Topic: CX Technology

Key Takeaways 95% of AI pilots fail to deliver measurable ROI. The technology is rarely the problem. Organizational readiness almost always is. Data quality is the #1 blocker. Most companies underestimate how bad their data actually is until they’re mid-pilot. Six pillars determine real AI readiness: strategy, data, technology, process, governance, and culture. Strong on […]

Last month, I had the opportunity to moderate a webinar alongside two executive leaders I’ve admired for some time. Charles Coaxum is SVP of Customer Support at Automax, formerly of Cisco, Centrify, and Demandbase. In his spare time while living in Las Vegas, Charles rides bikes and works on classic cars in his spare time. […]

Besides “Why Is Envoy the Best Systems Integrator?”, the question I’m asked most often these days is what generative AI products I most recommend to Customer Experience and Customer Service & Support teams. In this month’s blog, I thought I’d answer that question in a place with a URL, so I can easily share the […]

“Our CSAT scores were above industry average two years ago, and they’ve gone up 8 to 10% since working with Envoy.” — Head of Digital Experiences    Today, I’m excited to share the customer story of an RV company Envoy has partnered with for multiple years. A leading innovator in the RV industry, this company […]

Envoy helps global industry titans transform CX from an enterprise cost center into a major, global advantage – in a way no one else can.  This blog shares how Envoy does it.   Step #1: Reimagine dwindling resources and surging demands The load on CX’s shoulders is way heavier even though resources are way, way […]

I chatted with a Customer Experience executive recently about an important crossroads facing her company and her career. I’ll call her Shruti for the purposes of this piece. Shruti and her boss recognize their customer experience isn’t the market differentiator it can be. Said more directly, they desperately need CX to stop operating as a […]