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How does hyper-personalization improve customer experience and business performance?
From successfully handling high call volumes and abandonment rates to minimizing customer frustration, businesses need to turn each...
The death of the IVR: How generative AI is transforming customer service
“For technical support, press 1. For billing inquiries, press 2. To hear about our latest promotions, press 3.” Once you’ve chosen...
In the age of AI, data security is top of mind for consumers
With rapid advances in AI, people tend to worry—or sometimes panic. The ethical implications of AI in retail can often feel daunting...
Best practices for customer service chatbots
Chatbots are reshaping the way businesses interact with their customers, setting new standards for customer experience. Offering...
How Generative AI is Reshaping Global Industries
In the not-so-distant past, the term "Artificial Intelligence" often conjured images of futuristic robots and computer systems capable of...
Decoding the Dynamics of CX: Trends Shaping 2024 and Beyond!
As 2024 unfolds, we stand on the cusp of a groundbreaking human-machine partnership. In this unfolding, we are witnessing an era where...
NICE Enlighten Copilot: The next generation AI-driven intelligence to the entire CX workforce is here
2024 is the year of AI, and NICE is leading the way with new capabilities using its purpose-built AI, Enlighten. Last week, NICE...
Revolution in the Pipeline - Part 1: Disruptive Technologies in Oil and Gas Industry
Companies increasingly adopt innovative solutions to enhance operations as the oil and gas sector evolves. According to global technology...
AI in Workforce Engagement Management (WEM): Five steps to success
Industry expert Juanita Coley shares her practical tips for implementing AI to empower agents and please customers. As head of global CX...
What is MultiCaaS and why is it the contact center of the future?
We explore the world of MultiCaaS and why it's a contact center trend that's shaping the future of the industry. As a contact center or...
Insurance 2024: Three AI Applications to Address Market Uncertainties
2023 was a challenging year for the global economy: a prolonged recession, unforeseen catastrophe, and rising political tensions. Moving...
The Evolving Landscape of Software as a Medical Device (SaMD): Bridging Innovation and Regulation
Software as a Medical Device (SaMD) represents a groundbreaking convergence of technology and medicine. It refers to software...
Cloud Migration Done, Now What? Unlocking the True Value of Data Through Data Mining
In recent years, organizations have strategically embraced cloud migration to attain agility and scalability. The cloud's innovation has...
5 Steps to Automating the Customer Claims Experience
Create Better Customer Claims Experiences Claims handlers face the challenging task of delivering excellent customer experiences to...
The next-generation contact center: 5 ingredients for success
Build your next-gen contact center for today and tomorrow, build stronger customer relationships, and empower agents with generative AI...
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