Tag: Digital transformation

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...

This week in CX: This fall, the generative AI will transform the way we do meetings

Happy Friday! Here’s the latest roundup of industry news from this week in CX. This week, we’re looking at a new generative AI assistant by Zoom, a new partnership between Genesys and Salesforce. We also look into the new Digital Markets Act...

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...

What is the potential value of prompt engineering in CX?

With the development of Open AI’s ChatGPT, the discussion about a new role of ‘prompt engineering’ has started coming up more often. Prompt engineering is a way of communication with the large language model, a relationship between a human and machine...

Video feedback to capture customer’s authenticity and foster human insights  

Over the past few years, the rapid development of AI (artificial intelligence) and deep learning opened a window for new CX technologies. Video feedback has emerged as an automated tool that brands can use to better understand their customers’ emotions...

The impact of Apple’s VR headset on retail: 5 essential factors to consider

Earlier this month, Apple unveiled its new virtual reality (VR) headset, Apple Vision Pro – and it has the potential to change customer experience on many different levels. For retailers, of course, this raises all types of questions. Principally, what does it mean for...

How automation revolutionised customer experience at Virgin Media

Customer service plays a pivotal role in the telecommunications industry. Every interaction, every phone call, every query holds the power to shape a customer’s perception – for better or worse.   And when you have a vast customer base of around 47...

AI revolution doesn’t stop: Meta, Qualtrics & Hubspot give us food for thought

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Meta, Qualtrics, Hubspot and the latest insights about how customer behaviours reflect their care for the environmental issues. Let’s dive into...

How can data analytics help us understand different countries’ unique shopping dynamics? 

Online shopping gathered momentum in the last decade and registered all time high growth during the Covid-19 pandemic. e-Commerce grew 25% in 2020, and sales touched almost US$ 5 trillion in 2021. However, the growth trajectory was not similar across markets. The European Union is a classic example of how each country has unique online shopping dynamics. This is mainly due to differences in consumer...