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Author: Keith Kirkpatrick

Keith Kirkpatrick

The Customer Experience Software and Services Market Will Reach $120 Billion Worldwide by 2026

Top Five Industry Sectors for CX Include Telecommunications, Healthcare, Financial Services, Retail, and Government
Telecom customer experience automated ticket correlation
Keith Kirkpatrick

Utilizing Automated Ticket Correlation to Improve CX Responsiveness

Measures to Help Telecom Operators Keep Their Technical Staff, Agents, and Customers More Informed
Keith Kirkpatrick

CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Taco Bell customer experience technology enhancements
Keith Kirkpatrick

Using Tech and Physical Design to Meet Customer Priorities

Taco Bell Defy Employs Mobile App Ordering and Other Capabilities to Improve Efficiency and CX
Consumer emotion and sentiment
Keith Kirkpatrick

Developing Deeper Emotional Connections with Customers

Case Studies from Zappos and Domino’s Pizza Show How Brands Can Go the Extra Mile to Forge Stronger Bonds
Contact center AI and automation
Keith Kirkpatrick

Helping Agents Respond to Inquiries Via Automation and AI

ASAPP’s AutoCompose Aims to Help, and Not Leave Revenue on the Table
5G wireless customer experience
Keith Kirkpatrick

Leveraging 5G to Provide Friction-Free CX

New Network Technology Delivers Greater Performance, but Also Raises the Bar on Customer Expectations
Telecommunications customer service
Keith Kirkpatrick

Is Zero-Touch the Answer for Telcos?

Customer Service Relying Completely on AI and Automation Offers Benefits, but Questions Remain
Call center automation
Keith Kirkpatrick

ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions

Automated Conversation Summaries and Analytics-Ready Data Input Can Help Agents Be More Productive
Keith Kirkpatrick

The Impact of Vocal Tones on Persuasiveness

Recent Study Could Have Implications for How to Handle CX Interactions
Retail customer experience
Keith Kirkpatrick

Declining Retail Sales Should Not Mean Abandoning CX Efforts

Tactics for Retailers to Remember as Walmart and Target Suffer from Declining Consumer Spending
boutique customer experience
Keith Kirkpatrick

Creating a Boutique Experience to Improve CX

New Techniques Around Engagement, Technology and Exclusivity Drive Loyalty and Brand Evangelism
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