Browsing Tag

Rachel Lane

New Decade: New CX Standards to Live by

If you’re like me, and I’m assuming many of you reading this are -- you think about customer experience (CX) all the time and how it impacts our organizations, especially this time of year as we gear up for the new year. Whether it’s high-level strategy and direction or technical and AI and analytics related, CX lives and breathes in all corners of our organizations. I’m excited as we head into a new decade to see where CX takes us and how advancements in technology will make CX more accurate and insightful. We’re already…

How CMOs Succeed with AI-Powered CX

What we’ve learned from the early days of CX technology is that forcing customers to conform to rigid mechanical processes (language choices, service versus support options) doesn’t provide a customer-centric approach. It didn’t take long for people to figure out pressing “O” to get a live operator—or shouting “agent” in frustration—was almost always the best choice. Thankfully, AI, powered by Machine Learning and evaluated and fine-tuned by humans, has come a long way in the last decade. AI-powered virtual assistants are…