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Beyond Deliverables: How AI and Customer Centric Strategies Are Redefining Professional Services

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In a world where CX is often sidelined in favour of “getting the job done,” how can professional services leaders bring client-centered excellence to every project? This article delves into eleven actionable strategies that leaders can implement to weave CX deeply into their service delivery approach.

AI 522
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Orchestrating the Switch from AI Agents to Human Interaction – When and Why It Matters in CX

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In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. However, despite advancements, AI encounters limitations that necessitate human intervention to ensure optimal customer satisfaction.

AI 381
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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

CX 522
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Designing Intelligent CX: A Practical Roadmap for Agentic AI Deployment

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In tr od uc ti on [link] Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers. This rise of agentic AI comes amid a broader AI boom. In 2023, generative AI (e.g., In 2023, generative AI (e.g.,

AI 247
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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. The growing dependence on certifications in CX education further complicates the situation. This highlights the need for a more dynamic, tool-based approach to CX education.

Education 471
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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 411
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Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable

eglobalis

Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.