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Articles by Cris Kuehl
How John Lewis Partnership and Sitel Group are Using Conversation Insights to Drive Action
The pressure is on for retail brands to create a unique customer experience that feels personal and consistent. Leading brands are doing so by deriving insights from 100% of customer conversations to develop a complete picture of customer effort and experience and extract key trends about their customers, across all communication channels. But how do they turn mountains of data into actionable insights to drive positive change?
How AI Can Help Traditional Retailers Compete Against D2C
Global annual spending on artificial intelligence (AI) by retailers is expected to surpass $7.3 billion by 2022, according to Juniper Research, and IBM estimates that 79% will implement AI for customer intelligence and 75% for marketing, advertising and campaign management.
How Brands Can Successfully Marry Data Analytics with the Human Touch to Improve CX
Nearly half of U.S. employees say their company has embedded AI into their standard business processes, and more than half of employees fear that they’ll lose their jobs to advanced automation and robots. However, in the midst of the chatter around how AI may be taking jobs away, we’re neglecting a very important discussion: how can AI actually improve jobs?
How AI and Data Analytics Improves Your Customer Experience
With nearly half of consumers reporting they would pay a higher price for a product in exchange for better customer experience (CX), there’s no understating the importance of driving loyalty through CX. With technology such as loyalty cards, chatbots, etc., brands have more data available about the customer journey than ever before. However, for many brands, this massive trove of information may be overwhelming, begging the question: How do I use this data to improve CX and meet customer needs?
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