More AI does not mean better CX often just more efficient chaos.
Artificial intelligence has, over the past two years, become the dominant topic in discussions about customer experience (Customer Experience, CX). Strategic roadmaps have given way to presentations on [...]
All-in-one CX is failing, modularity is taking over
Customer Experience (CX) has ceased to be the output of a single system. In practice, it is now shaped by dozens to hundreds of tools – from e-commerce [...]
Customer experience without decisions is just reporting
Companies today invest millions in tools for managing customer experience (Customer Experience, CX). They track Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), analyze [...]
When the CX stack stops making sense
The current ecosystem of Customer Experience (CX) technologies is unprecedentedly rich. CRM (Customer Relationship Management), CDP (Customer Data Platform), feedback management tools, marketing automation, voice analytics, chatbots, or [...]
NLP as the key to understanding the customer in the era of unstructured data
Just a few years ago, the analysis of customer feedback was limited to structured data: satisfaction scores, NPS (Net Promoter Score), or simple questionnaires. Today, companies face a [...]
How Prediction Is Changing CX
Most companies today measure customer experience (Customer Experience, CX) with considerable precision. Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES) have become a common [...]
