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Author: Keith Kirkpatrick

Keith Kirkpatrick

Automation Anywhere Launches Generative AI Tools

New Capabilities Permit More Natural Interactions with Applications and Automations Across the Enterprise
Keith Kirkpatrick

Customer Care Questions Drive Significant Engagement with Social Media Platforms

Khoros Survey Finds Most Users Are Fine with a Three-Hour Window for Complaint Response, but Faster Response Could be a Competitive Differentiator
Keith Kirkpatrick

Delta Launches, Then Pauses, Employee Recognition Program After Backlash

Outside Actors Criticize the Program, Accusing the Airline of “Violation of Our Privacy”
Keith Kirkpatrick

Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey

But Strong Q1 2023 Earnings and Repeat Business Rate Lessen the Impact of Low Customer Satisfaction Ranking
Keith Kirkpatrick

Five9 Accelerating Its Push Into the Enterprise Market

CCaaS Provider Targets ROI-Focused Innovations, Balanced Expansion
Keith Kirkpatrick

Driving Customer Success Through an Open, Transparent Zapier Community

Organizations Can Improve Efficiency and CX by Shifting User Inquiries to a Community-Based Support Platform
Keith Kirkpatrick

Developing Enhanced Experiences and Services to Retain Luxury Customers

Brands Courting High-Net Worth and Ultra-High-Net Worth Customers Must Provide Something Extraordinary and Exclusive
Keith Kirkpatrick

Using Contextual Data to Fight Fraud While Improving Customer Experiences

Geolocation, Device Type, Login, and Publicly Available Customer Data Can Help Surface Anomalies and Fraud Around Interactions
Keith Kirkpatrick

Call Center Satisfaction Weighs Down Overall Wireless Service Ratings

ACSI Survey Finds That Both Full-Service and Value-Oriented Carriers Face Challenges
Keith Kirkpatrick

Grammarly Incorporates Generative AI to Improve Workflow and Productivity

New Features for GrammarlyGo Provide Efficiency without Sacrificing Security
Keith Kirkpatrick

Zendesk Announces New AI Intelligence Layer to Power Seamless Interactions

Zendesk AI Integrates Proprietary Models, Generative, and Large Language Models
Keith Kirkpatrick

Data Flexibility Drives Customer Targeting, Insights for The Washington Post

Case Study Provided by CDP Vendor ActionIQ Underscores Value of Partnership and Scalability
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