ai in dx

Introducing AI Into the Customer Experience #DXChat

PHOTO: Jon Tyson With pressure on businesses to differentiate on the basis of the experiences they offer their customers, the option to use artificial intelligence (AI) to improve experiences seems obvious. With AI, businesses can automate back end processes, parse through the huge quantities of data to pinpoint insights and lighten the load of customer support. But as some well-publicized AI failures have...

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How AI is Changing Customer Experience

PHOTO: Franck Veschi Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently. In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents. Today the only way to maintain this human touch is through an...

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5 Signs Your Company Isn’t Ready for AI

PHOTO: Tyler B Every day seems to bring a new outrageous headline with promises of artificial intelligence's superpowers. The hype is very high right now, with headlines conveying the sense that disruption is imminent and everything will soon be overtaken by these technologies. The reality, however, is very different. Yes, artificial intelligence (AI) does have a lot of potential and it’s an...

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How to Deliver Personalized B2B Experiences With AI

PHOTO: Jakob Owens The modern B2B buyer has been increasingly conditioned to personalized buying experiences due to advances in the consumer world driven by companies such as Amazon, Uber and Google. This trend comes at a time when, according to Forrester Research’s report "A Brand New Day for B2B Commerce" (fee charged), 60 percent of B2B buyers state they prefer not to...

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3 Principles of Successful AI-Powered Digital Platforms

PHOTO: Tobias van Schneider In planning for the future, we’re trained to look to the past. As the adage goes, "Those who cannot learn from history are doomed to repeat it."  But when it comes to building digital platforms in the age of artificial intelligence (AI), that’s tough to do. New innovations emerge every day, but we’re still so early into this...

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