While artificial intelligence is now a cornerstone of modern marketing automation, its evolution is often stifled by a fundamental limitation: the systems can execute commands with precision but seldom grasp the nuanced context behind customer interactions, leading to repetitive and uninspired
In a world where customer expectations are higher than ever, businesses are increasingly turning to AI to streamline their support operations. But beyond handling tickets, a new frontier is emerging: using AI to train the very agents it was once predicted to replace. We sat down with Zainab
The digital checkout process, once seen as the final step in a customer's journey, has increasingly become a temporary stop before products begin their reverse trek back to the warehouse, presenting a complex challenge for the modern retailer. This growing wave of returns is complicating an
The familiar rhythm of a bustling call center floor, once the defining sound of the Philippine BPO industry, is steadily being replaced by the quiet hum of servers processing millions of automated customer interactions. This technological undercurrent is not merely an upgrade but a force reshaping
The seamless digital experience that customers now expect is often an illusion, meticulously crafted from a complex and fragile network of third-party services that operate entirely behind the scenes. In this interconnected landscape, a company's responsibility for the customer experience (CX)
Many organizations today find themselves trapped in a paradoxical cycle of soliciting vast amounts of feedback while failing to translate any of it into meaningful change, leading to a slow erosion of trust and a decline in participation. They meticulously deploy employee surveys, capture customer
