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CX StrategyThe One Step Every Contact Center Must Take Before Adopting AIThe push towards customer service AI is no longer just a trend, it’s a necessary…
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Artificial Intelligence, CX StrategyAI for All: Choosing a CX Solution That Serves Every Customer
Using conversational AI for customer service comes with its own unique set of requirements when…
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CX StrategyThe 5 Most AI-Ready Call Types in Insurance
The insurance industry is undergoing a monumental, AI-powered transformation. As customer expectations continue to rise…
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CX Strategy, Trends and ForecastsThe Phone Is Still King, and Other Takeaways From the State of CX in 2024
Chatbots, mobile apps and text support have changed the way customer service gets done. But…
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CX Strategy, Trends and ForecastsUsing AI for More Patient-Centric Healthcare
A recent poll by the American Academy of Physician Associates (AAPA) found that U.S. adults…
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CX Strategy, Trends and Forecasts5 Ways AI Helps Travel & Hospitality Brands Handle the Resurgence of Demand
The travel and hospitality industry is in the midst of a roaring comeback. Nearly three-quarters…
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CX Strategy, Trends and ForecastsWhy Finding (and Keeping) Good Agents Is So Hard
When you look at the state of customer service – where average answer times are…
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Artificial Intelligence, Contact Center Automation, CX StrategyThe CIO’s Guide to Customer Service AI
At its core, IT has always been a customer service department. But now more than…
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CX Strategy, Trends and ForecastsHow To Ensure AI Treats Every Customer Fairly
Every day, more organizations are leveraging AI to resolve customer issues without agents, and more…
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CX Strategy, Trends and ForecastsWhy Resolution is the Key to Unlocking CX Automation
For years, the term “automation” has been somewhat of a misnomer in the contact center. …
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Artificial Intelligence, CX StrategyTop 50 CX Innovators of 20242023 was a watershed year in customer service. On the heels of ChatGPT’s release, AI…
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CX Strategy, Trends and Forecasts52 Contact Centers in 52 Weeks: Lessons From an Implementation Marathon
Sometime in the mid-2000s, Mike Milburn was in Gwinner, North Dakota. Then an implementation lead…
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