A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.
Read More
When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should…
Read More
The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes…
Read More
Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.
Read More
Even as companies settle into the workplace decisions they’ve made for today’s post-pandemic realities, IT leaders must continue assessing whether they’ve got the optimal mix of communications and collaboration tools…
Read More
When used in customer engagement initiatives, the results are clear: AI is driving measurable success across several metrics, according to the study.
Read More
The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology.
Read More
For most large organizations, there is no single unified communications solution. Rather, companies manage a variety of platforms for calling, meetings, and messaging, both on-premises and in the cloud.
Read More
Trust is a concern, but not exceedingly so, Metrigy data shows.
Read More
After years of promise, enterprise-grade FMC solutions are increasingly available.
Read More
