Keith Kirkpatrick is the principal of 4K Research & Consulting, LLC, a provider of qualitative and quantitative research and consulting services to US businesses.
Salesforce Announces Einstein GPT
Salesforce announced on March 7 Einstein GPT, a new generative AI technology that combines OpenAI’s enterprise-grade ChatGPT with Salesforce’s private AI models to deliver relevant and trusted AI-generated content across sales, service, marketing, commerce, and IT interactions at scale. Einstein GPT is currently in closed pilot, and Salesforce representatives declined to provide the names or total numbers of companies involved in the pilot, but are “are working to quickly bring this to market...
Despite Customer Anger, HP Stands by Its Cartridge Authentication System
Maintaining a balance between ensuring customer experience and the need to ensure solid revenue streams is a challenge faced by many organizations. Amid an environment where menu hacks are shared on Twitter to highlight ways to save money by using special order combinations that are designed to provide more value to the customer, any pushback from corporate entities often is met with scorn and derision. Press coverage of any corporate actions designed to protect these revenue streams often ta...
SugarCRM Debuts New Digital Self-Service Capabilities
End-to-End Interactions Allow B2B Customers to Streamline Operations
SugarCRM, a provider of a CRM platform for mid-market businesses, announced this week several new digital self-service capabilities designed to help business-to-business (B2B) sellers manage customer demands. The company’s self-service tools allow fully digital communications and interactions to take place from end to end, from an initial service request to final issue resolution.
Given the strong demand from consumers who p...
Balancing Efficiency Against Human Interaction in Restaurants
Self-Service, Automation, and Third-Party Partners Can Improve Service, But May Impact CX
The COVID-19 pandemic ushered in the use of several new technologies by restaurants, from quick response (QR) codes to allow guests to download electronic versions of menus, to tableside ordering kiosks, to third-party delivery services, all of which were designed to keep patrons safe and allow establishments to remain open. However, the full impact on customer experience over the long-term, particularly...
Building Trust with Citizens Through Better CX
Local Municipalities Must Learn from Their Commercial Counterparts
Local governments have been tasked with managing more services and information than ever before, while also being subject to increased scrutiny by watchdog groups and regular citizens. Amid this increased scrutiny, a Deloitte survey published in March 2021 found that only 26% of respondents rated their local governments as trustworthy (with trust being calculated as the percentage of respondents who responded 8, 9, or 10 on a ...
Corporate Leaders See External Hackers, Internal Staff Errors, as Top Cybersecurity Breach Causes
It is a familiar story that tends to be repeated month after month, year after year: a large organization reports that its customer data has been exposed via a data breach, and notices are sent out to affected customers. In January 2023 alone, organizations such as Twitter, Chick-fil-A, PayPal, MailChimp, and T-Mobile announced data breaches. The organizations typically promise to redouble their efforts to close the gaps that led to the breach, enhance customer and employee cybersecurity trai...
Identifying and Responding to CX Pain Points
Training and Technology Should Be Used in Tandem to Improve CX
Customers can experience friction, pain, or other impediments while interacting with a product, brand, or service. But solving these problems often requires a deeper look into the type of friction encountered, where it is occurring, and an analysis of the tools, training, and teams that must be included in addressing the problem.
Generally, friction or pain can be found in customer interactions with sales, support, or automated sy...
Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year
Despite Macroeconomic Uncertainty and Inflation, a TELUS Survey Finds Many Executives Raising 2023 Digital CX Budgets up to 25%
With the period of economic unease continuing into 2023, many companies in the CX sector have cut staff, reduced or frozen plans for new hires, and taken other measures to rein in costs. However, according to research commissioned by TELUS International, close to three-quarters (72%) of enterprise executives surveyed will be spending more on digital CX in 2023 compar...
Amdocs, Microsoft Announce a New Customer Engagement Platform
Amdocs, a provider of customer experience software and services to telecommunications and media companies, and Microsoft announced a new Customer Engagement Platform. The new platform is designed and built to enable communications service providers (CSPs) to provide their customers with simple, cloud-native, and AI-driven intuitive experiences.
According to the release announcing the platform, the Customer Engagement Platform will allow service providers to improve their engagement and end-us...
Salesforce Delivers New Analytics, AI, and Automation Solutions for Communications Providers
Salesforce announced in late February several new solutions aimed at the communications industry that are designed to help improve agent productivity and performance, streamline contact center management, and enhance the customer experience.
The company announced its Contact Center for Communications, which extends the Salesforce Contact Center suite of capabilities with solutions specifically tailored to communications service providers (CSPs). These offerings include:
Einstein Conversation ...
The Road to 6G
Although 5G technology is still in its relative infancy, top technology companies from wireless carriers to chipset manufacturers to meta technology vendors are actively working on the development of the next milestone for wireless communications, known as the sixth generation, or 6G.
The demand for even faster networks with greater capacity is being driven by a desire to support more complex and data-intensive applications, connect an even greater number of devices a...
The market for non-fungible tokens (NFTs) exploded last year, reaching a trading value of more than US$23 billion, up from just $100 million the year before, according to tracking firm DappRadar.
NFTs, unique digital tokens that cannot be replaced by or exchanged for another token of the same value, are governed by smart contracts and are verified and powered by blockchain, the distributed ledger technology in which a network of computers records transactions and provides buyers with proof of...
Developing Unbreakable Phone Screens
Mobile device displays have come a long way from the basic liquid-crystal displays used on the earliest handheld devices, such as the original Apple Newton or Palm Pilot. The screens on today's smartphones, tablets, and laptops can display a dizzying array of colors, reproduce fast-motion sequences with little or no blur, and in some cases, can even be treated to work in bright sunlight.
The key issue that still haunts many users is the fear of scratching or breaking a phone's screen, which c...
Adding Smarts to Vending Machines Drives Convenience, Efficiency
Vending machines, which allow people to easily purchase items without interacting with a human worker, have been around since the 1st century, when a Greek engineer and mathematician named Hero Alexandria created a machine that accepted a coin before dispensing holy water at a temple, to prevent people from taking more than their share of holy water.
Two millennia later, a far greater number and variety of products can be purchased from vending machines, thanks in par...
Delivering Empathy to Improve CX
While Most Humans Understand Empathy, Training and Tools Can Help Agents Deliver Empathy More Consistently
Providing a good customer experience is often dependent upon the ability of an organization and its representatives to provide efficient, timely, and personalized service to customers during each interaction. However, the ability to display empathy for customers and their situations has become as important or more important, particularly when customers encounter pain points, friction, or...