QuestionPro Acquires PathosAI
By Sherril Hanson June 26, 2023
The News: QuestionPro, a survey and research, data, and insights services provider, has acquired PathosAI, bringing in AI expertise that will help uncover consumer intent and sentiment through measuring emotions and correlating them to why…
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Providing Customer Experience on the Go Via Mobile Applications
By Keith Kirkpatrick June 23, 2023
The News: UJET announced the release of its Agent Mobile App, making it the latest CCaaS vendor to create a tool to let customer service or sales agents interact with and respond to customers while not sitting in an office or in front of a…
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Managing the Challenges of Using the Contact Center Agent as the Human in the Loop
- By Keith Kirkpatrick June 23, 2023
The News: A lack of trust among both company executives and consumers in the ability to trust the output of generative AI represents a speed bump in its deployment, according to a recent Salesforce briefing to industry analysts. A key strategy…
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Genesys Launches the Experience Index for Contact Center Employees
- By Sherril Hanson June 22, 2023
The News:Genesys has introduced a new solution using a fresh and research-driven methodology to measure experience in a way that ties it more closely to action and purpose. Historic ways of experience measurement often miss the mark in finding what…
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UJET: Leveraging Stability and Data-Handling Policy to Drive Customer Growth
- By Keith Kirkpatrick June 21, 2023
The News: The Contact Center as-a-service (CCaaS) market is dominated by stalwarts such as Genesys, 8X8, Avaya, Salesforce, Zendesk, and Five9, among others. UJET has amassed an impressive list of logos across retail, fintech, healthcare, and…
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Announcements from Verint Engage 2023
- By Sherril Hanson June 21, 2023
Engage 2023, Verint’s event focused on The Art of Innovation, was the platform for several new product introductions. Openness, AI, and Automation were top themes. “It’s not about technology, but transforming technology into business…
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5 Questions with Ellen Loeshelle, Qualtrics Director of Product Management, Intelligence Platform
- By Sherril Hanson June 19, 2023
I recently spoke with Ellen Loeshelle, Director of Product Management, Intelligence Platform, at Qualtrics to hear more about how Qualtrics already has been using AI, its plans for the future, and the need to keep focused on usability. Can you…
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Despite a Rise in AI in CX, People Still Prefer to Interact with Humans
- By Keith Kirkpatrick June 16, 2023
The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact…
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New CX Research from Northridge, CX Live, Jitterbit, Telus International, and Airship
By Alex Gaw June 15, 2023
Northridge Group: Consumers Less Happy with Service than Businesses Think Featuring insights aimed at helping businesses to benchmark and improve their customer service, the report also notes that chatting with an agent…
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