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CX Strategy
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CX Strategy, Trends and ForecastsUsing AI for More Patient-Centric HealthcareA 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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CX Strategy, Trends and ForecastsFive Takeaways From a Decade of Contact Center Change
Ten years ago, contact centers looked very different than they do today. Remote work was…
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CX Strategy, Replicant NewsReplicant Roadside Assistance: Driving Member Satisfaction With Automation
Roughly 4 out of 5 drivers have some sort of Emergency Roadside Service (ERS) policy. …
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CX StrategyDialed In: Beyond the ChatGPT Hype With Brad Lightcap
In the latest episode of Dialed In, Brad Lightcap, COO of OpenAI, joined Gadi Shamia…
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CX Strategy, Replicant News, Trends and ForecastsCustomer Service Innovator Spotlight: Namecca Parker
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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