Salesforce Announces Einstein GPT

Salesforce announced on March 7 Einstein GPT, a new generative AI technology that combines OpenAI’s enterprise-grade ChatGPT with Salesforce’s private AI models to deliver relevant and trusted AI-generated content across sales, service, marketing, commerce, and IT interactions at scale. Einstein GPT is currently in closed pilot, and Salesforce representatives declined to provide the names or […]

Delivering Empathy to Improve CX

Providing a good customer experience is often dependent upon the ability of an organization and its representatives to provide efficient, timely, and personalized service to customers during each interaction. However, the ability to display empathy for customers and their situations has become as important or more important, particularly when customers encounter pain points, friction, or […]

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

Salesforce announced in late February several new solutions aimed at the communications industry that are designed to help improve agent productivity and performance, streamline contact center management, and enhance the customer experience. The company announced its Contact Center for Communications, which extends the Salesforce Contact Center suite of capabilities with solutions specifically tailored to communications […]

Amdocs, Microsoft Announce a New Customer Engagement Platform

Amdocs, a provider of customer experience software and services to telecommunications and media companies, and Microsoft announced a new Customer Engagement Platform. The new platform is designed and built to enable communications service providers (CSPs) to provide their customers with simple, cloud-native, and AI-driven intuitive experiences. According to the release announcing the platform, the Customer […]

Managing Remote Contact Center Workers to Ensure Success

The COVID-19 pandemic helped to usher in several changes in the ways organizations interact with customers. From the use of QR menus in restaurants to the advent of buy-online, pickup-in-store services, organizations needed to shift the way they conduct business, and many of these changes have remained in place, even as COVID-19 has faded away. […]

Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year

With the period of economic unease continuing into 2023, many companies in the CX sector have cut staff, reduced or frozen plans for new hires, and taken other measures to rein in costs. However, according to research commissioned by TELUS International, close to three-quarters (72%) of enterprise executives surveyed will be spending more on digital […]

Identifying and Responding to CX Pain Points

Customers can experience friction, pain, or other impediments while interacting with a product, brand, or service. But solving these problems often requires a deeper look into the type of friction encountered, where it is occurring, and an analysis of the tools, training, and teams that must be included in addressing the problem. Generally, friction or […]

Corporate Leaders See External Hackers, Internal Staff Errors, as Top Cybersecurity Breach Causes

It is a familiar story that tends to be repeated month after month, year after year: a large organization reports that its customer data has been exposed via a data breach, and notices are sent out to affected customers. In January 2023 alone, organizations such as Twitter, Chick-fil-A, PayPal, MailChimp, and T-Mobile announced data breaches. […]

Building Trust with Citizens Through Better CX

Local governments have been tasked with managing more services and information than ever before, while also being subject to increased scrutiny by watchdog groups and regular citizens. Amid this increased scrutiny, a Deloitte survey published in March 2021 found that only 26% of respondents rated their local governments as trustworthy (with trust being calculated as […]

Balancing Efficiency Against Human Interaction in Restaurants

The COVID-19 pandemic ushered in the use of several new technologies by restaurants, from quick response (QR) codes to allow guests to download electronic versions of menus, to tableside ordering kiosks, to third-party delivery services, all of which were designed to keep patrons safe and allow establishments to remain open. However, the full impact on […]

Auto-Authentication Techniques to Save Time and Improve CX

Despite the appetite of contact centers and customers to use digital, human-free engagement channels, voice communications are still desired, necessary, and appropriate for some interactions. Interactions that are particularly complex or require multiple steps are still often best handled by human agents, rather than automated bots. However, one of the key challenges faced by customers […]

SugarCRM Debuts New Digital Self-Service Capabilities

SugarCRM, a provider of a CRM platform for mid-market businesses, announced this week several new digital self-service capabilities designed to help business-to-business (B2B) sellers manage customer demands. The company’s self-service tools allow fully digital communications and interactions to take place from end to end, from an initial service request to final issue resolution. Given the […]