Tag: Digital transformation

Five 2024 AI trends for the contact centre and beyond

Artificial intelligence (AI) for the contact centre, customer experience (CX) and other business applications continues to evolve rapidly. When used effectively, AI has the power to redefine the way businesses interact with their customers and manage internal processes. From balancing the scales...

Why XR could make a big difference to your customer and employee experience in 2024

AI, web 3.0 and the metaverse are big buzzwords these days in marketing and tech circles. Futurescoping has skyrocketed ever since Mark Zuckerberg introduced his grand metaverse plans. Industry talk has materialised into actual investment with big brands purchasing “land”...

The empathy revolution: 5 ways that AI will transform customer and employee experiences

For many customer experience leaders, artificial intelligence (AI) is both a shiny object and a business imperative. More than three-quarters of senior executives say AI will be a critical part of their customer experience (CX) operations in the coming years. AI will enable organisations to reshape their customer and...

Addressing emotionally complex issues in call centres with AI 

Customer service has evolved tremendously over the past decade. What was once a call centre staffed with hundreds of agents fielding phone calls has transformed into an omnichannel operation with webchat, social media messaging and AI-powered chatbots handling routine inquiries....

Conversational user interface will transform CX and the way humans bring decisions 

In August 2023, Gartner announced three technologies that will transform customer service and support. From these, conversational user interface (CUI) captured our attention because it evoked memories of media from the last few years. The epic film ‘Her,’ and a few soon-to-be-realistic...

Ready, steady, shop: The future of livestream shopping

A market estimated by Coresight Research to be worth $512 billion with brands such as TikTok, Poshmark and eBay testing out the craze, livestream shopping is ready for its European moment. Mixing the best of both worlds, the comfort of online shopping and the interaction of hitting the high...

How AI in banking is fuelling the future of CX and filling in the gaps

Many of us couldn’t live without our bank accounts. Whether it’s for the morning commute or the evening food shop, we’ve seen cash circulation decrease. More and more people rely on contactless payment methods such as Apple Pay, every day. UK Finance has forecast...

Designing smarter AI communication: using linguistics to humanise our chatbots

According to the US Foreign Service Institute, it takes around 600 hours of practice for English speakers to learn some of the easiest languages in the world – for instance, Spanish, Swahili, and Swedish. Today, AI tools can achieve these...

Using AI to enhance your customer experience

It seems a long time since AI was the stuff of science fiction – nowadays it’s very much our reality. Lately, AI has become a topic of public interest, with people everywhere taking an interest in its role in our...

This week in CX: This fall, the generative AI will transform the way we do meetings

Happy Friday! Here’s the latest roundup of industry news from this week in CX.This week, we’re looking at a new generative AI assistant by Zoom, a new partnership between Genesys and Salesforce. We also look into the new Digital Markets Act...