Tag: Artificial Intelligence

Should you fire your human qual assistant given what AI can do?

Expanding applications of AI and ML are rocking the world of qualitative research. Once a low-tech bastion of high labor intensity, a large team of professionals was standardly needed to execute a project from recruiters to moderators, notetakers and “taggers,”...

Seven movies that predicted AI and new technologies

Movies are awesome, not many people can deny that. There is so much that goes into creating 24 frames per second of magic. But every movie starts with an idea. Then more is added to that idea to fill out...

The decisions algorithms should never make instead of humans

According to research by the UK non-profit organization ‘Big Brother Watch’, 98% of surveillance cameras matches misidentify innocent people. This research further suggests that black people and women risk being misidentified the most.Let’s be clear, we’re talking about artificial intelligence (AI)...

What’s the real impact of blockchain on CX?

What is the impact of blockchain on CX? How can blockchains and CX work together to make a better experience for the customers? This article will explain what cryptocurrency, blockchains, NFTs are, and how they can impact the CX industry....

How to look after your vulnerable customers fairly?

Last year the Financial Conduct Authority (FCA) put vulnerable customers at the forefront of their planning, offering advice and guidance on how financial services companies can communicate with vulnerable people. The FCA defines a vulnerable customer as “someone, who due...

Forrester’s guide: journey maps to kickstart CX transformation 

Forrester has recently released a guide entitled: “Journey Maps and CX Transformation”, which goes through how to use existing journey maps as methods to create investments, interest in CX, and boost performances. The guide will cover such topics as:  How journey...

The recipe for CX success in 2022

As we kick off a new year, CX teams are still grappling with the fallout from the pandemic and its implications for consumer behaviour and customer interactions.  There are likely to be more bumps in the road ahead but as businesses map out their strategies for customer success in 2022, there are some fundamental...

Deloitte’s predictions 2022: annual global marketing trends report

Following a year and a half of upheaval across the business landscape, the future of marketing and customer experience holds a lot of unknowns. To gain a better understanding of how brands can thrive in an increasingly complex world, Deloitte...

CXM’s most popular articles in 2021

Following one of the most challenging years, 2021 has put leaders in front of a complex puzzle they are still trying to figure out. For our team, this is the tenth year that we’re grappling with hot business topics by researching, interviewing, writing, and monitoring the changes in the CX world.  Together with our contributors, we published over 200 articles addressing some of the...

Technology for humans, not technology or humans: an interview Aimie Chapple

In the last couple of years, we’ve witnessed the acceleration of AI-powered solutions in contact centres. Most of the leaders see this as an opportunity to support contact agents in solving complex issues.Last week, we met with Aimie Chapple, Chief...