Author: Keith Kirkpatrick

Generative AI Tools Improve Productivity and Ability to Create Customized Journeys
UK Financial Services Regulation Set to Go into Effect on July 31
Generative AI Tech Deployed Across a Full CX Suite Supports Faster Content Creation, Insights, and Next-Action-Generation
New Capabilities Permit More Natural Interactions with Applications and Automations Across the Enterprise
Khoros Survey Finds Most Users Are Fine with a Three-Hour Window for Complaint Response, but Faster Response Could be a Competitive Differentiator
Outside Actors Criticize the Program, Accusing the Airline of “Violation of Our Privacy”
But Strong Q1 2023 Earnings and Repeat Business Rate Lessen the Impact of Low Customer Satisfaction Ranking
CCaaS Provider Targets ROI-Focused Innovations, Balanced Expansion
Organizations Can Improve Efficiency and CX by Shifting User Inquiries to a Community-Based Support Platform
Brands Courting High-Net Worth and Ultra-High-Net Worth Customers Must Provide Something Extraordinary and Exclusive
Geolocation, Device Type, Login, and Publicly Available Customer Data Can Help Surface Anomalies and Fraud Around Interactions
ACSI Survey Finds That Both Full-Service and Value-Oriented Carriers Face Challenges

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