Salesforce Introduces Generative AI-Enabled Version of Tableau
By Keith Kirkpatrick May 15, 2023
The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company,...
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Google Cloud’s Generative AI Comes to UKG’s HCM Suites
By Sherril Hanson May 15, 2023
The News: Human capital management (HCM) solution provider UKG and Google Cloud have expanded their partnership, bringing Google Cloud’s generative AI technology into UKG’s HCM suites. UKG is now an early partner that will be using Google...
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Zendesk Launches Conversational Commerce Capabilities
- By Keith Kirkpatrick May 12, 2023
Zendesk Inc. announced Conversational Commerce capabilities designed to allow brands to connect with shoppers directly from within a message-based conversation. Launched May 10 at the company’s Relate customer event, the new Conversational...
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SMB Customers Expect Fast Resolution and Digital Engagement Across Multiple Channels
- By Keith Kirkpatrick May 12, 2023
The News: Quick resolutions to issues and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) via digital channels, according to a new...
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TTEC Holdings Announces Expanded Suite of Generative AI-Enabled CX Solutions
- By Keith Kirkpatrick May 10, 2023
The News: TTEC Holdings, a provider of CX technology and services, announced an expanded suite of AI solutions incorporating the use of generative AI and large language models (LLMs) in its CX solutions. These solutions have been developed...
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Airship Launches No-Code App Experience Editor
By Alex Gaw May 10, 2023
Mobile app experience provider Airship recently unveiled App Experience Editor, a no-code native app editing engine, as part of move to innovate and upgrade the company’s App Experience Platform. The new utility, together with Airship...
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Designing Virtual Agents and Chatbots for Better Customer Engagements
- By Keith Kirkpatrick May 9, 2023
Virtual agents and chatbots have become both commonplace and vital to ensuring customers are served quickly and efficiently through the channels of their choosing. And while today’s AI-infused chatbots are far more advanced than the decision...
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Five9 Renaming CCaaS Solution; Highlights New Customer Case Studies
- By Keith Kirkpatrick May 9, 2023
Contact Center-as-a-service (CCaaS) vendor Five9 announced the renaming of its core platform to the Five9 Intelligent CX Platform (ICXP), from Virtual Cloud Contact Center (VCC) or Five9 Intelligent Cloud Contact Center (ICC). According to the...
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Data Reinforces ‘Don’t Ask for Feedback You Are Not Prepared to Act On’
- By Sherril Hanson May 8, 2023
In the experience world, both for customer and employee, there is real risk in not responding to feedback. Both groups must feel like their voices are heard and that concerns will be addressed. If repeatedly asked for feedback without any...
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Cisco Focuses on Speedy Implementation and Complexity Reduction to Win Customers
- By Keith Kirkpatrick May 8, 2023
In today's world, it is easy to get caught up in the excitement of new CX technologies and features. Many CCaaS vendors are quick to highlight the number of new features or capabilities implemented in their latest product releases, or spotlight the...
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LivePerson Launches Generative AI Products and Tools
- By Keith Kirkpatrick May 4, 2023
The hype surrounding the use of generative AI and large language models (LLMs) has been hard to avoid, with many CX platform vendors and conversational technology providers quickly launching press releases highlighting their products’ utilization...
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Customer Wins for Agillic, UKG, FullStory, NICE, and Feedtrail
- By Alex Gaw May 4, 2023
Denmark’s Agillic is the Choice of Touring Specialist Greenland Travel Danish software firm Agillic has been selected by tour operator Greenland Travel to enhance its marketing efforts and create tailored travel experiences for customers. With...
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