From summarising cases behind the scenes and assisting agents on the fly to directly interfacing with customers, the use cases for generative AI in customer service are numerous, and many businesses are either experimenting with or have already deployed GenAI in this way.
But which ones are seeing tangible results? We examine three companies who have successfully applied GenAI in customer service - looking at how they're benefiting and what lessons we can learn from their experience.
The many LinkedIn posts about SEO’s death have been greatly exaggerated. That was one of the key takeaways from day one of Brighton SEO’s annual gathering of search experts.
The conclusion was not that any one factor (say, GenAI, or TikTok) has single-handedly ‘upended’ search as we know it. Rather, the reality of what it means to optimise for search now is much more nuanced – and interesting – than that. Here’s why, and how to go about it.
Customer experience touches all parts of the organisation, but who in the business should take ownership? And what does it mean to be a ‘customer-centric’ organisation? This practical guide breaks down the concept of customer centricity and how to implement it through horizontal collaboration.
Focused on the latest innovations within digital technologies, marketing and ecommerce, Digital Shift delivers actionable insights on trends that will be significant in the short- to mid-term, and can be used to generate new ideas, improve business performance and stay ahead of the competition.
