AI: Not the Driver, but the Enhancer of Customer Experience Transformation

Welcome to the inaugural edition of the Brief Trends. This newsletter will primarily focus on the application of new technologies such as AI and automation in the realm of marketing, customer experience, and business operations.

Special attention will be paid to emerging trends in AI-powered CX SaaS products, services, and practices.

pega

1. Customer experience transformation not hindered by technology.

#CustomerExperience #BusinessTransformation #Pegaworld

• Brief: Pegaworld iNspire 2023 highlighted the autonomous enterprise concept, generative AI developments, process mining, and the challenge of business transformation, not technology, in improving customer experience.
• Why It Matters: The event underscores the importance of understanding and aligning business transformation efforts with technology to drive desired outcomes, emphasizing that technology is not the bottleneck in customer experience transformation.
• Key Detail: Pega introduced the concept of the autonomous enterprise, a business that applies AI and automation across the organization to drive efficiency and better customer outcomes. They also showcased their generative AI-powered applications, ‘boosters’, and the launch of Process Mining, enabled by the acquisition of Everflow. Forbes

mixpanel

2. Mixpanel’s new AI-supported data query tool.

#Mixpanel #GenerativeAI #Analytics

• Brief: Mixpanel has introduced a generative AI-supported data query tool that allows users to ask customer data-related questions and receive answers in the form of charts.
• Why It Matters: This tool humanizes the interaction between users and data, making analytics accessible to a wider range of professionals and enabling more precise and nuanced insights into customer behavior.
• Key Detail: The tool, which is integrated with GPT-3.5-turbo, allows users to ask specific questions like “What campaign contributed most to revenue?” and receive visual, data-based answers. This is a significant upgrade from the previous format where users had to select from a list of categories to see related data. Techtarget & Mixpanel

3. Twilio and Frame AI collaborate to enhance contact center experience

#Twilio #FrameAI #CustomerExperience

• Brief: Twilio and Frame AI have partnered to leverage AI for improved customer experiences via Twilio Flex, providing key insights and recommendations for optimizing contact center operations.
• Why It Matters: This partnership is a significant step towards transforming contact center experiences, enabling businesses to better understand customer needs and deliver deeper value through AI-powered insights.
• Key Detail: Frame AI will empower Flex customers with Natural Language Processing (NLP) and Natural Language Understanding (NLU), enabling them to analyze customer intent, build and monitor reports, and make critical decisions. The platform can also apply generative AI to summarize cases and share recommendations. Small Business Trends