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Microsoft virtual agents CX
Microsoft CX exec says purely automated chatbots didn’t work. Here’s how he got virtual and human agents to work as a team
Why a marquee culture is key to lighting up better customer experiences
How Pinterest researches customers’ current and future needs
A former military officer writes a field guide to mobilize the CX community
UMB Bank, M&G and AES explore CX transformation opportunities in financial services
metaverse cx
The CX we’ll need to make the ‘metaverse’ work
Sunbit chief customer officer looks to enhance the ‘buy now, pay later’ experience
Gotara uses ‘nano learning’ to reimagine mentoring experiences for women in STEM
Sunbasket customer service cx
Sunbasket customer service VP offers the ingredients to build empathy among agents
espn fanbot chatbot
How ESPN coached its ‘fanbot’ to ensure it became a true team player