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Avoiding Bot Biases in Customer Experience

Taylor Reach Group

MGI research found that 45 percent of work activities could be automated using current technologies; 80 percent of that activity is attributable to existing machine-learning capabilities. Robot-led workforce automation is not going away. Amazon banned shoppers who returned items too frequently. Subscribe to our newsletter.

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Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience

ECXO

The undeniable correlation between Quantum Physics and CX Apart from the entertaining analogies I have described between quantum physics and customer experience, there is a direct connection. This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations.

CX 111
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The decade software ate the world

Intercom, Inc.

The impact of social media. It’s hard to recall now, but there was a time, particularly around the Arab Spring of 2011, when it seemed that Facebook and Twitter would usher in a new era of enlightenment across the world, shifting power to the people by freeing our social and political discourse from traditional gatekeepers.

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Inbound Vs Outbound Call Center: Do you Know the Difference?

Ameyo Callversations

In the age of chats and social media, the call center is still a key to manage customer queries. However, the increased popularity of social media and chats has not diminished the value of the traditional customer service channel, i.e., voice. The agent entertains the caller and ends it with a call disposition.

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Is Hyper-Personalization The Next Big Thing In Business?

Aquire

It’s about using data, AI machine learning, and predictive analytics to understand your audience’s individual behaviors and make interactions more relevant to them. As with most online entertainment companies, Netflix has built a recommendation algorithm to make experiences more relevant to its customers. So, what did you think?

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Conversational AI: Building a Less Artificial and More Intelligent CX

Ameyo Callversations

Conversational AI combines different technologies, including natural language processing (NLP), machine learning, deep learning, and contextual awareness. Conversational AI enables machines to process, understand, and respond naturally to text or voice inputs.

AI 98
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How Customer Experience is shaping during COVID-19 with ‘New Normal’

SurveySensum

They are spending hours on streaming platforms for entertainment, social media to connect with the outside world, e-commerce portals for shopping, delivery apps for food, and so on. Understanding the situation McDonald’s, instead of dine-in, diverted its media spend on McDelivery and Drive-Through.