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…
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Metrigy CEO and principal analyst Robin Gareiss shares highlights of what she’s learned from her latest customer experience research, with perspectives from enterprises and consumers. Topics include AI’s impact on agent workforce, chatbots, and generative AI, among others.
Root your technology decisions in quantifiable, verifiable evidence -- invest in a customer insights and analytics program. Making uninformed decisions always introduces risk. Yet, CX leaders frequently decide on technologies,…
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A look at Bandwidth's freshly -released Maestro cloud platform illustrates the benefits of a cloud orchestration layer. The pace of innovation for customer engagement is rapidly accelerating; the number of…
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Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation…
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As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation,…
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What does “digital” customer experience even mean anymore? At a recent meeting with a chief marketing officer (CMO) of a customer experience (CX) analytics company, he presented a slide about…
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The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
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CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses…
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