Customer Experience

Gain insights into the evolution from containment to engagement in customer experience, learning strategies to enhance efficiency while exceeding customer expectations. Discover actionable steps to leverage data, analytics, and emerging technologies like Generative AI to create meaningful customer interactions and drive business results.

By reading this blog, you'll gain actionable insights from industry leaders on how to elevate your customer experience strategy by effectively balancing cutting-edge AI technologies with the irreplaceable human touch, ensuring your brand remains agile and customer-centric in a rapidly evolving retail landscape.

Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. The key to providing stellar customer interactions is some behind-the-scenes magic: human assistance for AI.

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement.

Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk, a dynamic IT support service that blends Artificial Intelligence (AI) with human expertise to deliver a hyper personalized interactive IT support experience.

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences.

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop and asked participants to work through the development of a transformation strategy. Here’s a summary of the workshop and the insights gleaned.

The future is crystal clear. In a world of high demands and countless inquiries, meeting consumer expectations isn't just a goal; it's a commitment.

Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana in CX?

Curious how players in the utility space see CX, conversational AI, and future planning with IVA and CCaaS? Read this Q&A with Vistra Energy and Evergy.