AI & CX
Explore this series that explores topics sitting at the intersection of CX and AI
The AI chatbot revolution is upon us, and with it comes the ability to synthesize information and get up new learning curves like never before
AI investments unlock new ways of creating value
In this blog co-written with Farlinium Senior Advisor Lorraine Schumacher, we take a deep dive into ChatGPT's answer to how AI will change the game for value creation from investments in CX
Integrating AI into your CX strategy
This week, we're digging into ChatGPT's thoughts on best practices for integrating AI into your company's CX strategy, along with its potential impacts
Are we really ready for an AI-driven Customer Experience?: Part 1
The opportunities for artificial intelligence to benefit the customer experience
Are we really ready for an AI-driven Customer Experience?: Part 2
The challenges to overcome when artificial intelligence is incorporated into CX
Are we really ready for an AI-driven Customer Experience?: Part 3
How to meaningfully integrate artificial intelligence with your CX
Balancing your "bold bets" and the "brilliant basics"
Cowritten with Farlinium's Farzad Aref, this blog explores how your company can stay ahead of the CX innovation curve while remaining true to the core CX principles of empathy and customer-centricity
Listening to your customer's emotions helps create experiences they value
Farlinium's Farzad Aref and Matt Egol explore how AI can optimize human to human interactions
On your journey toward AI-driven experience management, stay in sync with all your fellow travelers
This blog explores how building stakeholder trust with AI plays an integral role in its ability to create value
Shift from reactive to proactive engagement with customers
An exploration of the opportunities and best practices for designing natural, intuitive AI-powered interactions
The next frontier to create value using AI in your CX
A blog about taking AI beyond its applications in call centers
Beyond surveys: modernizing your approach to CX
A blog about how AI can be used to get beyond traditional survey-based approaches
Your journey to a more customer-driven culture begins with your employees
A blog on the importance of allowing employees to engage with AI when leveraging it to build a more customer-driven culture
Amplify and create new peaks along your customer journey
The final blog in the AI & CX series explores leveraging emotional data to prioritize the CX initiatives most able to enhance the journey's peaks