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. ...
#ArtificialIntelligence #ChannelStrategy #EmployeeEngagement #DataAnalytics #ConversationalAI
Clara Eckel | Marketing Manager. Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the...
by: Jillian Zatta, Customer Success Manager October 28, 2020 So, you think you’re ready to invest in conversational automation, but you want to avoid the hype and nonsense? Great, then we are here to help! Keep these seven points top-of-mind as you build out your chatbot program, and you...
Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously...
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