Artificial intelligence (AI) is rapidly transforming the customer experience (CX) landscape, offering businesses unprecedented opportunities to personalise interactions, automate processes, and enhance customer satisfaction.
By understanding the potential of AI and implementing it strategically, businesses can create exceptional customer experiences that drive loyalty and growth. It’s important to remember that AI should augment, not replace, human interaction, focusing on enhancing the overall customer journey.
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2023 has been a busy year for AI. From the continual release of ChatGPT features, to more companies and marketers now actively pursuing and investing in Generative AI projects and process augmentation, what we have seen so far is only the beginning of a much broader transformation that will impact brands, marketers, and consumers in …
With the rapid advance of AI impacting how businesses operate, organisations are starting to appoint heads of AI and Chief AI Officers (CAIO). Let’s dive into the responsibilities of these new roles,and look at what industries are starting to employ them. A CAIO is responsible for formulating and executing an AI strategy aligned with the …
In today’s hyper-competitive business landscape, AI has emerged as a critical component of a successful CX strategy. By leveraging AI, businesses can expect to enhance customer satisfaction, streamline operations, and unlock new avenues for business growth. But how much should brands invest in AI and in what areas of their business should they be focusing …
The beating heart of every insurance company on the planet is indisputably its contact centre. That’s where hard-working agents handle enquiries, renew policies, process claims and collectively determine how the public face of their organisation looks and sounds. To say insurance contact centres have been up against it in recent years is something of an …
Due to the success of ChatGPT and the media coverage it’s received, AI is currently receiving a lot of attention. This is starting to generate a tsunami of new AI solutions and apps which are flooding the CX and digital marketplace. But how many of these solutions and applications will truly provide value versus how …