Tag: Artificial Intelligence

Benchmarking gen AI

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...

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Retail data customer centricity

What does the rise in CCOs and data backed customer-centricity mean for retail?

Since 2020, 18 major retailers have added Chief Customer Officers (CCOs) to their executive leadership teams. It’s a trend worth unpacking. After all, customer-centricity isn’t new to retail. Why is it suddenly getting a seat at the executive table? The answer...

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Practical approach to unlocking customer insights

4 practical approaches to unlocking customer voice and uncovering deeper insights 

Daily human conversations, whether spoken, written or recorded, represent an invaluable source of organic data for businesses. These word exchanges have significant potential to provide contextual insights that influence elements of an organisation’s operations. Unstructured conversations provide meaningful context around customer...

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Modern call center interaction powered by AI

3 AI-powered changes we will see in call centres in 2024 

While artificial Intelligence (AI) technologies have been steadily evolving since the 1960s, latterly including image recognition and natural language processing (NLP), 2023 will be remembered as the year that generative AI (gen AI) burst onto the scene. In fact ‘Artificial Intelligence’ and ‘hallucinate’ have both entered common parlance after being named ‘words of the year’ for 2023 by Collins and Cambridge...

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AI 2024 trends

Five 2024 AI trends for the contact centre and beyond

Artificial intelligence (AI) for the contact centre, customer experience (CX) and other business applications continues to evolve rapidly. When used effectively, AI has the power to redefine the way businesses interact with their customers and manage internal processes. From balancing the scales...

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business XR 2024

Why XR could make a big difference to your customer and employee experience in 2024

AI, web 3.0 and the metaverse are big buzzwords these days in marketing and tech circles. Futurescoping has skyrocketed ever since Mark Zuckerberg introduced his grand metaverse plans. Industry talk has materialised into actual investment with big brands purchasing “land”...

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2024 generative ai

Unlocking the value of generative AI in 2024 and beyond

Today’s consumers expect immediate and seamless customer service. They are more willing than ever to invest and stay loyal because of exceptional experiences. This requires the service function to adapt and evolve, ensuring it is well-placed to meet the growing...

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Corinne Ripoche

Successful CEOs must forget about ego & workplace politics: interviewing Capita’s Corinne Ripoche

Our team at Customer Experience Magazine is honoured to host an interview with Corinne, the trailblazing CEO of Capita Experience. This conversation will delve into her remarkable journey and insights as a female leader.  Corinne, the newly appointed CEO of Capita...

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empathy revolution with ai

The empathy revolution: 5 ways that AI will transform customer and employee experiences

For many customer experience leaders, artificial intelligence (AI) is both a shiny object and a business imperative. More than three-quarters of senior executives say AI will be a critical part of their customer experience (CX) operations in the coming years. AI will enable organisations to reshape their customer and...

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AI in call centres, human emotions

Addressing emotionally complex issues in call centres with AI 

Customer service has evolved tremendously over the past decade. What was once a call centre staffed with hundreds of agents fielding phone calls has transformed into an omnichannel operation with webchat, social media messaging and AI-powered chatbots handling routine inquiries....

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