Ooh, Shiny! Check Out Genesys’ Interactive Customer Experience Survey

Maybe you’re interested in the state of Customer Experience and maybe you aren’t. But check out Genesys’ CX survey if only for its cool interactive graphics. Lots of fun splits by region, industry, business department, and age group. For example: 27% of customer care professionals think bots won’t reduce customer care headcount but 62% of IT professionals think they will. You can probably win a bar bet by knowing which region is most fond of personalization, assuming you hang out in the right bars.

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Persado Adds Story-Telling Capability

October 12, 2018

AI-driven marketing language generator Persado has added story-telling to its skills. But don’t get too excited: it’s not describing a sequence of events like what happened on its summer vacation. Rather, it’s writing copy snippets that reflect brand voice, seasonal themes, audience interests, and campaign goals. Still, it’s a step towards better AI-written copy. And, for now, what happened in Vegas still stays in Vegas.

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60% of Consumers Think Big Data Will Harm Them: NTT Data Survey

October 10, 2018

Here’s an excellent NTT Data survey on attitudes towards big data. You won’t be surprised that consumers are skeptical: while 65% of business executives said big data will be used to help consumers, just 40% of consumers agreed. The skepticism is justified: 80% of executives said their company gives strong protection to corporate data but just 42% said consumer data is strongly protected. Lots more about what’s creepy and how consumers are protecting themselves.

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Salesforce Buys for Automated Customer Service

September 22, 2023

Salesforce is buying, which builds low-code, AI-powered e-commerce customer service agents.  You might have thought Salesforce could already do that, but presumably Airkit does it better.  It doesn’t hurt that the company founders sold a previous business to Salesforce, the company was partly funded by Salesforce Ventures, and the product is already listed on AppExchange.  Price was not announced.

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