XM Knowledge Base
CX in the AI era
It seems like every week there’s a new headline about the profound changes AI will bring to how we work and live. What does it mean for customer experience? How will it affect this practice and how can businesses use it to deliver omni-channel personalisation at scale?
This content hub has been curated to equip you with the information, frameworks and tools you need as a CX professional to thrive in an increasingly automated world.
ON-DEMAND WEBINAR
The power of omnichannel insights to drive change
The volume of unstructured data in the world is growing rapidly – 80% of customer data will be unstructured by 2025, according to IDC. Yet most companies are unable to take advantage of the goldmine of untapped customer insights from conversations and interactions with the unique signals they provide into sentiment, effort, and emotion. In this session featuring Forrester and Hesta, we discuss:
- How you can get started in developing a CX listening strategy
- The use cases and value of using AI for customer experience
- How to build internal momentum
EBOOK
Reimagining omnichannel CX in the age of AI
Every minute, customers are telling you what they want, feel, and dislike. Billions of data points across calls, chats, website visits, social posts and online reviews, that can fuel innovation and improvement throughout your organisation. The problem is, most CX programs simply aren’t set up to capitalise on the goldmine of insights they’re sitting on.
Learn how you can capitalise on new technologies like AI to realise enterprise-wide value, and pave the way for a new era of customer experience.
ON-DEMAND WEBINAR
Harnessing AI to elevate your customer experience
The latest innovations in generative AI have made the future of CX a reality. CX leaders are harnessing AI to make hyper-intelligent decisions, foster more meaningful connections and take decisive, real-time actions that create unmatched customer experiences. However, at each phase of AI transformation, organizations are faced with the challenge of ensuring customer comfort in this uncharted landscape.
Access this session to hear how more than 100 CX leaders are navigating this wave of AI transformation.
EBOOK
4 ways AI will transform agent productivity
Imagine a world where your contact centre agents are problem-solvers, brand advocates and consumer experts. Out on the frontline, interacting with customers, and using their skills to drive loyalty and repeat business.
Learn how organisations are harnessing artificial intelligence in their contact centres to drive operational efficiencies, differentiate and build high-performing frontline teams.
