (LLMs) with the rich customer data that flows through Twilio’s Customer Engagement...

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Generative AI for personalized marketing and commerce

Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization

The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud,...

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Consumer preferences for digital travel booking experiences

Booking a Trip? The Digital Experience Matters

The News: Digital experience analytics provider Glassbox released research demonstrating how small friction points will cause customers to walk away from a brand’s digital experience and move on to a different one. According to the research,...

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Healthcare patient experience

Personalization and Deep Understanding Need to Be at the Heart of Patient Experience

Dr. Adrienne Boissy, Chief Medical Officer, Qualtrics The field of experience management covers not just customer and employee experience, but other categories that are not quite the same as being labeled a “customer” or “consumer,” such...

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Luxury customer experience

Developing Enhanced Experiences and Services to Retain Luxury Customers

The News: The Luxury Institute issued a white paper in April 2023 focused on the myths surrounding the definition of luxury and high-net worth (HNW) and ultra-high-net worth (UHNW) customers. The myths revolved around the commonly held beliefs...

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Delta Sync digital experience

Delta Airlines Rolling Out Personalized Digital Experience for Mobile Devices

The News: First announced at CES 2023, Delta Sync has started rolling out on domestic mainline flights equipped with free Wi-Fi by T-Mobile. Described as a platform that serves up personalized content, access, and offers, passengers use their...

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Data flexibility in customer data platforms

Data Flexibility Drives Customer Targeting, Insights for The Washington Post

The News: Customer data platform (CDP) vendor ActionIQ released the results of its two-year engagement with The Washington Post, which helped drive business growth and a more holistic reader experience by increasing data flexibility and...

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No-code app editing engine

Airship Launches No-Code App Experience Editor

Mobile app experience provider Airship recently unveiled App Experience Editor, a no-code native app editing engine, as part of move to innovate and upgrade the company’s App Experience Platform. The new utility, together with Airship...

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Large language models and generative AI

Creative Virtual Using Vectorization to Limit ChatGPT Hallucination

Large language models (LLM) and generative AI technologies are the latest must-have technologies that vendors are incorporating into CX platforms and underlying tools. Since the general availability of OpenAI’s ChatGPT late last year, the CX...

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Next-best action

Improving Personalization and Convenience Via Next-Best Action Support

Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40%...

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Wayfinding tools for better CX

Navigating to a Better CX Via Inclusive Wayfinding Technology

In public and commercial spaces, wayfinding tools are an essential part of delivering a great customer experience. As anyone who has tried to navigate an unfamiliar transit system, large public building, or shopping mall knows, challenges with...

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Customer engagement research

Customer Engagement Can Drive Revenue Growth and Support Financial Goals

Even with challenging economic conditions, new Twilio research shows that companies that invested in customer engagement reaped rewards, with 80% meeting financial goals. Data from Twilio’s fourth annual State of Customer Engagement...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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