Enhancing efficiency with AI while preserving human connection
Companies are constantly seeking innovative ways to enhance customer success. The integration of artificial intelligence (AI) into customer service strategies has emerged as a transformative approach…
CustomerThink: Harnessing the Power of Natural Language Interfaces for Improved Customer Experience
This article was written by Greg Kihlström for CustomerThink. As a consultant and advisor to enterprise brands, I have seen firsthand the transformative potential of natural…
How AI enhances efficiency of customer service operations
Organizations are increasingly recognizing the vital role that artificial intelligence (AI) plays in enhancing efficiency and improving customer experiences. The traditional contact center model, characterized by…
CustomerThink: Increasing customer engagement through the power of participation
This article was written by Greg Kihlström for CustomerThink. To stand out in today’s competitive marketplace, brands need to go beyond just offering a high-quality product…
CMSWire: AI Can Predict Customer Churn, But Can It Build Trust?
This article was written by Greg Kihlström for CMSWire. Brands racing to adopt AI in marketing are finding that human insight holds the key to turning…
#676: The consumer is no longer navigating the map—they are the map, with Ken Hughes, the King of CX
The consumer is no longer navigating the map—they are the map. Welcome to the era of the Blue Dot Consumer: always centered, always scrolling, and always…
Optimizing e-commerce returns for profit and sustainability
The management of product returns is often viewed through a negative lens, focusing on the costs and logistical challenges they present. However, as discussed in the…
Generative AI enhances scalable personalization
The quest for personalization at scale has been a focal point for brands seeking to connect authentically with consumers. For decades, marketers have grappled with the…
