Over the past two decades, the contact center industry has promised capabilities that will significantly improve customer experience. This is important because CX is now the top brand differentiator, with many consumers switching loyalties because of a single bad experience. Though it’s true that the contact center providers have delivered new capabilities such as omnichannel communications, self-service tools and more, consumer satisfaction with contact centers remains low.
The network continues to grow in importance as a strategic business asset. A recent joint study between ZK Research and The Cube Research found that 93% of organizations felt the network was more critical to business operations than two years ago. At the same time, 80% of respondents believe the network has grown in complexity in that same time frame. The continuation of these two trends will lead to an untenable situation.
Every business or IT leader I talk to today has customer experience (CX) improvement as one of their top initiatives. My research shows that 95% of companies now compete on CX versus only 22% a mere five years ago. While there is no silver bullet to improve CX, AI is viewed as an enabler of change allowing companies to deliver differentiated experiences.
Accenture Plc Tuesday announced the launch of the Accenture AI Refinery framework, developed on Nvidia Corp.’s new AI Foundry service. The offering, designed to enable clients to build custom large language models using Llama 3.1 models, enables enterprises to refine and personalize these models with their own data and processes to create domain-specific generative AI solutions.
The artificial intelligence industry is filled with big vendors and upstarts, and Amazon Web Services Inc.’s AWS Summit in New York City earlier this months provided Amazon the platform to make its claim as the leader in AI. To do that, the company put Matt Wood (pictured), vice president of AI products at AWS, in the keynote spot.