The All-England Lawn Tennis Club’s decision to replace Wimbledon’s human line judges with AI fundamentally changes the customer experience. For some people, this will be a welcome change. Judges will no longer have to argue with volatile players over close calls. For others — particularly people at the event — this will significantly change the…
“I am excited to introduce our next step in this journey,the Webex AI agent. This is in pilot right now, it will be available to our customers in an early calendar quarter in 2025. This AI agent brings together conversational intelligence and generative AI to deliver natural conversations with hyper-personalization.” Those words came from Cisco,…
Do you know why some visitors engage deeply with every page on your website while others barely make it past the homepage? For marketers, understanding these patterns is key. It’s about creating an engaging site experience — a user-centered journey that drives organic growth. Behavioral analytics provides a clear view of how users interact with…
Remember when your martech stack was manageable — maybe just one CRM platform paired with an email automation tool? Fast forward to today and your SaaS expenses ballooned. What began as a focused investment in digital efficiency expanded into a maze of overlapping tools and monthly charges that are difficult to track and justify. This…
Retailers are facing significant challenges and opportunities as they prepare for 2025. To stay ahead, leveraging advanced technology and data strategies to enhance customer engagement and drive growth is essential. Join our expert panel for Charting the Path Forward: Building a Future-Forward Platform for Retailers in 2025. Gain insights from Melissa Tatoris, Head of Retail…
Mobile experience company Sinch announced RCS features are now available in the Sinch Customer Dashboard, allowing marketers to integrate rich content into mobile message (SMS) campaigns. In the U.S., RCS (rich communication services) was a little used version of SMS messages only available on Android, until this year. Apple added RCS to iOS 18, significantly…
Many consumers just aren’t that into AI-powered experiences. Only 29% believe that such experiences have met their expectations, according to a new study by marketing consultancy Lippincott. And 40% are skeptical about AI’s future role in improving their experiences with brands. Experience with AI. It’s not that consumers are out of the loop — 61%…
Digital channels offer convenience for consumers seeking help in making a purchase. But sometimes they just want to pick up a phone and talk to a human. Nearly 80% of consumers said phones were important when communicating with a business, according to a study by TransUnion and research firm Toluna. But consumers also distrust incoming…
Do consumers trust AI? Maybe? 60% of consumers believe AI is trustworthy, according to a new survey by CouponCabin. 52% are more concerned than excited about AI in daily life, according to Pew. Do they trust companies to use AI? A bit if you’re a tech company, barely at all if you’re not. An average…
Brands suffering from a trust deficit might be wary of adding new tools to customer experience. There’s reason to believe genAI, when done right, can build trust — when done transparently. Sixty percent of customers said because of advances in AI, brands need to improve trustworthiness, according to a new Salesforce survey, “State of the…