Customer Engagement

Adventures in Babysitting: Why AI Ethics Matter

Putting down her mug of Matcha tea, my colleague scrutinized me with a skeptic’s piercing gaze. She even threw in a...

PureSuccess for PureCloud: Turn Your Customer Experience Vision into a Reality Sooner

No two snowflakes are alike. Each takes a one-of-a-kind form optimized for its gravity-driven journey to Earth. Like snowflakes,...

A Marketer’s Perspective on Sales Engagement Software Powered by AI

During my marketing career, there has been a lot of buzz about artificial intelligence (AI) and machine learning. Despite all the...

How Sales and Marketing Can Increase Website Conversions with AI and Machine Learning

Everyone in sales and marketing has experienced the explosive growth of interactions as more consumers enter the online market...

5 Ways to Cut Through the Noise and Online Distractions and Reduce Cart Abandonment

Like most consumers, I do a lot of my shopping online. And I always make an effort to purchase from vendors I know. “Make an...

MIT Technology Review Insights: How Global Companies Are Winning at AI Deployment

If you’re looking at artificial intelligence (AI) to drive new customer experience innovation, put your time, budget and...

No Call Goes Unanswered: Celebrating a Suicide Prevention Hotline Hero

Kate Kuehn knew something was wrong. She was only 24 and she felt like her life was already over. She had finished her studies at...

Top Customer Experience Practices to Implement in 2019

Some industry experts believe that customer experience (CX) is evolving to another level.  Companies continue to struggle to...

Register for Xperience19 Customer Experience Conference

They say a picture is worth a thousand words, but an experience lasts a lifetime. It just so happens that with nearly three...

5 Use Cases for AI-Powered Voice Automation

 Last October, during an industry event, a speaker from one of the top video game companies in the world presented about their...

AI Ethics: Build Trust With the Right Level of AI Transparency

Chatbots are becoming more conversational and it’s not always clear to consumers whether they’re interacting with a machine...

Must-Know Contact Center Terminology for 2019

If there’s one thing everyone in the customer service field agrees on, it’s that life is never dull. With new web...

Every Great Customer Journey Map Starts With a Single Step

Companies realize the importance of customer journey mapping exercises to gain a comprehensive view into how their customers...

Find Meaning in Every Customer Service Interaction

This blog was written by Brad Richards, VP at CR-X, Inc (CustomerView), a Genesys AppFoundry Partner.The Commission for...

5 Big Pay Offs with Bot-Human Collaboration

As artificial intelligence (AI) continues to change how work gets done and who does what, its larger impact will be in augmenting...