The Enterprise Conversational AI market is fundamentally broken. According to a survey by Forrester Consulting in 2023, about 75% of consumers said that chatbots cannot provide them helpful answers, and 50% of consumers said they often feel frustrated in their interactions with chatbots. [Forbes 2023]  On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62 billion by the end of 2024 and expected to grow to $1.3 trillion by 2032. [Bloomberg 2023] The supply is also the highest it’s ever been, with around 67,200 AI companies r ..read more

There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. Nowadays, it’s changing so rapidly it’s hard to keep up, largely due to the swift advancements in artificial intelligence and a surge in consumer demand for AI and automation.  This rapid evolution means that the industry buzzword “transformation” is itself transforming. Historically, when we think about transformation in CX, we would make large sweeping plans leading to big changes and, finally, that mic-drop impact that really changed our business—a ..read more

Lovevery, the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. This Brand Spotlight from April’s issue of CX Insight magazine delves into Lovevery’s innovative approach to nurturing customer relationships and how it empowers its support teams to excel in every interaction. Lovevery’s Strategic Excellence Under Emily’s leadership, Lovevery has cemented its place as a beacon of innovation in early childhood development. The company, recognized by Fast Company as one of the Most Innovative Companies, focus ..read more

The decision to incorporate AI into contact center operations is no longer a question of if, but how. Among the myriad options available, starting with a modern transcription + summarization solution can be the perfect way to begin. This approach not only delivers immediate benefits and ROI but also lays a solid foundation for a comprehensive AI journey. By prioritizing a transcription and summary and a starting point in your AI journey, you do three things in parallel: You lay the foundation with transcription for all generative AI capabilities that follow. The bottom line is you cannot augm ..read more

Dave Pitsch, Vice President of Guest Services at Arc’teryx, recently delivered a compelling keynote address at Customer Response Summit (CRS) in Tucson titled Shaping the Future of Guest Experience and Circularity. Arc’teryx has positioned itself at the forefront of innovation and sustainability. At the heart of the brand’s mission is crafting a pinnacle guest experience that transcends the traditional boundaries of retail and brand interaction. Pitsch articulated a bold vision, emphasizing a deep connection with the mountain community that forms the core of Arc’teryx’s identity. This connect ..read more

In today’s competitive marketplace, the ability to listen to and act upon feedback is not just a nice-to-have; it’s a critical component of a brand’s success strategy. Our CX Insight magazine article, “The Power of Listening: Leveraging Customer Feedback to Drive Brand Success,” delves deep into why customer feedback matters and how it can be a game-changer for businesses aiming for growth and sustainability. Understanding your customers’ needs, expectations, and experiences is pivotal in today’s hyper-connected world. With markets evolving at an unprecedented pace, the article highlights the ..read more

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible. How? By providing clear data that the team can use to make educated decisions on how to optimize processes. 1. WFM gives agents more information o ..read more

On March 14, 2024, at Execs In the Know’s Customer Response Summit in Tucson, Gladly CMO Jason Finkelstein led a panel called “Mastering the Lifelong Customer Conversation Across Channels in 2024 and Beyond” along with other CX leaders — Roy Dunn, General Manager of Member Service Centers at Costco; Garrett Graham, Head of Client Journey at Truist; John McCahan, VP of Customer Care at FTD Flowers; and Kate Showalter, VP of CX Services at Crate & Barrel. The panel fell on Pi Day. Finkelstein initiated the discussion with an anecdote about his daughter’s participation in a pi-digit memoriza ..read more

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. While this growth in tech has been highly impactful, there’s one constant we can all appreciate: humans are still the heartbeat of any contact center and vital to delivering outstanding customer care. Without skilled, dedicated and confident agents, the customer experience suffers, and poor retention can greatly impact a company’s bottom line. Why Agent Retention Matters The challenge of reta ..read more

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership. She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts. She argued that staying ahead in the CX game requires meeting and exceeding these evolving expectations. This premise set the stage for her exploration o ..read more