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,...
Read More
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...
Read More
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...
Read More
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...
Read More
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...
Read More
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...
Read More
Creative Virtual Using Vectorization to Limit ChatGPT Hallucination
- By Keith Kirkpatrick May 3, 2023
Large language models (LLM) and generative AI technologies are the latest must-have technologies that vendors are incorporating into CX platforms and underlying tools. Since the general availability of OpenAI’s ChatGPT late last year, the CX...
Read More
Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues
By Alex Gaw April 28, 2023
Meera, the maker of an automated conversational text messaging platform, is partnering with cloud contact center firm Five9 in a collaboration that leverages AI to streamline call centers and deliver better CX. Specifically designed to help...
Read More
Survey Finds Consumers Are Wary of Generative AI
- By Keith Kirkpatrick April 24, 2023
A recent survey conducted by CX platform DISQO found that although companies are continuing to invest in and develop AI tools and content, consumers are largely unfamiliar with generative AI technology, and will require education on how it is being...
Read More
Improving Personalization and Convenience Via Next-Best Action Support
- By Keith Kirkpatrick April 19, 2023
Providing a personalized experience has become table stakes for both B2C and B2B organizations. According to a McKinsey report, more than 70% of customers expect a personalized experience, and companies that excel at personalization generate 40%...
Read More
Leveraging Support Ticket Data to Improve CX
- By Keith Kirkpatrick April 11, 2023
Customer support tickets are more than a system to track technical, administrative, or service issues. The information contained within these tickets can also be used for several other purposes, including the surfacing of additional process,...
Read More
New Research from Adobe, CSG, Talkdesk, SAS, and Sprinklr
- By Alex Gaw April 5, 2023
Adobe: Generative AI Will Take a Star Turn in CX New research from Adobe shows that most people feel positively toward generative AI and believe the technology will not only enhance their personal creativity but also improve their experience...
Read MoreLatest Research
Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read More