Search for tag: "customer experience"
Metrics in CX: The Acronym Guide to Key Metrics that Measure Customer ExperiencesEditorial Strategist Amanda Downie takes us through direct and indirect metrics companies use to positively impact your everyday shopping experiences. Whether due to pricing problems, shipping… |
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Customer Service vs. Customer Experience vs. Customer SupportCustomer Experience, Customer Service, and Customer Support are three distinct aspects of how businesses interact with customers. In this video, Amanda Downie explores the differences between these… |
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AI in Customer Experience, Customer Service & Customer SupportJoin Amanda Downie as she explores how AI-powered solutions can enhance customer satisfaction, reduce costs, and increase productivity. From chatbots to predictive maintenance, AI is transforming the… |
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Customer Experience Acronym Guide: Tools for Data-Driven InsightsAmanda Downie dives into the importance of data and the tools that drive customer experience such as Customer Relationship Management (CRM) & Enterprise Resource Planning (ERP). From inventory… |
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Augmenting the Human: How IBM Delivers AI-driven Customer Service to Enterprise OrganisationsFaced with rising customer expectations and operational costs, companies and business owners are increasingly challenged to modernize their customer service. Contact centers, as a particular arena of… |
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MOL Group remake the service station experience with AI-powered, data-driven customer engagementMOL is an integrated oil and gas company with 25,000 employees in 30 countries, and over 2,400 service stations in 10 countries. Today, their transformation focus is on accelerating their journey… |
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Put AI to work in financial services to transform customer serviceIn financial services, interactions must be based on trust. One negative transaction or experience can lose a client. With gen AI, you can transform your contact center into a profit generator. |
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Not just a chatbot: Build virtual agents that are actually helpful with gen AIVirtual agents have been part of our lives for a long time, but can they replace humans as they become faster and more accurate with generative AI? Listen to host Albert Lawrence discuss the… |
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Developing the future with open-source AI modelsGen AI is changing life for everyone, even for those creating it, aka developers. In this episode, host Albert Lawrence and IBM Developer Advocate JJ Asghar discuss why “open” is so… |
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Save people from screaming "representative"Do you really need a human on the line, or do you just need to give virtual agents a chance? Listen to host Albert Lawrence, Jeannie Walters, customer experience speaker and trainer, and Morgan… |
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AI Unleashed: Elevate customer service to new horizonsUncover AI's potential to revolutionize customer care and improve customer satisfaction. Discover the transformative potential of AI-driven customer service strategies reshaping customer… |
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Delivering Exceptional Customer Experience Through Unbounded AnalyticsAll organizations have been in some phase of digital transformation or working on becoming more agile. With today’s new realities, many of these initiatives have been kicked into high-gear.… |
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IBM watsonx Assistant: IntegrationsFor a virtual assistant to reach its full potential and deliver personalized and effective experiences, it needs to be capable of integrating with just about anything, from digital channels to… |
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Operationalizing CX personalizationPierre Charchaflian, Vice President and Senior Partner in IBM Consulting, discusses how to best operationalize personalization of customer experience across an organization, at scale. For more, read… |
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IBM watsonx Assistant: Call Center ModernizationWith watsonx Assistant you can make your AI virtual assistant available over the phone and guide callers through actions with the same sophistication as in chat. This will dramatically reduce call… |
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IBM watsonx Assistant: Customer ExperienceCustomers don’t like digging for information and don’t want to be put on hold to get simple answers – they expect an immediate connection and quick resolutions to their problems.… |