ApexCX
Jun 18 5 mins, 30 secs read

Using CX AI to Transform Contact Center and Customer Experience (Pt. 1 of 2)

Assessment for adopting human-centered CX AI for customer-driven opportunities includes data, foundational capabilities,...

ApexCX
May 18 4 mins, 24 secs read

Active Listening Skills for Leaders and Contact Center Agents

Active listening skills can improve contact center leadership internal communication with employees and external custome...

ApexCX
Apr 15 4 mins, 20 secs read

Develop Human to Human Conversation Intelligence to Improve Customer Experience

Improving human-to-human conversation intelligence between contact center agents and customers will improve customer exp...

ApexCX
Mar 15 5 mins, 17 secs read

Evolving IVR and AI Voice Assistance to Prioritize Customer Experience

IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...

ApexCX
Feb 10 6 mins, 8 secs read

CCaaS, AI, and the Next Level of Customer Experience for Contact Centers

CcaaS (contact center as a service), combined with GenAI (generative AI), should be developed in lockstep with a higher ...

ApexCX
Jan 18 5 mins, 53 secs read

Relationship Intelligence in Both Human-to-Human Customer Experience and AI Machine Learning

Relationship intelligence applies to both human-to-human interactions and AI tools for relationship machine learning, to...

ApexCX
Dec 05 7 mins, 35 secs read

Customer Experience Touchpoints with AI and Human Touch

As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...

ApexCX
Nov 27 3 mins, 31 secs read

The Evolution of Conversational AI in the Contact Center Industry

As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...