Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these goals.
Specifically, Robert advises how to increase brand loyalty by improving your center’s organizational structure to balance cost with the CX. Then, Eangelica guides us on how to make the most of AI to aid your agents in providing the best experiences for your customers.
Eric dives into the specifics of the latest ChatGPT release and discusses the improvements from previous versions. Jacob focuses on chatbots; what they can be used for, their strengths and weaknesses, and what to look for in a provider.
Brendan then offers us a case study with Samantha of Stanley Black & Decker Outdoor, on how they deliver customer success.
The Rising Importance of Contact Centers
Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion from people in the C-suite. The truth is many executives see contact centers and customer experience (CX) as cost center mysteries, and this disconnect can result in significantly underestimating the strategic value they provide.
How to Optimize Conversations and Augment Customer Value
Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them: economic uncertainty, inflation, and heightened consumer anxiety.
Looking (ChatGPT) 4-Ward
Earlier this year, OpenAI announced a new iteration of their viral AI (artificial intelligence) model: ChatGPT-4. When ChatGPT-3 was initially announced, in November 2022, it was immediately hailed as “game-changing,” and was valued at $14 billion as recently as February.
Gardening the CX
When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black & Decker Outdoor (SBDO) under one of its popular brands. Like Craftsman, Cub Cadet, DeWalt, Hustler, and Troy-Bilt. In fact, you may have one of them in your garage or storage shed or barn.
How to Put Bots to Work
You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with his character. But robots or “bots” are not just physical walking metal parts; they come in many different shapes and sizes, and we interact with them every day: whether we know it or not.