Marketing in 2024: AI, Brand, and the End of Social Media?
As that song from Rent says, “525,600 minutes. How do you measure, measure a year?” It’s been a heck of a year in marketing. We’re not going to miss a…
Air Canada’s Chatbot Fail Should Propel Marketers To Address These AI Questions
A Canadian court recently ruled Air Canada must compensate a customer who bought a full-price ticket after receiving inaccurate information from the airline’s chatbot. Air Canada had argued its chatbot…
Conversational AI Unveiled:
The public introduction of ChatGPT in November 2022 irreversibly changed the course of IT and automation in support of business contact centers, customer experience, and employee productivity. For the first…
AI for CX
For most businesses, and many people, artificial intelligence (AI) is the most exciting topic of technological conversation in the world today. The emergence of breakthrough generative AI technology in the…
Use purpose built AI to win the CX race
Let’s get your generative AI muscles warmed up Customers demand that brands deliver fast responses to questions and pivot quickly to resolve issues. These expectations are not going away, and…
Revolutionizing Customer-Centric Solutions with AI-Powered Advanced Personalization
Personalization is a significant customer expectation — and one many organizations haven’t achieved yet. According to McKinsey & Company, 71% of consumers expect companies to deliver personalized interactions, and 76%…
Omdia Universe: AIOps, 2023–24
Summary The introduction of the latest technology—such as generative AI and machine learning—can helporganizations accelerate growth, increase efficiency, and improve customer service. However, thetruth is that generative AI technology alone…
Reimagining omnichannel CX in the age of AI
Every day, customers leave a trail of information to tell you what they want, feel, and dislike. Every phone call, chat, website visit, social post, and online review generates billions…
Putting AI, Automation, and Data to Work
Customers are the most important part of any business. And customers today aren’t just looking for stellar products and offerings, they also want an amazing service experience. The stakes are…
3 Steps to Transform Your Customer Experience with AI-Driven Insights
You have one of those “good problems” people talk about, and it is this: The customer experience has gone digital. It is not “trending in that direction.” It is not…