A critique of AI as part of the CX journey is that it will eliminate a customer-friendly human touch. But not every customer ask needs human attention.
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Developing a solid CX strategy is significantly harder than it once was. When do AI agents trump human agents? In a digital-first world, does voice still matter? And how important…
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The next phase of generative AI is agentics, where detailed analytics and AI-powered workflows guide AI agents to take action to solve a problem or address an opportunity.
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This series covers Aagent assist/copilot to help agents in the moment during customer interactions to reduce average handle time, close sales, and improve customer satisfaction, transcription to shave time off…
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Loyalty programs can help organizations retain their most valuable customers with special offers. They can also gather useful marketing data, increase referrals and more.
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Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
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Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
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Based on the global AI for Business Success 2025-26 research study with 1,100+ companies, Metrigy CEO shares our latest findings on everything from the AI Center of Excellence, interaction analytics, prompt engineering… and so much more!
Get to know Scott Russell, CEO of NICE, in this podcast discussing the future of NICE with his new leadership, the rapidly growing customer experience market, and more.
Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.
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