Managing CX via Automation and AI
By Keith Kirkpatrick December 28, 2022
By In November 2022, Dash Research highlighted low-cost carrier Frontier Airlines’ decision to eliminate all live agent, voice-based customer service options. Reaction to the piece on LinkedIn indicated a definite preference for technology to...
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Background Noise Elimination a Key to Ensuring Good Interactions Through Voice
- By Keith Kirkpatrick October 21, 2022
It is no secret that customers and the companies with which they do business have shifted to digital channels to handle many interactions. In addition to being more convenient for both customers (chat, messaging apps, and social media interactions...
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Using CX as a Strategy for Managing Economic Downturns
- By Keith Kirkpatrick October 12, 2022
It is no secret that the economy has made life difficult for companies and their customers. Rising prices due to inflation, a challenging interest rate environment, and near-daily predictions of a full-on recession have done little to instill...
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Genesys Launches Cloud AI Experience for Customer and Employee Journeys
- By Alex Gaw October 5, 2022
By Genesys is introducing an artificial intelligence (AI)-driven experience solution to simplify how organizations can orchestrate and optimize customer and employee journeys. Called Genesys Cloud AI Experience, the solution is built with enhanced...
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Digital Experience, AI, and Automation Are Critical to the Overall Employee Experience
- By Sherril Hanson August 16, 2022
By Partially due to remote working trends and partially due to heightened employee expectations, there is a need for companies to review their employees’ day-to-day digital experiences and the technologies that may be causing them friction, which...
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Helping Agents Respond to Inquiries Via Automation and AI
- By Keith Kirkpatrick June 9, 2022
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...
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Is Zero-Touch the Answer for Telcos?
- By Keith Kirkpatrick June 6, 2022
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...
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New CX Research from Zeta Global, LiveVox, Gartner, Confluent, and Precisely
- By Alex Gaw May 25, 2022
Of the five new research reports profiled in this roundup, three focus on what is not being done correctly by new technologies or approaches today. The objects of contention include customer data platforms, artificial intelligence (AI) and its...
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ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions
- By Keith Kirkpatrick May 25, 2022
Beyond interacting and servicing customers, call center agents are typically required to handle the additional tasks of documenting each interaction they have, usually by typing up conversation summary notes, or inputting information via a...
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Salesforce Launches CRM Analytics With New Features
- By Alex Gaw May 10, 2022
A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...
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Travel & Hospitality CX Announcements by Cendyn, mParticle, Spitch.ai, and Amadeus
- By Sherril Hanson April 12, 2022
The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...
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Ayla Networks Uses AI to Predict and Prevent Customer Problems
- By Sue Marek March 17, 2022
By Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...
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