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Author: Keith Kirkpatrick

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
Keith Kirkpatrick

Improving Personalization and Convenience Via Next-Best Action Support

Requirements and Tips for Deploying Effective Recommendations
Keith Kirkpatrick

Navigating to a Better CX Via Inclusive Wayfinding Technology

WayMap Mobile App Provides an Indoor and Outdoor Navigation Solution Without Beacons or Wi-Fi
Keith Kirkpatrick

Leveraging Support Ticket Data to Improve CX

Tools and Techniques to Extract Hidden CX Insights
B2B CX
Keith Kirkpatrick

Applying Technology to Support Better B2B Interactions

Good B2B CX Involves Managing Interactions with Multiple Stakeholders, Influencers, and Approvers
Financial Services CX
Keith Kirkpatrick

Serving Financial Services Customers More Efficiently and Effectively

Tools and Techniques to Improve Customer Convenience and CX
HP Cartridge Authentication
Keith Kirkpatrick

Despite Customer Anger, HP Stands by Its Cartridge Authentication System

Companies Need to Fully Explain the Value to the Customer of Restrictive Policies
Salesforce launches Einstein GPT
Keith Kirkpatrick

Salesforce Announces Einstein GPT

Integration of OpenAI’s Generative AI Technology into Salesforce’s Private AI Models to Deliver AI-Generated Content
Empathy in customer service
Keith Kirkpatrick

Delivering Empathy to Improve CX

While Most Humans Understand Empathy, Training and Tools Can Help Agents Deliver Empathy More Consistently
Salesforce analytics for CSPs
Keith Kirkpatrick

Salesforce Delivers New Analytics, AI, and Automation Solutions for Communications Providers

New Solutions Designed to Meet Customer Needs While Helping CSPs Reduce Costs
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