This week in CX: what can AI solutions actually do for customer service?; plus Zebra Technologies & Tesco
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new AI implementations by Google and Freshworks, and what they mean for the customer moving forward. There’s also new research into the consumer view on product quality during the financial crisis, and how unified commerce is being…
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Delivering good taste
There are lots of books on creating cooking, photography, writing and music. But they can’t possibly help you do better until you see and taste and appreciate what you’re trying to create. If you think what you’re serving is good, but others don’t, more recipes aren’t going to help. That’s why so much type is […]
They will lose your data
The rules are pretty consistent: We’re all creators now. Podcasting, videoing, photographing, spreadsheeting… and we’re building a foundation of valuable data as we go. The software companies that produce the tools we use push their engineers in many ways, but not to create resilient storage systems that are sure to honor the effort and care […]
How to change the world
All successful cultural change (books, movies, public health), has a super-simple two-step loop: AWARENESSTENSION–>Loop<– It’s easy to focus on awareness. Get the word out. Hype. Promo. I think that’s a mistake. Because awareness without tension is useless. The tension is like pulling back a rubber band. WHY would someone who becomes aware take action? Is […]
CX Ops Roundtable this Thursday
Hello r/customerexperience community!
We are hosting our monthly CX Ops meeting this Thursday. We’d love to have you join us. This month we’re discussing a hot topic in 2023: A Forrester study recently found that 1 in 5 CX programs will be nixed in 2023, demand intrinsic proof, or ROI on CX – some saying CX teams might disappear that can’t show numbers.
We will evaluate how to understand where you are with your current strengths: ROC quadrants. This is a view on tools you can use within your organization, understanding where you are with your data and experiences, and how to build off of them. We will discuss where you can go next. We hope to see you there!
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SIP Trunking vs VoIP: What’s the Difference?
SIP and VoIP are two acronyms often used by call center managers
The post SIP Trunking vs VoIP: What’s the Difference? first appeared on Fonolo.
The answer to every question
If the thing of the moment is the answer to every single question, you might be in a bubble. If, regardless of the problem, the answer is crypto, homeopathy, or the internet, or perhaps GPT, essential oils or decarbonization, it’s possible we’re taking an easy way out. A new technology or approach could be the […]
Customer journey matrix frameworks – the best method for planning a successful CX
Customer journeys, no matter how closely we try to track them and orchestrate them, are different and unique in every case. One of the best ways to understand this closer is with a customer journey matrix framework. The frameworks support digital journey orchestration and automation software. This resource was originally created by Harvard Business Review in the…
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Boost your “Digital” CX by bridging the gap between AI and EQ
The modern era of technology and computerisation has made us neglect the human intellect and emotions. AI is evolving – and seemingly unchecked. Its supporters highlight promising advancements in customer service, data processing, and decision-making. On the other hand, detractors are quick to point out the wide-ranging effects of job loss and the concern that…
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Reinventing retail experiences with Conversational AI
Retailers face significant challenges today as they strive to remain competitive. They are grappling with macroeconomic forces such as inflation, labour shortages, rising wages, and the cost-of-living crisis. These pressures are compounded by the decline in brick-and-mortar operations and the increasing digitisation of shopping. With rising consumer expectations, retailers must find ways to adapt to…
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