NAB Case Study: Supporting Interactions Through Digital Messaging
By Keith Kirkpatrick February 16, 2022
A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the...
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Priya Vijayarajendran to Join ASAPP as Chief Technology Officer
By Alex Gaw February 11, 2022
Priya Vijayarajendran, the prominent artificial intelligence (AI) executive who led data and artificial intelligence (AI) initiatives at Microsoft, is joining ASAPP as chief technology officer (CTO) effective March 1. At ASAPP,...
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Conversational Bots for CX in Travel & Hospitality
By Sherril Hanson January 28, 2022
The labor shortage in the travel & hospitality sector has continued to be a challenge as the Omicron variant swept through the industry, causing havoc during late 2021/early 2022 holiday travel. The use of chatbots in the travel sector is...
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Improving Insurance CX via Engagement and Technology
- By Keith Kirkpatrick January 18, 2022
The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset...
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NICE Features New AI-Powered Robotic Process Automation
- By Alex Gaw December 28, 2021
NICE, the provider of cloud-native CX solutions, is introducing new Robotic Process Automation (RPA) capabilities for its software that the company says helps organizations with digitizing and automating processes to boost the return on investment...
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Five Questions for Rich Green, Chief Product Officer with SugarCRM
- By Keith Kirkpatrick December 14, 2021
Rich Green, Chief Product Officer, SugarCRM I recently connected with Rich Green, chief product officer (CPO) with SugarCRM, to get this customer relationship management (CRM) industry veteran’s insights into the challenges of integrating AI...
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Netomi, Mixpanel, and Judo Raise Fresh Capital in New Funding Rounds
- By Alex Gaw November 30, 2021
Netomi Netomi, the provider of customer-service chatbots, has raised $30 million in a Series B funding round to be allocated for increased research and development on artificial intelligence (AI), the company’s principal area of...
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Exotel Acquires Chatbot Developer Cogno AI
- By Alex Gaw November 18, 2021
Exotel, a provider of cloud-based telephony services in India, has acquired fellow Indian communications platform and artificial intelligence (AI) chatbot developer Cogno AI, in a cash-and-stock deal aimed at expanding the growing company’s...
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Telecom Providers See AI as the Secret Sauce for CX
By Sue Marek November 15, 2021
Telecom operators around the world are laser-focused on upgrading their wireless networks from 4G to 5G so they can deliver faster network speeds with less delay and accommodate all types of new applications, from cloud gaming to streaming video....
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Retailers Deploy AI to Improve CX and Drive Revenue
- By Alex Gaw November 8, 2021
A new report reveals that retailers are applying artificial intelligence (AI) to new areas in their business beyond simply boosting technical performance, and are doing so with an eye toward improving CX and driving topline revenue. The fresh...
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Travel & Hospitality Sector Turns to Self-Service
- By Sherril Hanson October 27, 2021
One of the sectors most affected by the COVID-19 pandemic has certainly been the travel & hospitality industry. Particular pain points include how to handle large spikes in the volume of support requests during staffing shortages and how to...
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Alexa Smart Properties for Hospitality Launches in the UK
- By Sherril Hanson October 20, 2021
Amazon has announced the launch of Alexa Smart Properties for Hospitality in the UK. This offering is already available in the US and has targeted France as an upcoming market. Alexa Smart Properties for Hospitality helps improve CX in hotels by...
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