Author: Keith Kirkpatrick

Chatbots Are Evolving From Rules-Based Systems to Understanding Language and Intent, Increasing Functionality and Requiring More Assurance of Proper Functioning
Working with ZeroLight, Automaker Lucid Offers Customers a Cloud-Powered Purchase Journey
Personality Traits, Organizational Skills, Communication, and Empathy Are All Essential to Providing World-Class CX
Australian Bank Uses Technology from Khoros to Improve CX
Spotify’s Handling of the Joe Rogan-Neil Young Controversy Reveals Shortcomings in Automated Customer Support
Pandemic Business Model Shifts, Expansion of Omnichannel Experiences, Focus on Sales Channel Effectiveness, and Increased use of Zero-Party and First-Party Data Are All Key Drivers of CX Software and Services Growth

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