Customer service teams are the superheroes of businesses. They handle a myriad of clients and tools to ensure top-notch customer experiences. When dealing with concerned or inquisitive customers, it’s vital for representatives to possess the expertise and abilities to swiftly address issues.   Recent surveys have spilled the beans: weaving generative AI tools into service operations can reclaim a jaw-dropping 3,850 hours each week thanks to automation. But it’s not just about making things run smoother; it’s about adding that special touch to customer care that makes each intera ..read more

The era of AI is here, and there is a lot of discussion about the potential of AI to reimagine customer and marketing insights. I’ve been speaking with marketing leaders to learn how their teams are leading the way and using generative AI across marketing stages to elevate customer insights and messaging. I’m excited to share these successes and learnings in this blog series and my podcast. Marketing teams that are using generative AI to shape customer outreach are finding a competitive advantage. For every dollar that a company invests in AI, there is an average return of $3.50, according to ..read more

Groundbreaking AI-powered solutions are revolutionizing the way sellers operate, unleashing productivity and supercharging customer engagement. In this fast-paced era, customers crave nothing less than tailor-made experiences, demanding sales teams to rise to the occasion. At the same time, informed, strategic decision-making is crucial, making the business need for documentation stronger than ever.  Across the board, organizations are streamlining operations by automating mundane tasks, empowering sales teams to dedicate more time to cultivating impactful customer connections. Micro ..read more

Exceptional customer experiences are no longer the exception—they’re the rule. Companies need the right combination of innovation and cultural transformation to stand out, build customer trust, and achieve high engagement. We’ve interviewed three experts about the ways AI and other emerging technologies are improving the experiences of both customers and employees. The consensus is clear: building customer-first internal cultures will lay the foundation for future innovation and growth. Instilling a customer-first mindset in financial services One factor stands out when consider ..read more

Every day, government workers worldwide serve their communities. Responders dash into crisis situations; caseworkers make decisions on child placement; and public works staff work tirelessly to serve the needs of their community. However, aging systems sometimes fail to connect critical data with the people who depend on it, leaving administrators to cobble together timely, manual, and limited solutions to facilitate critical programs and services. Technology can empower these dedicated government frontline heroes with digital solutions. Organizations that maximize existing resources can ..read more

Today’s business leaders are eager to embrace the transformative power of AI. Organizations worldwide are already reaping the benefits of their AI investments. The mean return on investment for companies worldwide is $3.50 for every $1.00 invested in AI, and 5% realized an average return of $8.00 for every dollar invested, according to research from International Data Corporation. Generative AI combines natural language processing with a new reasoning engine to boost employee productivity and creativity. Copilot for Microsoft 365 harnesses the power of generative AI to connect knowle ..read more

Today’s modern workplace has pushed the demand for business leaders to create meaningful employee experiences. Technology adoption has allowed us to not only impact employee experiences, but business operations and data security. According to an Adobe-sponsored report by Harvard Business Review Analytic Services, Improving Employee and Customer Experiences Through Workflow Digitization, 79% of respondents agreed that digitizing workflows has improved the employee experience. Even more—87%—agreed that the employee experience directly impacts customer experience. Digitizing processes i ..read more

Risk comes in many forms. And companies in the financial services sector face it to a higher degree—and on more fronts—than the average business, whether they’re making investment decisions, complying with regulations, thwarting cyberattacks, or preventing fraud. With the growing complexity of customer data and interactions, managing risk is a constantly evolving challenge. While risk and business go hand in hand, today’s technologies make it easier than ever to navigate uncertainties. Businesses are using the latest in cloud technology, AI, and analytics to modernize their infrastructure ..read more

New AI technology is driving rapid change for businesses and consumers alike, and organizations are exploring opportunities to harness the power of AI to improve productivity and spur creativity. Automating repetitive tasks empowers employees to spend more time on innovation, and the advanced analytic capabilities of AI offer new insights in near real time that can help your business build and maintain a competitive edge. The right digital foundation prepares your organization for cutting-edge AI technologies. Application programming interfaces (APIs) that facilitate communication between soft ..read more

AI has quickly evolved from an exciting concept generating global headlines to a powerful, practical tool that is helping many companies in the public sector reshape how employees work. AI is already helping drive value, and though some approaches to AI are sector specific, many can be broadly applied to help employees in all sectors work more efficiently and enjoy their jobs more. We’ve brought together experts from healthcare, state and local governments, and education to share their insights into the steps organizations are taking to move AI from concept to action. Building a modern data fo ..read more