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Author: Keith Kirkpatrick

Keith Kirkpatrick

Salesforce Introduces Generative AI-Enabled Version of Tableau

Tableau GPT Creates “Easy Button” for AI-Powered Analytics and Visualizations
Keith Kirkpatrick

Zendesk Launches Conversational Commerce Capabilities

CX Platform Expands Partnerships with Meta and Shopify to Enable Businesses to Provide Support, Marketing, and Sales Activities within Messaging Conversations
Keith Kirkpatrick

SMB Customers Expect Fast Resolution and Digital Engagement Across Multiple Channels

Vonage Survey Illustrates That Consumers Have Similar Service Expectations for Digital Engagements, Regardless of Providers’ Size
Keith Kirkpatrick

TTEC Holdings Announces Expanded Suite of Generative AI-Enabled CX Solutions

Generative AI Tools Will Help Support Live Agent Performance Improvement
Keith Kirkpatrick

Designing Virtual Agents and Chatbots for Better Customer Engagements

TalkDesk Conversation Expert Highlights Best Practices for Virtual Agent Design
Keith Kirkpatrick

Five9 Renaming CCaaS Solution; Highlights New Customer Case Studies

Vendor Seeks to Highlight Platform’s Full CX Capabilities, Beyond Just Live-Agent Customer Service
Webex AI product enhancements
Keith Kirkpatrick

Cisco Focuses on Speedy Implementation and Complexity Reduction to Win Customers

Banking Customers Turn to Fast and Flexible Solutions to Handle Agent Onboarding and Hybrid Work
Keith Kirkpatrick

LivePerson Launches Generative AI Products and Tools

Deployment of New AI Tools Includes a Focus on Customer Safety and Control
Keith Kirkpatrick

Creative Virtual Using Vectorization to Limit ChatGPT Hallucination

Preapproved Content Matched to Prompt Inputs Eliminates Risk of Incorrect Responses
Keith Kirkpatrick

The Pitfalls of Leaning into DEI Issues without Conducting Customer Research

Internal Pre-Campaign Research and Social Listening Could Have Informed Bud Light’s Advocacy Strategy
Keith Kirkpatrick

Survey Finds Consumers Are Wary of Generative AI

DISQO Issues a Report Focused on Consumers’ Experiences with and Perceptions of Generative AI
Keith Kirkpatrick

Driving Customer Utilization and Engagement with Communities

Consistency, Cultivation, and Curation Are Key to CX Success
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