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Microsoft CX exec says purely automated chatbots didn’t work. Here’s how he got virtual and human agents to work as a team
Medallia, Ipsos execs discuss the key takeaways from Canadian CX data
Google UX director teaches the best way to map out critical user journeys
Interest in rewards-based loyalty falls below 40%
48% of shoppers expect order confirmations within one minute
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Microsoft CX exec says purely automated chatbots didn’t work. Here’s how he got virtual and human agents to work as a team
Medallia, Ipsos execs discuss the key takeaways from Canadian CX data
Google UX director teaches the best way to map out critical user journeys
Interest in rewards-based loyalty falls below 40%
48% of shoppers expect order confirmations within one minute
Leadership
Reputation rebuilds its platform to capitalize on Google AI review summaries
Why CX might be at risk of ‘going underground’
Amazon Connect VP on combining AI with human care in customer service
How CIBC morphed into a modern, relationship-oriented bank
AT&T exec provides 3 ways to stay dialed in on customer obsession
Meet the new chief customer officers at The Hershey Company, Coke Florida and more
What Tinder’s new CEO understands about courting customers
HP chief commercial officer touts ‘local AI’ for enhancing enterprise experiences
SAP CX president offers advice on agentic AI adoption
Jumpmind CEO explains how to make the POS a more positive experience
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