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About 20-30% contact center agents will be replaced by GenAI in CX by 2026. Be proactive to lead customer experience services, per Jerry Briggs, ApexCX.
ApexCX
Nov 20 3 mins, 35 secs read

GenAI in CX – Trend and Proaction

GenAI in CX can lead to 20-30% reduction of contact center jobs by 2026. It's best to be proactive than reactive to GenA...

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AI EX - AI employee experience - precedes AI CX - AI customer experience, and both are for the purpose of brand experience, per Jerry Briggs, ApexCX.
ApexCX
Oct 17 4 mins, 20 secs read

How AI Employee Experience (AI EX) Impacts Customer Experience (AI CX) and Brand Experience

AI EX (exployee experience) paves the way for AI CX (customer experience), and both lead to brand experience of a produc...

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Consumer Psychology and AI provide why customers behave and make decisions, for Personalized Customer Experience by Contact Centers (pt 1 of 2) by ApexCX.
ApexCX
Aug 16 5 mins, 0 secs read

Consumer Psychology, AI, and Personalized Customer Experience by Contact Centers (pt 1 of 2)

Consumer psychology, as a quantitative tool, combined with qualitative AI data can help us understand customer behaviors...

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ApexCX discusses design and implementation of AI customer experience (AI CX), and prediction of the future of AI in customer experience support services.
ApexCX
Jul 23 7 mins, 36 secs read

AI CX – Transform Contact Center and Customer Experience (Pt. 2 of 2)

Pt 2: Design and implementation of AI customer experience - AI CX, prediction of the future of AI in CX support services...

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CX AI adoption assessment, design, implementation are the new specialties of ApexCX, a leader in customer experience support services and contact centers.
ApexCX
Jun 18 5 mins, 32 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,...

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Active listening skills improves contact center internal ESAT (employee satisfaction) and external CSAT (customer satisfaction), per ApexCX CEO Jerry Briggs.
ApexCX
May 18 4 mins, 26 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...

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Conversation intelligence between contact center agents and customers leads to AI model development and customer experience, per ApexCX CEO Jerry Briggs.
ApexCX
Apr 15 4 mins, 22 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...

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AI voice and IVR has the potential to take customer experience to a higher level of customization and personalization, says Jerry Briggs, ApexCX, leader in CX.
ApexCX
Mar 15 5 mins, 18 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...

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