Tag: Artificial Intelligence

Conversational user interface will transform CX and the way humans bring decisions 

In August 2023, Gartner announced three technologies that will transform customer service and support. From these, conversational user interface (CUI) captured our attention because it evoked memories of media from the last few years.  The epic film ‘Her,’ and a few soon-to-be-realistic...

Collision of data, composability and AI in marketing: three forces shaping the MarTech space

In a world marked by relentless technological evolution, marketers are navigating a landscape of significant change. The confluence of data, composability, and artificial intelligence (AI) is driving a transformative era in marketing, opening up new horizons and opportunities.  A recent report...

CXM Review is back and challenges our perception of trust 

In October 2022, we at Customer Experience Magazine released our first huge project – a printed and digital magazine focusing on reviewing the past year in CX. And It was a year of uncertainty as we redefined our businesses in the post-covid...

Three recent findings on how AI is impacting CX

In 2023, the world returned to ‘normalcy’, with people spending more time offices and at in-person events, having face-to-face interactions, and traveling more. At the same time, many organisations faced macroeconomic pressures to do more with less, while maintaining sky-high...

Designing smarter AI communication: using linguistics to humanise our chatbots

According to the US Foreign Service Institute, it takes around 600 hours of practice for English speakers to learn some of the easiest languages in the world – for instance, Spanish, Swahili, and Swedish. Today, AI tools can achieve these...

Using AI to enhance your customer experience

It seems a long time since AI was the stuff of science fiction – nowadays it’s very much our reality. Lately, AI has become a topic of public interest, with people everywhere taking an interest in its role in our...

The future of retail: how synthetic data creates enhanced customer experiences

In 2016, a viral YouTube video showcased a new convenience store concept. It quickly gained over 16 million views and sparked much online chatter. The store allowed customers to walk in, pick up their items, and leave. No queues, no...

Winning back customer trust with conversational AI

We’ve all experienced the exasperation of navigating automated phone systems, desperately pleading to speak to a human representative to address our issues. It’s a common frustration and one that reveals a pivotal challenge in the realm of customer support.  Despite the...

Bridging the empathy gap with customer experience automation 

Without automation, there is much less efficiency, clarity, and speed of service. According to the CXA Impact report, 95% of growing businesses say that automation helped them achieve what they couldn’t on their own. Customer experience automation (CXA) is especially important...

This week in CX: 3 technologies that will transform customer service and support

Happy Friday! Here’s the latest roundup of industry news from this week in CX. This week, we’re discussing three technologies changing customer service, HubSpot’s new AI research in marketing, and the recent launch of ChatGPT Enterprise on August 28th. Key News Consumer research...