An engineer at Google made headlines recently when he was put on administrative leave for insisting the company’s AI was sentient . To the untrained eye, published conversations between the engineer and LaMDA, the AI, certainly read like something straight out of the sci-fi movies humans have...
Brands require innovative customer service teams to meet rising customer expectations and adapt to changing business demands. CX leaders play a crucial role in fostering a culture of change by advocating for customer-centric approaches that drive innovation. In a recent panel at ...
As AI and automation become more essential to customer service and support teams, brands that learn to adopt and integrate these technologies effectively will have a substantial advantage in the fight for customer loyalty. We spoke with experts in customer service from Victoria Beckham...
Customer loyalty is becoming the main competitive advantage and the greatest currency for ecommerce brands. To thrive in the “ loyalty economy ,” brands need lasting, high-value relationships with customers. For this reason, companies are looking for every technological advantage possible to...
AI and automation have rapidly increased the efficiencies of CX teams across the globe, making daily tasks far easier while empowering agents to do more with less effort — and in less time. But some support centers still have hesitations around adopting AI, especially ones that might not fully...
With the promise of improved efficiency , deeper insights, and richer customer experiences , artificial intelligence (AI) has captured the imaginations of companies across all industries — and ecommerce is no exception. But how can ecommerce companies cut through the hype to implement AI...
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...
There’s one question popping up across the tech space, from boardrooms to water coolers, and everywhere in between — “How is AI going to change our daily work lives?” The conversation around AI has moved from curiosity to its potential widespread impact — with bold predictions that 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...
Yesterday @Allen Lee , @Mike Gathright , and I hosted the #ArtificialIntelligence Interest Group session at Customer Response Summit, which yielded some surprising insights into how brands and business partners are leveraging AI to smooth the customer experience – often by focusing on the...
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