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Technology

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Contributor: Gustavo Imhof
Posted: 11/06/2017
customer
The latest tech is helping to streamline CX in the hospitality industry, but what are some of the key players to look at to create that unforgettable experience? There is no denying that over the past ten years technological advancements have taken up a much more prominent position across industries; from chatbots in customer contact centres to sm Full Content »
Contributor: Zarina de Ruiter
Posted: 10/09/2017
AI 2020 video
Our new research shows that predictive analytics, artificial intelligence and smart devices are the intelligent enterprise applications that will have the biggest impact on organisations within customer experience by 2020. And a whopping 82 per cent of CX leaders say they are “excited” about the impact of much-discussed buzzword artificial intelli Full Content »
Contributor: Zarina de Ruiter
Posted: 10/02/2017
AI 2020: The future of customer experience
An in-depth look into the intelligent enterprise investments, trends and challenges that will reshape the CX landscape over the next two years The age of artificial intelligence (AI) has arrived and is on the verge of up-ending and remaking the customer experience industry; and everyone operating in the CX sphere needs a plan for how they are goin Full Content »
Contributor: Zarina de Ruiter
Posted: 09/20/2017
AI
New research into the intelligent enterprise reveals the biggest trends and challenges to impact the CX industry by 2020 CX Network, a leading online community for global customer experience (CX), service, insight, digital and marketing practitioners, is to publish a ground-breaking report in October 2017 on the role of intelligent enterprise (IE) Full Content »
Contributor: Zarina de Ruiter
Posted: 09/13/2017
Housman
Artificial intelligence is allowing customer interactions to become swifter and more efficient, but how do you ensure you don’t lose the human input and personal touch of the experience? Michael Housman is Chief Science Officer and co-founder of live chat platform RapportBoost.AI. Prior to founding the company he spent nearly a decade architecting Full Content »
Contributor: Katie Sadler
Posted: 09/12/2017
Artificial intelligence
The beverage industry embraces artificial intelligence to develop services through chatbot capabilities Coca-Cola (NYSE:KO) has been working on a new smart vending machine, which uses artificial intelligence (AI) to power its customer experience. The revamped vending machine, due to initially launch in New Zealand, allows the beverage company to o Full Content »
Contributor: Colin Shaw
Posted: 08/30/2017
The magic of Disney: The secret to its status as a CX leader
CX expert and blogger Colin Shaw says that a quality customer experience like Disney’s relies on constant technological innovation At their parks and resorts, Disney use the phrase ‘the magic of Disney’ to describe what they create for their guests. Ordinarily we would call it ‘customer experience’, yet this somehow seems inadequate. You don’t bec Full Content »
Contributor: Zarina de Ruiter
Posted: 08/09/2017
Consumer appetite for chatbot experiences on the rise
New survey reveals that 83 per cent of consumers would be more loyal to a brand offering a chatbot to check order status and product research Artificial intelligence (AI) and chatbots are a hot topic within customer experience, but how valuable do consumers really find interactions with these new technologies? SEE ALSO: What role will AI play int Full Content »
Contributor: Gustavo Imhof
Posted: 08/07/2017
Defining the new normal with AI: How the Nordics are transforming CX
What can global organisations learn from the AI-road being paved by Nordea and Nordic Choice Hotels? Every now and then, I find myself discussing with acquaintances a phenomenon I usually describe as “The Nordic Innovation Paradox”. Ask anyone in the streets, at the office or at home, what is the first thing that comes to their mind when they thi Full Content »
Contributor: Rob Walker
Posted: 07/19/2017
What role will AI play in the future of customer experience?
Artificial intelligence is a real industry buzzword right now, but what are the true challenges and opportunities within this field for CX? Artificial intelligence (AI) is the term on everybody’s lips at the moment, having moved in recent years beyond the realms of science fiction into mainstream consciousness. Companies everywhere are seeking to Full Content »
Posted: 11/08/2016
Cath Kidston CX Customer Experience Change Legacy Environment
Karl De Bruijn is de IT Director of British retailer Cath Kidston. At the Customer Experience Exchange for Retail he presented an insightful session on creating a customer experience strategy in a legacy environment. You can watch his full presentation below. Full Content »
49 results
of 5