VIDEO – Executive Dialogues: Surprising Lessons from My CX Transformational Journey
By Jen Johnson Senior Vice President, Call Center Transformation Frontier Communications
Presentation Summary: Investing in CX Priorities to Generate Customer Lifetime Value
Customer Experience 2023: A Frost & Sullivan Executive MindXchange, held in Nashville, Tennessee, this summer, provided a forum for customer contact leaders to share the latest customer experience (CX) strategies and best practices, and to help participants find...
Peek Under the Hood: Anatomy of Basic Conversational AI and IVAs
Think about it. 20 years ago, the model for customer service meant giving consumers a toll-free number to call for support. In the years since, simple online automation of basic tasks has evolved to today’s intelligent virtual agents (IVAs) and chatbots. They are...
Moving from Chaos to Efficiency: Solving Labor Capacity Issues in Contact Centers with Human-in-the-Loop AI
Contact centers play a pivotal role in the modern business landscape, serving as the frontline of customer interactions. However, labor capacity challenges have become a significant issue for contact centers, impacting their ability to deliver exceptional customer...