Friendly Fraud: How Everyday Fraudsters Pose a Threat to eCommerce
As eCommerce grows, so too does its vulnerability to friendly fraud. Underneath the glowing possibility of introducing your product or…
Tag Archives: Artificial Intelligence
Infusing Personalization Into Automated Customer Experiences
Every shopper wrestles with two seemingly competing ideals. On one hand, they want to reach a solution as quickly as…
Practitioner’s Perspectives from the CX Leaders Trends & Insights: 2022 Corporate Edition
In addition to containing trending and new data built around the experiences and perspectives of 111 senior CX leaders, the…
Explore Our CX Leaders Trends & Insights: 2022 Corporate Edition Report
Happy customers are key to sustaining a thriving business, and achieving this depends greatly on providing exceptional customer service. To…
Customer Response Summit (CRS) Austin Recap and Event Highlights
We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments…
Invest in Tech to Fortify Employees, Not Replace Them
These past three years have taught us a lot, including the fact that consumers whose lives are disrupted and whose…
How Contact Centers Can Save Money During Uncertain Economic Times
Inflationary pressures are detrimentally affecting business, and the contact center industry is not exempt from the effects. Higher expenditures and…
Why 61% of Successful Agents Use Call Coaching Software
Myth: Call coaching software is only helpful for onboarding new agents. Once a new agent gets the hang of things,…
Navigating the ‘Magic’ (and Caution) of ChatGPT & Large Language Models (LLM) for CX: A New Era for Self-Service & Hyper Automation
It’s not an overstatement to say that ChatGPT has taken the world by storm over the last few months, captivating…
