The Digital Experience
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FTC's quixotic quest to fix CX with Click to Cancel rule
The Biden administration strives to improve CX with a rule that goes in effect in 180 days. What could possibly go wrong? People, process, tech and a U.S. election. Continue Reading
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Benioff: Self-driving taxis part of autonomous AI's 'moment'
With GenAI powering Salesforce's new autonomous CX agents and Waymo's fleet of self-driving taxis around San Francisco, AI is having a 'moment.' Continue Reading
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Generative AI tools are here, but who's using them?
Generative AI has much promise. But the road between here and delivering on those promises looks to be a lot longer than when ChatGPT first dropped in November 2022. Continue Reading
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Build that elusive, winning generative AI business strategy
Analysts explain why so few enterprises can come up with generative AI strategies that can prove its value in hard dollars. Spoiler alert: First you need a problem to solve. Continue Reading
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Amazon thin client spurs conversation about replacing laptops
AWS bowed a new entry into the thin client space, which appeals to a limited audience of Amazon WorkSpaces-based orgs. What we really want is to ditch the work laptop for good. Continue Reading
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Microsoft's Copilot AI assistant brings upside, cost and risk
Microsoft's Copilot AI assistant arrives for office productivity apps. Not everyone's going to buy it at once, and it does come with risks common to all generative AI. Continue Reading
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Meta's Threads erupts as potential customer service channel
Threads may or may not be a Twitter-killer, but if 100 million people signed up for it in its first five days, your customer service team should consider supporting it -- and fast. Continue Reading
By
- Don Fluckinger,
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Enterprise Strategy Group
We provide market insights, research and advisory, and technical validations for tech buyers.
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AI bots lack one critical skill for customer service jobs
Experts -- including ChatGPT itself -- debate the extent to which customer service AI tools can help contact center agents amid rising demand and high turnover rates. Continue Reading
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Salesforce's Marc Benioff and Bret Taylor the latest co-CEO trial
Some software companies rule their worlds with co-CEOs for years. Other co-CEO arrangements don't last long. We consider the future of Salesforce's current chief executive duo. Continue Reading
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NFTs can boost customer loyalty -- if people would chill out
Starbucks launched an NFT loyalty program, which could change the public's -- and marketers' -- attitude toward the technology. But most people still have reservations. Continue Reading
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The Readability Consortium's lessons for marketing content
The University of Central Florida, Adobe and Google band together to study digital readability. Those who create marketing content can get an edge if they pay close attention. Continue Reading
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Smart brands will change approach to marketing email, cookies
You'd think marketers got the hint to move past third-party cookies and marketing emails once Google, Apple and regulators all stepped in to protect consumers. Not yet. Continue Reading
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Zoom CCaaS a big bet on the future of customer service
Zoom already integrates with the most popular contact-center-as-a-service platforms. So why has Zoom come out with a CCaaS of its own? Continue Reading