AI is at a critical juncture. Its performance is accelerating faster than regulatory bodies can keep pace, and while both businesses and consumers are expressing AI concerns, its use is still skyrocketing. Consumers have embraced AI for research, productivity, and conversation; ChatGPT alone has more than 700 million weekly users. Yet a majority of consumers […]
Read More… from Reversing the AI Trust Crisis: 7 Tenets for Ethical AI Use
Far from being a roadblock, standards like GDPR and the EU AI Act create clarity and enable confidence in AI. Regulatory compliance is often perceived as a headache — expensive, restrictive, innovation-killing red tape. But for fast-moving technologies like AI, the reality is the opposite. Not just new regulations such as the EU AI Act, […]
Read More… from More Regulation, More Trust: The Case for Stronger AI Guardrails
AI is evolving fast, and right now, everyone’s talking about AI agents. And for good reason. When used the right way, they can completely transform the way customer service and support work. These aren’t just bots that follow a script or answer FAQs. True AI agents can understand a situation, make decisions, and take action […]
Read More… from The Smart Path to AI Agents: Why Strategic Use Beats Splashy Hype
AI is having a moment. Again. But this time, it feels different. We’re past the “what if” stage and well into the “how fast can we make this work?” phase. Companies across industries are rolling out AI-powered solutions at a rapid pace especially in the customer experience space. The goal is faster resolutions, reduced costs, […]
Read More… from The Human Side of AI Still Matters (More Than Ever)
Today’s customer journey doesn’t follow a straight line, and it certainly doesn’t stick to one channel. Whether it’s a quick question over chat, a follow-up by phone, or a request through SMS, customers expect to get help when and how they want it. That expectation holds true across industries and demographics, and it’s raising the […]
Read More… from Customer Expectations Are Changing. Is Your Service Strategy Keeping Up?
When budgets drive business decisions, how can financial services leaders ensure that customer engagement and ease don’t fall by the wayside? This challenge is the culmination of several large issues facing financial services companies today: The competitive gates have been thrown wide open with neobanks, direct banks, digital wallets, P2P payments, and digital banking in […]
Read More… from Cost Cutting vs. CX: How FinServs Can Find the Right Balance
Contacting a utility company’s customer service is no one’s idea of a fun way to spend an afternoon. Yet, some aspects of the customer experience are particularly frustrating for utility customers—long wait times, confusing payment processes, and poor communication are among the most common complaints. Dissatisfied customers can cost your business more than just goodwill. […]
In today’s hyper-competitive business landscape, customers expect seamless and frictionless experiences. If your brand makes customers jump through hoops to resolve an issue, they won’t just be frustrated, they’ll leave. Research shows that 96% of customers who experience high-effort interactions become disloyal. On the flip side, reducing effort can increase repurchase intent by up to […]
Read More… from Why Customer Effort Score is the CX Metric You Can’t Afford to Ignore
For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation. A […]
Read More… from 6 Unexpected Things Your Retail IVA Can Accomplish