Customer Strategist Journal Articles

Emerging technologies meet familiar challenges at CCW conference

Generative AI makes its mark

AI tools to augment associates are beginning to generate outcomes and impact

AI evolves from blueprint to tangible reality

What’s the real deal with today’s use of AI?

Is focusing on the wrong metrics sabotaging your CX?

Luxury retailers need to prioritize the right channels and KPIs to thrive

Feeling overmatched by fraud? There’s a smart way to use ML and AI to save time, cost

Modern fraud management combs through massive volumes of data to reveal patterns and signals that inform detection and mitigation strategy

Next enrollment season: Ready for a reset?

Consumers are more sophisticated than ever about their choices. Can your program rise up to meet them where they want to be?

Is generative AI making customer experience worse?

Traditional bots can’t meet rising customer demands

Accelerate B2B sales revenue with AI

4 ways to ignite growth and boost revenue

Wearable AI tech gives Tractor Supply employees instant answers

With new tool, employees gain “an expert in their ear” to help customers faster

Service to sales gets a needed upgrade in the AI era

Can a sales attempt actually improve customer service?

Conversation intelligence: A soup to nuts primer

Contact centers are uniquely positioned to harness the best of always-on monitoring and algorithms to lift CX

NRF 2024: For retailers, AI moves from hype to the real world

Retail brands are embracing the benefits of AI and grappling with its challenges.