artificial intelligence Tag

Nemertes Research conducted a study of 517 companies to understand what successful companies do differently than those that aren’t yet delivering solid CX. We all know those brands that have distinguished themselves by delivering top-notch customer experience – Southwest Airlines, Chick-Fil-A, and Ikea, to name a...

AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization. Customer self-service portals can be convenient and improve CX, when they help consumers get what they need more quickly and...

This webinar will showcase how financial-services companies are leveraging agent analytics and AI assistance to give them data, knowledge, and context to deliver stellar customer experience. Nemertes will present real-world data showing how these technologies can boost revenue, improve customer ratings, and reduce cost....

With nearly 62% of companies using or planning to use artificial intelligence (AI) for their Digital Customer Experience (DCX) initiatives, one anticipated outcome is an increase in sales. So far, that anticipation is spot on. When asked for their primary business goal for using AI in their...

Digital Customer Experience (DCX) efforts enables organizations to provide new means of engagement including via mobile apps, chat, virtual and augmented reality, and by using AI to improve engagement routing and response. As organizations invest heavily into DCX strategies, they are bolstering their contact center...

I have talked to many friends and colleagues who complain about people who don’t return calls, emails, and texts—either at all, or when they say they will. These are typically business-to-business or business-to-consumer interactions (vs. personal calls), where the supplier tells a customer: “Let me check...

Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. All the rage these days is about AI, or artificial intelligence. Enterprise and business leaders do not rate AI as the most transformative technology for their Digital Customer Experience (DCX) strategies,...