customer experience (CX)

2023 Recap – A Busy Year in the Business Communications World

artificial intelligence image 1

Oxford’s Word of the Year for 2023 may be “rizz,” but for those of us in the business communications world, the word of the year was definitely “artificial intelligence” (okay, that’s two words) or “generative AI” (three words?). Looking back on 2023, anything having to do with AI was hot, and anything related to generative AI was even hotter.

XM + CX = An Obvious Partnership

Qualtrics and Genesys just announced a new partnership, combining Qualtrics’ Experience Management (XM) capabilities with Genesys’ customer experience (CX) and contact center solutions, supporting Genesys’ vision of Experience as a Service. During a briefing with both companies, my initial reaction was, “What took so long – this is an obvious partnership.” 

Enterprise Connect 2019

Experience, experience, experience – that was the theme at this year’s Enterprise Connect.

NICE Announces New AI-Powered Robotic Process Automation, Accelerating Organizations’ Digital-First CX Strategy

NICE (Nasdaq: NICE) introduced new AI-powered capabilities that enable organizations to maximize the benefits of Robotic Process Automation (RPA) for their business. Included in version 7.6, NICE RPA’s new capabilities include document digitization, ROI-based recommendation of ideal processes to automate, and a complimentary resource center with ready-made low-code/no-code resources for sharing.