Taking AI in-house is an option many businesses are exploring with the hopes to maintain full control over their technological infrastructure. But is it smart to implement homegrown generative AI solutions without the ongoing assistance and knowledge of seasoned experts? The decision to build...
Are contact center leaders deriving the maximum ROI from the present traditional model of their contact center? This question was central to the webinar with Chad McDaniel , President, Execs In The Know. Though contact centers have come a long way, the problem is inherent inflexibility...
ChatGPT’s rapid rise to household name is reshaping business faster than many business leaders can keep up with. If you’re feeling overwhelmed by generative AI, you’re not alone. Across industries and sectors, people are at varying stages of maturity in their broader AI journey, and many don’t...
For all the complexity and hype around generative AI, there’s one business case that stands above all others: enhancing the customer experience. Brands should be aspiring to transform ordinary experiences into extraordinary ones and to make the impossible, possible. To truly understand the...
Today, I am excited to announce Gladly Sidekick, our new AI and automation platform that enables personalized self-service. It’s designed to work hand-in-hand with Gladly Hero, our people-centered platform for delivering personalized agent-assisted customer service. We’re introducing Gladly...
At some point, nearly everyone has experienced the frustration of a long wait time when contacting a brand’s customer service line. Whether it’s elevator music or having to repeat their issue to multiple advisors, customers can be wary of contacting customer service. The numbers don’t lie:...
The headlines seem to be blaring everywhere: a recession is coming, inflation is out of control, COVID-19 isn’t over, big tech is laying off tons of people, and people are leaving the workforce in droves through The Great Resignation or quiet quitting. Every day seems to bring more challenging...
Customer expectations aren’t waning—especially when they contact you. With an ever-increasing volume of customer interactions reaching the contact center, brands need to be able to respond to and resolve inquiries quickly. According to research from Execs In The Know , 1 54 percent of...
Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Welcome Steven, can I record this call for quality assurance? Absolutely Hailey. And thank you for having me on this beautiful Wednesday morning here in Northern Virginia. ...
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