Tag Archives: ai in dx

The Humanoid Touch: How AI is Changing Customer Experience

The Humanoid Touch: How AI is Changing Customer Experience

Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently. In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents.

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Artificial Intelligence: Taking the Good With the Bad

Artificial Intelligence: Taking the Good With the Bad

Over a year ago, I started researching artificial intelligence (AI). As a marketer for a company with an advanced digital solution that uses AI-type technology, I thought it was important for me to know the competition and learn about solutions that could help me currently and in the future.

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10 Ways AI Helps Improve Customer Experiences

10 Ways AI Helps Improve Customer Experiences

Artificial intelligence is making its way into business processes across organizations. However, recent research from PointSource  (registration required) indicates one of its greatest impacts can be seen in the customer experience arena, and specifically, in online shopping.

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How to Address Consumer AI Privacy Concerns

How to Address Consumer AI Privacy Concerns

For some, the mention of artificial intelligence and machine learning conjures images of Skynet deploying armies of self-aware humanoids to destroy society. A more serious and reality-based concern for consumers is that AI may further compromise their data privacy online.

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How to Deliver Personalized B2B Experiences With AI

How to Deliver Personalized B2B Experiences With AI

The modern B2B buyer has been increasingly conditioned to personalized buying experiences due to advances in the consumer world driven by companies such as Amazon, Uber and Google. This trend comes at a time when, according to Forrester Research’s report "A Brand New Day for B2B Commerce " (fee

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How 5 Companies Successfully Introduced AI Into the Customer Experience

How 5 Companies Successfully Introduced AI Into the Customer Experience

Do we still need humans to power customer experiences? Yes, according to Forrester.  In its Digital CX Trends 2018 report  (fee charged) released today, Forrester researchers found that "while AI, intelligent agents, and chatbots were central to the business conversation in 2017, most companies discovered they lack the design acumen

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5 Signs Your Company Isn’t Ready for AI

5 Signs Your Company Isn't Ready for AI

Every day seems to bring a new outrageous headline with promises of artificial intelligence's superpowers. The hype is very high right now, with headlines conveying the sense that disruption is imminent and everything will soon be overtaken by these technologies. The reality, however, is very different.

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3 Principles of Successful AI-Powered Digital Platforms

3 Principles of Successful AI-Powered Digital Platforms

In planning for the future, we’re trained to look to the past. As the adage goes, "Those who cannot learn from history are doomed to repeat it."  But when it comes to building digital platforms in the age of artificial intelligence (AI), that’s tough to do.

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Where AI Is Working, Where AI Needs Work

Where AI Is Working, Where AI Needs Work

If you’re a sports fanatic, you probably were glued to your television watching this year’s March Madness matchups. And more than likely, you saw IBM Watson’s latest TV commercial, “Watson at Work: Basketball.” In the commercial, Watson, the IBM system capable of answering questions posed in natural language,

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