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Lately, it is almost impossible to scroll through any news feed without coming across an article about Artificial Intelligence and its predicted impact on digital interactions in the present and future. Recently, one particular phrase  may have caught your eye- Conversational AI. But what exactly is Conversational AI and where is its place in the current landscape of contact center-based customer experience? What is it and What Does it Do? Here is how Amazon’s developer portal describes Conversational AI:...

We understand the importance of customer experience, but what is the actual correlation between customer experience and revenue growth? Is it even possible to attribute revenue dollars to additional investments in customer experience? In short? Yes. Forrester’s Customer Experience Index finds that as the Customer Experience bar continues to rise, so does revenue growth. Forrester released their latest findings at CXNYC 2016, a Customer Experience conference attended by global leaders in CX.   Forrester’s Customer Experience Index Top brands use...

Customer Experience, or CX, is the collection of interactions between a business and its customers. The customers’ perceptions of this experience and the resulting feelings about the company dictate brand value and are measured with metrics such as NPS. Brand value ultimately determines the company’s future and longevity.  As such, understanding your personal approach to CX is critical. To evaluate your own CX approach, consider discovering your CX personality.  While no one personality type is better than...