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Elite CX in the New Decade: Big Data, Meet Small Data

In this contributed article, Zoe Dowling, Ph.D., SVP of research for FocusVision, discusses big and small data, and how companies need to utilize both in order to carry out impactful customer experience projects as we head into the new decade.

How AI is Transforming the Customer Experience

Today’s customer experience is practically unrecognizable from just a few years earlier. We’re able to cancel orders without ever speaking to a human, get essential supplies delivered to our door just by talking to a speaker, and get pitch-perfect recommendations wherever we go online. Not only has AI transformed the purchasing journey for the consumer, but on the brand side as well. The infographic below from Chattermill provides a few examples of the way AI is used in CX every day.

Cerebri AI Launches Cerebri Values CX v2 Platform

Cerebri AI, announced the official launch of its second-generation Cerebri Values Customer Experience platform (CV/CX v2), which is now in the hands of customers and in full production. CV/CX v2 insights, brand commitment - Cerebri Values and Next Best Action{set}s are all driven by patent-pending object-oriented AI and reinforcement learning modelling methods. Our technology can time, sequence and value up to four events, rendering ‘rules-based’ and ‘AI-lite’ technology obsolete for driving maximum results.

Creativity and Human-Centered Design

In this contributed article, Magnolia Potter observes that since AI technology puts user data at a company’s fingertips, it’s easier than ever to harness that data and use it in any site design scheme. However, it’s imperative that companies don’t ignore the importance of user experience when it comes to designing a site. The integration of human-centered design and data science virtually ensures customer retention and steady profits in today’s competitive landscape.

How AI Drives Customer Experience

In this contributed article, blogger and CMO Donna Moores outlines several ways in which AI drives customer experience. Customer experience can now obtain a whole new level of sophistication, where users receive what they desire at a glance, without the need to experience stressful searches, conversations, or make complaints that seem to never be understood, while businesses, on the other hand, can finally make use of the endless quantity of customer information available.