This report from Amdocs examines the pivotal role customer service agents play in successful brands, and the technology enabling them to fly. Download the report below to learn more.
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Announcements from Verint Engage 2023
By Sherril Hanson June 21, 2023
Engage 2023, Verint’s event focused on The Art of Innovation, was the platform for several new product introductions. Openness, AI, and Automation were top themes. “It’s not about technology, but transforming technology into business…
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5 Questions with Ellen Loeshelle, Qualtrics Director of Product Management, Intelligence Platform
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I recently spoke with Ellen Loeshelle, Director of Product Management, Intelligence Platform, at Qualtrics to hear more about how Qualtrics already has been using AI, its plans for the future, and the need to keep focused on usability. Can you…
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Despite a Rise in AI in CX, People Still Prefer to Interact with Humans
By Keith Kirkpatrick June 16, 2023
The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact…
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New CX Research from Northridge, CX Live, Jitterbit, Telus International, and Airship
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Northridge Group: Consumers Less Happy with Service than Businesses Think Featuring insights aimed at helping businesses to benchmark and improve their customer service, the report also notes that chatting with an agent…
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