Customer service and support leaders must understand the impact of machine customers—virtual assistants, smart devices, and the like—to their business and establish a strategy to enable them in order to stay competitive.
Uma Challa //
28 Mar 2023
Here's what to know about enabling AI to shape your voice, virtual assistant, and chatbot brand experiences around customer contextualization: the ability to understand what a customer wants immediately at a particular moment.
Shomron Jacob //
07 Mar 2023
The downstream effects of maintaining legacy systems or processes can be unpleasant and long-lasting.
Jonathan Moran //
28 Feb 2023
Customer experience pros have to help their organizations become more resilient.
Judy Weader //
16 Feb 2023