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Author: Franz Malten Buemann
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Why AI mastery is key to becoming a CX champion
Even with all the technology available today, true CX champions are still a relatively rare breed. A recent study by MIT, on behalf of SAS, found that just 15 per cent of organisations can claim to be CX champions, while the vast majority (70 per cent) are followers and 15 per cent are laggards. In…
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Salesforce Object Key Prefix List
Here are the commonly used Salesforce objects and their Object Key Prefix” When to Use Salesforce Object Key Prefixes In criteria for validation rules or automation I find object prefixes extremely useful when it comes to user/queue criteria for objects such as Cases or Leads.… Read More
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Everyone else is
Well, not everyone. Just most people.
When you do something that everyone else is doing, you’re likely to get what everyone else is getting.
But in almost every population, “everyone” leaves out the people who go first, who change things, who are weird and who challenge the status quo. That’s an option, even when it doesn’t seem that way.
Mass culture gets us more mass culture. It’s not the only choice.
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Data, information and decisions
Data is everywhere, but turning it into information isn’t free.
It takes focus, effort, consultation and time.
More information is only useful if it helps you make a decision. Knowing the temperature on Saturn isn’t useful. Knowing it to even more accuracy is less useful. That’s because we’re not making any decisions that involve the temperature on another planet.
We’re surrounded by data that our spreadsheets or networks or cohorts seem to want us to be aware of. How many people clicked yesterday, or what someone wrote in a comment, what a backlist book sold or the foot traffic in that store vs. this store.
But if you’re not going to use the data to make a decision, don’t spend the time to expose yourself to it. It’s resistance at work.
If you can’t do anything with the data, it’s never going to be information.
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Leveraging the power of conversational AI for improved customer experience
Conversational AI chatbots have become a popular approach for organizations across various sectors to communicate with their consumers. At a time when remote working is more prevalent than ever, chatbots have helped many organizations maintain a consistent customer experience and enhance brand loyalty. With consumers seeking a digital experience that is available 24/7, the potential…
The post Leveraging the power of conversational AI for improved customer experience appeared first on Customer Experience Magazine.