Verizon Offers Enterprises AI Tools to Streamline CX
By Sue Marek October 14, 2021
Not only are telecom operators turning to artificial intelligence (AI) and machine learning (ML) tools to streamline their own customer care, but they are also offering AI-based tools to their business customers to help them enhance customer...
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CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai
By Alex Gaw October 11, 2021
Genesys, the Daly City, California-based provider of CX and call center solutions, is acquiring Pointillist and Exceed.ai in its goal to transform the customer and employee experience, the company announced on its website. Pointillist is an...
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New Report Finds Plenty of Opportunity Exists to Create Richer CX
- By Alex Gaw October 6, 2021
A new report from the CMO Council detailing how to best achieve an ideal customer experience concludes that much room for improvement remains, especially as marketing heads still struggle to articulate a clear-cut CX strategy and grapple with...
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Study: Over 90% of Organizations Lack Key Capabilities in Their CX Strategies
- By Alex Gaw September 22, 2021
A new study on CX is shedding more light on the extent to which many firms today are ill-equipped to provide a viable CX solution for their customers, despite an awareness of the problem. While 82% of decision-makers identify CX to be a priority...
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ASAPP Report: Why Turnover of US Contact Center Agents Is So High
- By Alex Gaw September 17, 2021
A new report from ASAPP, the research-based provider of artificial intelligence (AI) software, identifies three major themes associated with the high turnover of US contact center agents and their corollary impact on the worldwide CX...
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IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services
- By Alex Gaw September 9, 2021
IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of...
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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
- By Alex Gaw September 8, 2021
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...
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Zendesk Acquires Cleverly to Advance Automation and Customer Service
- By Alex Gaw September 2, 2021
Zendesk, the provider of customer service software and support ticketing systems based in San Francisco, California, has acquired Cleverly, an artificial intelligence (AI) platform company headquartered in Lisbon, Portugal. Zendesk will integrate...
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Ethereum Firm ConsenSys Partners with Conversational AI Innovator LivePerson
- By Alex Gaw August 11, 2021
ConsenSys, the leading blockchain company for the Ethereum cryptocurrency, is partnering with global commerce and conversational artificial intelligence (AI) developer LivePerson, both companies announced on their websites earlier this...
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AI-Focused Firms Fuel Numerous CX Acquisitions This Year
- By Alex Gaw August 11, 2021
A number of consolidations continue to occur in the CX industry, with companies specializing in artificial intelligence (AI) forming many targeted acquisitions this year. The buyouts are sending a clear message, analysts say: first, that the CX...
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Financial Services CX: Leveraging Digital Assistants to Provide Automation
By Keith Kirkpatrick July 27, 2021
Financial services companies are faced with significant challenges to provide a good CX, largely due to the huge volume of inquiries they receive, the wide breadth of products and services they provide, and the relatively limited number of human...
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