by John Nash | Jul 11, 2025
In touting AI capabilities of customer engagement technology, vendors typically point out how their systems use AI to enhance or optimize a business process. Their system uses AI to make better predictions about customers, for example, or to improve customer...
by Steve Zisk | Jan 8, 2025
Chatbots: they’re supposed to make life easier, not inspire a CX faceplant. Yet, over the past few years, a handful of AI interactions have gone so spectacularly wrong they’ve become infamous case studies in “what not to do.” Let’s revisit two classics that left...
by Steve Zisk | Oct 9, 2024
The evolving landscape of healthcare has placed great importance on data-driven strategies that prioritize and automate member-centric approaches. The use of high-quality data is crucial for enabling health plans to use artificial intelligence (AI) to improve member...
by Steve Zisk | Jul 26, 2024
According to the latest Gartner Technology Marketing Survey, 14 percent of martech leaders are already deploying generative AI (GenAI), and 63 percent plan to within the next two years. Those who have deployed GenAI have reported increases in productivity across...
