Smart Customer Service White Papers

[Aberdeen] Crafting a Back Office of the Future


Three ways to modernize your back office

Let this sink in: one out of five customer complaints handled by the contact center are related to back office issues. That means if back office employees don’t have the tools they need, CX can suffer. Read Aberdeen’s survey report “Crafting a Back Office of the Future” to bring successful front office strategies to where you need it now.

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Customer-Led. AI-Enhanced. The New Digital Self-Service Landscape


Customer-led. AI-enhanced. The New Digital Self-Service Landscape

As businesses continue to adapt to the evolving digital era, the integration of AI technologies such as Enlighten Autopilot will play a critical role in driving customer satisfaction, loyalty, and long-term success. Our new eBook delves into this new customer-led approach and leveraging the transformative power of AI, businesses position themselves well for

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Turn CX Data into a Strategic Asset with AI


Get a 3X greater YOY improvement in CSAT with AI-driven insights.
Over the past few years, businesses of all sizes and across various industries have ramped up their investment in AI technology. This surge in AI and cloud technology adoption is driven by the recognition that organizations sit on a treasure trove of data just waiting to be harnessed to meet their goals.
This new eBook, “Turn CX Data into a Strategic Asset with AI,” explores how AI-driven insights allow companies to deliver personalized and efficient customer experiences, setting them apart in an increasingly competitive market.
Get key CX AI insights, including how to:

  • Optimize outcomes with AI models infused across the entire contact center platform
  • Improve CSAT with AI-driven routing, real-time guidance, and AI-enabled analytics
  • Use AI to increase agent efficiency by providing context, simplifying tools, and automating tasks
  • Leverage AI models trained on vast datasets to increase accuracy and reliability of customer insights

Turn your CX data into results with purpose-built AI.

2024 International Happiness Index


The results are in—AI plus the human touch drive customer happiness

What makes us happy? Extraordinary experiences. It’s true for customer interactions, too. Incredible interactions satisfy immediate needs for customers but also nurture trust and loyalty with the brand. But, even small moments of human connection make customers happy—97% of people feel happy after receiving an act of friendly service, big or small.

AI helps businesses create seamless, personalized CX that drives customer happiness and advocacy. With purpose-built AI, companies don’t have to choose between cold efficiency and warm human connection.

Explore the NICE International Happiness Index 2024 report to see how AI plus the human touch drive happiness in CX. See data that shows that everyday interactions with brands affects customer well-being to a surprising extent.

Key findings:

  • Acts of simple service create big opportunities to drive happiness
  • Most consumers are just as happy when receiving friendly interactions as they are freebies or discounts
  • 9 out of 10 consumers are willing to pay more for a customer experience that leaves them feeling happier
  • AI improves customer experiences for all generations by resolving issues faster

Make your customers happy with CX AI.

[Omdia Report] Putting CX AI Into Action: A Practical Guide


AI is the gold standard—here’s how to make it work for you

In today’s fast-paced climate, where customer experience (CX) shapes business success, smart investments can make all the difference for your contact center. Lackluster CX can send customers quickly running to competitors and informing friends and family of their poor experience.

CX professionals who want to succeed must explore sophisticated tools and solutions to amplify the services they provide. AI purpose-built for CX presents immense possibilities for transforming contact centers into well-oiled intelligence hubs that predict customer needs and proactively offer solutions.

This guide covers groundbreaking insights into:

  • Where to start in deploying your CX AI strategy for optimal effectiveness
  • Which AI-powered capabilities to prioritize to suit your brand’s needs
  • What generative AI can amplify your CX
  • Best practices for implementing AI in CX initiatives

Put AI into action to capture lasting customer loyalty