Business Systems’ Post

If you are attending EC next week - add these sessions to your schedule. Two of the top voices in CX AI strategy, they will offer valuable insight and perspective on this super hot topic.

The role of contact centre leaders is changing. It is not only more complex, but it is more visible, critical and strategic than ever before. Join Puzzel’s Chief Technology Officer, Thomas Rødseth, and guest speaker, Max Ball, Principal Analyst at Forrester, on December 12 at 12 noon GMT as they explore the dynamic landscape of CX shaped by consumer expectations. Delve into the transformative technologies that accompany this evolution, with a special emphasis on cultivating empathic customer service. Register 👉 https://lnkd.in/dVdUfq6V #cx #ai #ccaas #empathy

📰 News: 📰 🚀 --NICE Unveils CXone Mpower: A Leap in 'CX-Aware AI'-- 🚀 In the bustling city of Las Vegas, amidst the desert heat, NICE has rolled the dice and unveiled a game-changing AI platform, CXone Mpower, at their Interactions conference. This isn't just another tech update; it's a significant stride in advancing customer experience -CX- through cutting-edge AI. CXone Mpower introduces memory-driven AI to elevate customer interactions and boost employee productivity. Here are some impressive highlights: - --Immediate Augmentation--: The platform employs smart, memory-driven AI to enhance employee productivity by providing real-time support and automation. - --Advanced "Skillability"--: It facilitates skill transfer between humans and AI, enabling virtual agents to learn and adapt based on customer interactions. - --Fully Aware Proactive Service--: By connecting to every organizational touchpoint, CXone Mpower offers a comprehensive view of the customer journey, aiming for a personalized and efficient customer experience. Barry Cooper from NICE calls CXone Mpower the "holy grail of CX," and rightly so. It merges human and AI capabilities, ensuring businesses meet customer expectations in real-time. Adding to the mix, NICE also unveiled 1CX, a UCaaS solution at $5 per user per month, integrating voice, messaging, and video collaboration—all within a cloud-based system. Stay tuned for more on how NICE is redefining the future of customer experience! 🌟 #AIDriven #Digital #AI #Data #SMB #SME #Strategy #Innovation #Business #ArtificialIntelligence #AnniQ https://lnkd.in/egrUgEgu

There are so many "Start the Year Smart" webinars it is hard to pick. If you only have time for one -- this is it. Nick Cerise and Tom Lewis will give you actionable ideas to save $$ and improve CX.

🔑 𝗥𝗲𝗮𝗱𝘆 𝘁𝗼 𝘂𝗻𝗹𝗼𝗰𝗸 𝘁𝗵𝗲 𝘀𝗲𝗰𝗿𝗲𝘁𝘀 𝘁𝗼 𝗖𝗫 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 𝗶𝗻 𝟮𝟬𝟮𝟰 𝗮𝗻𝗱 𝗯𝗲𝘆𝗼𝗻𝗱❓   Join GemSeek's CX expert, Sasha Molotova, as she discusses the role of technology in shaping customer experiences in our latest video.   Delve into the thought-provoking questions posed by Sasha, including: - Are companies truly embracing the power of AI in their CX initiatives? - Why do CX teams hesitate to leverage advanced analytics for deeper insights? - How can technology integrate diverse data sources to enhance understanding of customers, competitors, and market trends? Watch the video and discover the actionable advice Sasha offers for CX professionals to step out of their comfort zones and harness available technology for CX success.   #CX #CustomerExperience #DataAnalytics #CustomerInsights

The 7th edition of CaCube Consulting's CX Landscape is out! "This landscape represents a CX market at a crossroads: AI has made its way into virtually every category but hasn't transformed the overall space yet." - Nicolas de Kouchkovsky, CaCube Consulting CMO and Industry Analyst As AI continues its takeover of the CX landscape, SuccessKPI aims to continue bringing impactful innovations, democratizing access to sophisticated contact center technology across industries and business sizes. You can find SuccessKPI on the landscape and changing the game in: - CX Analytics - Customer Journey Analytics - Conversation Intelligence - Workforce Management - QM/QA - Agent Assistance #cx #contactcenter #customerservice #workforceengagement

There are four megatrends set to shape the #CX industry in 2024 and beyond: ➡️ Balancing #AI with humans ➡️ Customer intents ➡️ Flexible #employeeexperience ➡️ Purpose-driven business Why are these #trends game-changers and how can brands embrace them for long-term success? Join CX experts Nick Cerise and Tom Lewis and discover the answer to these questions and others. https://lnkd.in/e_xMgkMU

We were excited to host a diverse group of CX experts at our recent Melbourne roundtable on "Next-Gen Customer Experience: AI at the Frontlines." The conversation was engaging and covered the evolving needs, challenges, and future state of CX with perspectives from those in BFSI, utilities, FMCG and more. 𝗔 𝗳𝗲𝘄 𝗶𝗻𝘁𝗲𝗿𝗲𝘀𝘁𝗶𝗻𝗴 𝘁𝗮𝗸𝗲𝗮𝘄𝗮𝘆𝘀 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗱𝗮𝘆: 1. The innovative use cases for AI in safety and compliance settings within the energy and utilities sector had the whole table impressed! 2. Across industries, there’s a strong focus on better utilisation of AI to empower advisors—enhancing their skills and creating more effective agents.  3. Ethical AI adoption and stress testing remain a top concern for the majority of our participants. A big thank you to our panellists Lisa Vandenhurk, Jonas Katzellenbourg and Gareth Sutton and to everyone who joined us on the day to share their valuable insights and enthusiasm! We look forward to hosting our next event soon. If you’d like to find out more about these events or how we can help your organisation, comment below!    #concentrixanz #customerexperience #ai #Roundtable

The future of #CX is human-led and tech-infused! Our latest survey highlighted business decision-makers, and nearly half say that technology following a human-in-the-loop model would improve CX at their company. In a similar survey featuring customers, survey data shows this is critical: more than 1/3 of customers say that being unable to speak to a person when they have a complex issue drives them crazy. Read the survey results to understand how business leaders and consumers agree that humans leading the way with AI is a win-win: https://bit.ly/3FOwA2n

In this world of perpetual customer relationships moving at the speed of digital – empathy, trust, and emotion are essential. Learn more about the key sessions at #ForrCX on May 28 that will help you integrate CX, digital and marketing to harness the power of humans + AI to create differentiated value in the eyes of your customers. #CXLeaders #services #techleaders