Cisco Focuses on Speedy Implementation and Complexity Reduction to Win Customers

In today’s world, it is easy to get caught up in the excitement of new CX technologies and features. Many CCaaS vendors are quick to highlight the number of new features or capabilities implemented in their latest product releases, or spotlight the use of cutting-edge technologies, such as the use of generative AI and large […]

LivePerson Launches Generative AI Products and Tools

The hype surrounding the use of generative AI and large language models (LLMs) has been hard to avoid, with many CX platform vendors and conversational technology providers quickly launching press releases highlighting their products’ utilization of these new tools. However, few vendors have taken a similarly aggressive approach at the product level as LivePerson, which […]

Creative Virtual Using Vectorization to Limit ChatGPT Hallucination

Large language models (LLM) and generative AI technologies are the latest must-have technologies that vendors are incorporating into CX platforms and underlying tools. Since the general availability of OpenAI’s ChatGPT late last year, the CX community has been seeking ways to harness the power and convenience of the technology, while reducing the likelihood of Microsoft […]

The Pitfalls of Leaning into DEI Issues without Conducting Customer Research

Diversity, equity, and inclusion (DEI) has become a major issue for both companies and the customers that purchase from them. But the backlash and boycotts against Bud Light and its parent, Anheuser-Busch, began nearly immediately after Bud Light partnered with Dylan Mulvaney, a popular transgender influencer with more than 10 million TikTok followers who rose […]

Survey Finds Consumers Are Wary of Generative AI

A recent survey conducted by CX platform DISQO found that although companies are continuing to invest in and develop AI tools and content, consumers are largely unfamiliar with generative AI technology, and will require education on how it is being used, and its potential benefits. “HI on AI: Human Intel on Artificial Intelligence,” a new […]

Driving Customer Utilization and Engagement with Communities

Along with the use of self-service and automated tools, customer communities increasingly have been deployed by organizations wishing to connect and improve engagement with their customers. These online destinations allow organizations to bring together new customers, expert users, evangelists, and company experts to improve customer engagement, success, and overall satisfaction, while also generating and surfacing […]

Improving Personalization and Convenience Via Next-Best Action Support

Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40% more revenue from those activities than average players. Using next-best action models can assist marketing, sales, and customer service […]

Navigating to a Better CX Via Inclusive Wayfinding Technology

In public and commercial spaces, wayfinding tools are an essential part of delivering a great customer experience. As anyone who has tried to navigate an unfamiliar transit system, large public building, or shopping mall knows, challenges with identifying one’s current location, the location of a destination or point of interest, and the best route to […]

Leveraging Support Ticket Data to Improve CX

Customer support tickets are more than a system to track technical, administrative, or service issues. The information contained within these tickets can also be used for several other purposes, including the surfacing of additional process, product, or service insights, as well as capturing “softer” insights, such as customer sentiment. The most basic insights can come […]

Applying Technology to Support Better B2B Interactions

Providing an excellent customer experience should not be exclusive to B2C companies. Indeed, while B2B companies have professional buyers, these roles are still filled by humans who have become accustomed to personalized, efficient, and on-demand customer experiences in their personal lives, and are increasingly demanding a similar experience in their jobs. Ultimately, the concepts and […]

Serving Financial Services Customers More Efficiently and Effectively

Along with telecommunications service providers and healthcare organizations, financial services companies can be strained by the large volume of inquiries, often driven by uncontrollable external events. Volatility in the stock market, shifts in interest rate policies, or personal circumstances, such as job loss or the need to quickly tap an account to fund a major […]

Despite Customer Anger, HP Stands by Its Cartridge Authentication System

Maintaining a balance between ensuring customer experience and the need to ensure solid revenue streams is a challenge faced by many organizations. Amid an environment where menu hacks are shared on Twitter to highlight ways to save money by using special order combinations that are designed to provide more value to the customer, any pushback […]