The Power of Real Customer Conversations

Lessons straight from your customers' mouths. [CMSWire]() Editor's Note [AI is taking over — and I'm not talking about Skynet folks. We've got these massive language models like GPT-3 and GPT-4 that are so advanced they can almost generate better punchlines than me... almost. So, if you call customer service and find yourself talking to a robot that sounds suspiciously like your Aunt Jenny, don't be alarmed. It's just the future knocking at your door.]( article]( — Rich Hein, CMSWire editor-in-chief Got any thoughts on this topic? [Hit me up]() Top Articles of the Week [AWS Unveils Latest Tools for Developing With Generative AI]() [AWS Unveils Latest Tools for Developing With Generative AI]() Amazon enters the generative AI race as AWS launches Amazon Bedrock and other new tools for building with generative AI. [Twitter]() [Linkedin]() [Facebook]() [Emerging Technology & Responsible Marketing as a CX Strategy]() [Emerging Technology & Responsible Marketing as a CX Strategy]() How can our use of generative AI and other emerging tech affect our customer experience strategy? [Twitter]() [Linkedin]() [Facebook]() [ AI Enhances Customer Support, but Watch out for These Common Pitfalls]() [AI Enhances Customer Support, but Watch out for These Common Pitfalls]() AI can do a lot to improve customer service, such as handle high volumes of calls or requests for help, but be aware of the risks if not used properly. [Twitter]() [Linkedin]() [Facebook]() [What the Heck Is Happening at Uber?]() [What the Heck Is Happening at Uber?]() A bizarre profile, stock underperformance and big executive pay packages stand out as the ride-hailing company tries to find a way forward. [Twitter]() [Linkedin]() [Facebook]() [Customer Churn: Spotting Warning Signs to Win Customers Back]() [Customer Churn: Spotting Warning Signs to Win Customers Back]() Customer loyalty isn't earned the same way it was 20 or even just three years ago. Competition over consumers' discretionary income remains hot. [Twitter]() [Linkedin]() [Facebook]() [Ban Long Hold Messages to Avoid Customer Rage]() [Ban Long Hold Messages to Avoid Customer Rage]() 43% of consumers said they had raised their voice to a service person and over a quarter felt cursing was OK, at least in some circumstances. [Twitter]() [Linkedin]() [Facebook]() [AI in Ecommerce: True One-on-One Personalization Is Coming]() [AI in Ecommerce: True One-on-One Personalization Is Coming]() AI minimizes transaction friction, optimizes supply chains & boosts sales; personalization previously was always just out of reach. No more. [Twitter]() [Linkedin]() [Facebook]() [5 Essential Skills for Today's Chief Data Officers]() [5 Essential Skills for Today's Chief Data Officers]() The CDO must orchestrate harmonious data initiatives and ensure alignment with organizational goals, among many other tasks. [Twitter]() [Linkedin]() [Facebook]() [View all recent articles]() Featured Research [The Bigger Picture for AI]( [Chat vs. Voice: The Ultimate Guide]( [The Bigger Picture for AI]( [10 Ways to Get More From Text Analytics}]( [10 Ways to Get More From Text Analytics]( [The Contact Center QA “X Factor”]( [Chat vs. Voice: The Ultimate Guide]( [The Contact Center QA “X Factor”]( Featured Sponsored Article [Making the Business Case for Customer Journey Orchestration Platforms]( Here’s how to effectively improve your customer experience through customer journey orchestration, without completely replacing your existing tech. [Read Now]( [Making the Business Case for Customer Journey Orchestration Platforms]( Here’s how to effectively improve your customer experience through customer journey orchestration, without completely replacing your existing tech. Upcoming Events APR 25 [Human Intelligence: The Key to Harnessing Generative AI]( Online Event MAY 3 [Outsmart Adversity: Ramp-up Your Content Marketing ROI During Uncertain Times]( Online Event APR 25 [Human Intelligence: The Key to Harnessing Generative AI]( Online Event APR 26 [Future-proofing Your Marketing Through Better Customer Understanding]( Online Event APR 26 [Future-proofing Your Marketing Through Better Customer Understanding]( Online Event MAY 4 [The State of Merchandising]( Online Event MAY 3 [Outsmart Adversity: Ramp-up Your Content Marketing ROI During Uncertain Times]( Online Event MAY 4 [The State of Merchandising]( Online Event [Featured Contributor]( Featured Contributor [John A. Goodman]( Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on customer experience, employee experience, and digital transformation initiatives, both before and after selling his award-winning digital experience agency in 2017. [More]( RECENT ARTICLES [Ban Long Hold Messages to Avoid Customer Rage]( Learn more about [becoming a CMSWire contributor]() Featured Contributor John A. Goodman Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on customer experience, employee experience, and digital transformation initiatives, both before and after selling his award-winning digital experience agency in 2017. [More]( RECENT ARTICLES - [Ban Long Hold Messages to Avoid Customer Rage]( - - Interested in contributing? Read our [submissions guidelines](#) What We’re Reading [Read the internal memo Alphabet sent in merging A.I.-focused groups DeepMind and Google Brain]( [Inside the secret list of websites that make AI like ChatGPT sound smart]( [Elon Musk says he will launch rival to Microsoft-backed ChatGPT]( [Reddit founder wants to charge Big Tech for scraped data used to train AIs: report]( Featured Report [Sprinklr Recognized as a Leader in the 2023 Gartner Magic Quadrant for Content Marketing Platforms, for the Fourth Year in a Row]( Download the full report to read more about the evaluation criteria and see how Sprinklr was recognized! [Read Now]( [Sprinklr Recognized as a Leader in the 2023 Gartner Magic Quadrant for Content Marketing Platforms, for the Fourth Year in a Row]( Download the full report to read more about the evaluation criteria and see how Sprinklr was recognized! Quote of the Week [You can’t really reason with a troll like Elon Musk. We have to start thinking very seriously whether news organizations even need to use Twitter any more with all of these antics.]( Taylor Owen, founding director and professor at McGill University’s Centre for Media, Technology and Democracy in Montreal [Twitter]() [LinkedIn]() [Facebook]() © Simpler Media Group, Inc. 600 California St., 11th floor, San Francisco, CA 94108 USA [Visit CMSWire]() | [Visit CMSWire Connect]() | [Email Preferences]() | [Unsubscribe]()