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AI’s new inflection point, generative technology, has captured the world by storm and could be the next giant leap to unleash the innovation and productivity we need . The market will reach over $109B by 2030, with a projected CAGR of 35.6% . ChatGPT’s meteoric rise is attributable to generative AI’s capability to augment human effort. Enterprises envision building better customer relationships and crafting more engaging and personalized experiences by tapping the prowess of this disruptive technology. The Future Is Unfolding The talk of the town is about leveraging this technology with “human-in-the-loop” workflows, automating repetitive ...

Generative AI has emerged as a transformative force in today’s technology and business landscape. This buzzy technology holds much promise in shaping digital customer experiences and revolutionizing how enterprises operate. Through its innate prowess to augment human efforts and generate deep insights, AI’s new inflection point has become increasingly pivotal in driving innovation, productivity, and customer engagement across industries. Exciting new developments and advances in generative AI are unfolding. The business benefits of specific use cases hold much promise. However, many enterprises are still testing the waters; some need help navigating ...

The future of work arrived yesterday. Even before the global pandemic disrupted set models of work, work as we know it had been quietly shifting. And nothing has highlighted that shift more than the rapid emergence of the gig economy. The gig economy is not new. It has been there for a while - longer than you may imagine because the word ‘gig’ was first coined by jazz musicians back in the early 1900s! But the modern gig economy really took off with the growth of internet-backed platforms that facilitated easy access to gig work. Being hyper-connected with the growth of social networks has fueled new technology-enabled ways of work. And the key ...

"Just gigging," was the reply when Samantha*, a Gig Peer Expert, was asked about how she was navigating the new world of work. The freedom, flexibility, and meaningful engagements give her and many other product specialists a sense of independence or "liberated connections" regarding place, purpose, routines, and professional relationships. As the future of work takes on a whole new momentum, tap into the global network of technical and product experts through a flexible and resilient freelance support model. "Gig or contingent workers represent 15% to 25% of the global workforce today; by 2025, gig workers will comprise 35% to 40%." – Gartner. Going Gaga ...

The modues leverage Data insights, Data analytics, cognitive services, & AI to deliver customizable solutions and ensure tangible business benefits. In the age of platform wars where CX pros seek to get that extra edge over their competitors, MOVATE™ EDISON (Previously known as CSS EDISON™) shows it has a mind of its own. The intuitive thinker finds a place in the strategic arsenal of every decision-maker wanting to retransform and get ahead in a competitive landscape. The platform emerged as the 2021 Gold Stevie Winner for the best use of technology in customer service. Let’s discover the journey and what makes this product a cut above the rest. ...

Customer experience has taken on a new definition and dimension amidst the current COVID-19 crisis. Customer expectations have heightened as purchase priorities have shifted and buying behavior has changed. What was earlier considered as a good customer experience is table-stakes today. Most businesses across all sectors are now keen to reorganize their approach to customers. Today, brands are toiling hard to deliver experiences to modern, digitally savvy customers through new technologies and tools like real-time messaging, chatbots, artificial intelligence (AI) , augmented reality , and self-service. But we’re getting to see an interesting shift ...

The world has never been more reliant on digital channels, often self-served. But how can brands humanize and delight, regardless of how digitized the journey becomes for customers and employees? What role do personalization and conversational commerce play, and how can brands meaningfully connect with customers across the digital landscape? Here are nuggets of CX wisdom from the recently concluded panel discussion on “Delighting Across the Digital Experience (DX)” at the Customer Response Summit (CRS) held from March 1-3, 2023, in Austin, Texas. Key CX leaders included Carlos Castano (Microsoft), Bit Rambusch (Philips), and Monte Tomasino (Dell Technologies). ...

Hyper-personalization is tantalizingly close to the verge of the next boom in 2023. From personalization’s inception in the 1980s to becoming a marketing word of the year in 2019, the buzzword has become indelibly etched in every marketer’s lexicon. Personalization has moved from hype to hyper over the years and will take on another remarkable resurgence. Crunching customer data is at the crux of it all, and applying data insights to decisions is the most challenging barrier to the success of a hyper-personalization strategy for 53% majority of marketing influencers, according to a report by Ascend2 . In a marketplace where anticipating and surpassing ...

In the last three years, the pandemic and economic headwinds changed the world radically and transformed the entire digital customer experience (CX) ecosystem. With the rising economic uncertainty and dire need to engage customers anywhere they prefer, enterprises are pushed to move away from their legacy systems and accelerate the adoption of next-gen technologies to transform their CX value chain. A PWC report tells us that in the post-Covid world, 59% of customers said they care about CX . Hence in 2023 and beyond, enterprises will continue to focus on enhancing CX through data and analytics, customer journeys, the voice of customers, and intuitive automation. ...

It’s long been acknowledged that the deciding factor for consumers when they’re choosing between products and brands is often the customer experience. Since this is such a longstanding idea, why is it imperative that organizations take a closer look at and reimagine their CX strategies now? We all know the impact of a bad experience and the ripple effects it can have on a brand and consumers. It is also common knowledge that even the power of a strong “brand” no longer assures customer loyalty. In addition to the existing complexities of customer acquisition and loyalty in an ever-changing landscape of innovation and disruption, we now live in an environment ...

CXOs are increasingly recognizing that stepping up their digital game would lead to more efficiency, innovation, and customer satisfaction. But the problem is, ‘where does one even begin?’ Experts recommend, it begins by mapping your digital customer experience journey – which is pretty much like a road trip. It helps brands in understanding their customers’ needs and behavior that can help improve the brand’s product or service. In an exclusive chat with CXOToday, Vivian Gomes, Chief Marketing Officer , Movate (previously known as CSS Corp) , discusses why mapping your digital customer journey is becoming more important than ever ...