NRF 2024: For retailers, AI moves from hype to the real world
Retail brands are embracing the benefits of AI and grappling with its challenges.
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Improve service interactions and drive revenue with sales innovationThe right AI tools can identify sales opportunities and empower associates.
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A fast-evolving CX landscape reveals opportunities and challenges for brandsAt Reuters event, CX leaders discussed AI, associate wellness, and other top-of-mind trends
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Will generative AI solve the CX industry’s omnichannel problem?Generative AI bypasses the rules-based functions that hindered previous omnichannel efforts to get closer to an omnichannel reality
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Customer experience is more than meets the AIAI gives users different perspectives from which to build great experiences
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Tuchman: New world of constant transformation is hereCustomer experience – how the collection of micro moments is handled – is the hallmark of a brand, says TTEC CEO
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Navigate travel’s peak season by focusing on CXImproved customer journeys lead to better travel experiences
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Want to retain associates? Give them more control over their schedulesFlexEX allows employees more autonomy, without sacrificing business needs
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Folx Health Q&A: Care designed for a marginalized communityChief clinical officer describes how care and resources engage LGBTQIA+ people who might otherwise neglect their health
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AI can help lift the patient experience but the real Rx is low-tech: ListenStanford Health Care’s chief patient experience officer advocates a new level of interconnectedness
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For AI to succeed, keep humans in the loopCombat data poisoning and preserve your AI model with high-quality data annotation
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Is your contact center truly ready for AI?Before launching AI, set up a strong CX foundation with 5 building blocks
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How are brands using AI to improve customer experience?Technology is helping meet customer expectations better and faster
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Ally Financial supports the creator economy through esports and gamingThe digital financial services company levels up to sponsor women in the male-dominated esports industry
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Compassion bots: The softer side of AI for AEPAlgorithms incorporate empathy data to train heath plan support associates to be nice and productive
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Peace of mind and banking are not mutually exclusiveIn times of uncertainty, consumers welcome empathetic interactions with knowledgeable contact center associates
CX Blossoms in the Age of AI
The articles in this issue of the Customer Strategist Journal delve into some of what is needed to make AI work in a customer experience context – from preventing data poisoning to setting a strong CX foundation.