ai

This CX misfire really takes the cake
How GM is striving for ‘zero friction’ customer experiences
Staircase AI CEO makes the case for generative AI in customer success
Talkdesk AI self-service contact centers
AI self-service drops 9% among contact centers
AI contact center transcripts
What Amex, Capital One and TIAA learned by applying AI to contact center transcripts
AI CDP.com
81% of consumers are open to AI being used to personalize experiences
Nearly half of customer service workers avoid calling contact centers in their personal lives
Scotiabank Google Cloud customer experience
Scotiabank’s chief analytics officer explains the CX goals behind its Google Cloud partnership
One in 10 customers cry (or come close to it) due to bad service
What ‘personalization’ means when you’re not shopping for yourself