Tag: Artificial Intelligence

FTC Investigating AI-Based Dynamic Pricing

The Federal Trade Commission (FTC) has ordered eight companies to provide more details of their practices. These companies, which use AI to set prices based on consumer data, should now clarify how this may harm privacy, fair competition, and consumer...

6 strategies to help bridge the CX personalisation gap

There is a consensus among customer experience practitioners when it comes to personalisation: when done well, it can be a business differentiator. It’s easy to see why. Personalisation shows to customers the value that brands place on their relationships –...

Customers don’t want AI in customer service, report claims

Gartner research indicates that customers don’t like artificial intelligence, and would prefer companies didn’t use it at all. According to the analyst firm, 64% of customers prefer firms not to use AI in their customer service. The report also claimed 53% of customers would consider...

Contact centres at a crossroads: interview with Sat Sanghera

The contact centre has been the bedrock of customer experience strategy (and source of customer frustration) for the last 35 years. But will the advent of AI change all of that? What is the evolution of the contact centre now set...

Taking your CXM to the Next Level in The Age of Generative AI: Practical Insights 

If several years ago personalized customer experience was viewed as a nice-but-not-quite-necessary perk, today many experts agree that it should be adopted as a modus operandi for any customer experience management strategy. With the digital business domain’s exponential growth and...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction.  This can be...

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices. Key...

Contact centre AI: Are you set up for success?

In this digital age where customer expectations are rapidly on the rise, it’s no surprise that the contact centre is undergoing an AI-powered transformation. But how are businesses implementing AI in their contact centres? What do contact centres need to have in...

What do consumers really think about AI in retail?

Not long ago, Artificial intelligence (AI) was something you only saw in sci-fi movies. Now, however, it is an everyday tool that people use to process data, create content, distribute information quickly and process data, and it’s here to stay.    Yes,...

The importance of benchmarking Gen AI for effective CX usage

Testing the IQ of an AI may not be a familiar concept, but it’s something companies must do if they want to ensure a great customer experience. As it stands, generative AI applications like ChatGPT, Bing and others are still a nascent space. They...