AI and Machine Learning

September 3, 2024

What Inclusive Design Can Teach Us About Customer Experience

As an independent telecoms industry analyst, I always love the opportunity to change focus and stand in the shoes of different...

Chris Lewis

August 29, 2024

AI Copilots: Boost Agent Performance and Maximize ROI

Empowering agents is crucial to maximizing contact center performance. Artificial intelligence (AI)-powered agent copilots are...

Guilherme Quelhos

August 22, 2024

Are Humans the Missing Link in Your AI Strategy?

We’re seeing a surge of activity — experimentation, piloting and implementation — in the customer service space regarding...

Adrian Swinscoe

August 20, 2024

What’s Sabotaging Your Cloud Contact Center Implementation?

In the high-stakes world of cloud technology, a successful cloud contact center implementation can transform your business —...

Raul Cevallos

August 15, 2024

AI Workforce Management: Harnessing AI in Workforce Planning

In the rapidly evolving world of workforce management (WFM), AI-driven technologies are transforming operations. And that’s...

Natalia Abad

August 13, 2024

Modernize the Employee Experience with AI-Powered WEM Tools

Handling competitive pressure is nothing new, but excelling in today’s business landscape requires more than delivering an...

Rakesh Tailor

August 8, 2024

Personalization Playbook for Exceptional Customer Experience

I was traveling for business last year and had a tight window to make my connecting flight. My first flight was delayed, so I was...

Satish Annamalai

July 31, 2024

The Power of Integrated Call Center QA Software

High-quality interactions are essential for superior customer satisfaction and loyalty. And that requires a comprehensive contact...

Natalia Abad

July 26, 2024

Genesys Cloud Agent Copilot Deep Dive

As advancements in self-service tools have prevented many “easy” questions from ever reaching an agent, customer service...

Sean Rooney

July 16, 2024

How 3 CX Leaders Are Embracing AI-Powered Experience Orchestration

What do Almosafer travel company, Coca-Cola Bottlers’ Sales & Services and The Trevor Project all have in common? An...

Greg Thomas

July 15, 2024

Finding the Balance for AI in Customer Experience

Everyone is talking about AI. And I mean everyone. At a brunch attended by a few octogenarians (and me) in the past few weeks,...

Martha Buyer

July 10, 2024

Data-Driven Decisions: Leveraging AI-Powered Workforce Analytics and Reporting

Listen to almost anyone talk about artificial intelligence (AI), and you’ll likely hear one or two — or 50 — cries of fear...

Natalia Abad

July 8, 2024

Meeting Multigenerational Experience Needs in North America

More than 60% of North American consumers cite a brand’s reputation for service and support as a top consideration when making...

Greg Thomas

July 2, 2024

Building Customer Loyalty with CX Cloud from Genesys and Salesforce

The need to continually evolve and optimize the customer experience (CX) has become the status quo. Organizations looking to...

Sam Rector

July 1, 2024

Personalizing the Player Journey in eGaming and Sports Betting

The eGaming and sports betting industries are highly competitive. Operators often promote free bets and incentives to entice...

Ryan Black