Tag: Artificial Intelligence

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...

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...

Voice technology can transform customer service in 2023

To date, voicebots have garnered a bad reputation. They’re known for being inaccurate, clunky, and frustrating to operate. Thanks to the low-quality, underperforming voice technology of the last twenty years, customer confidence in automated phone support is low.  However, the underlying...

The future of eCommerce: the extended reality (XR) opportunities for retail

High streets, main streets and shopping malls are struggling. That process started a long time before COVID-19 came along. This is leading growing numbers of shoppers and a shifting range of consumer demographics to the popular world of eCommerce.  While online...

Create impactful experiences in 2023: make immersive CX your edge

Moving into a new year usually always indicates a fresh start with new ideas about how to successfully spend the next 12 months. This is particularly the case in business – especially as we’re in an age of renaissance, moving...

Why international success hangs on the strength of market localisation

Consumers can now visit a pan-global marketplace every time they use their smartphone. British companies are recognising the benefits of this new environment. More than four in every five UK businesses with an annual turnover of £1m are currently trading overseas. But while...

How will AI predictions impact sales in 2023?

Despite significant gains, emotion AI has yet to “go mainstream”. At least, not in the same ways we’ve seen from other sales innovations – like social CRM and cloud-based CX. That will change in 2023, as more businesses realise value in the...

‘Errors of judgement, not intent’: how AI can help human error in the workplace

Human error is exactly as it says on the tin. We are all capable of making mistakes as no one is perfect and can act without flaws. The same is also true in the workplace. Though, these mistakes can be...

The road to omnichannel approaches, immersive engagement and overcoming agent attrition

As 2022 draws to a close, business leaders and CX professionals will already be working diligently to prepare for the year ahead. In 2023 we expect to see the continued proliferation of new focus areas within the CX industry. Alongside emerging...

How to implement data-driven decision making through Supply Chain 4.0

The retail industry has become accustomed to dealing with disruption over the past few years. COVID-19 lockdowns brought about unpredictable challenges, such as overstocked warehouses, port issues and order cancellation due to suppliers shutting down. This has continued into 2022....