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Re: Client Satisfaction Survey - A purpose built tool?
Some CX-specific survey tools include Qualtrics, Nice Satmetrix, and CustomerGauge. A lot of companies use more general purpose survey platforms in support, like SurveyMonkey, Alchemer, and SurveyGiz…1 -
Re: Learnings based on AI / ML
My 2 cents from the technology standpoint: What you are describing is supposedly at the heart of the new Learning Experience Platforms (LXP), though this remains an emerging technology area. Our part…3 -
Re: Robot Process Automation
I haven't included RPA in my tech stack surveys yet, so don't have a list of top installed solutions by B2B companies. But am definitely adding that this year, so will have some guidance later on. Th…5 -
Re: Intelligent Case Routing - What solution are you using?
I had a call with one of the companies participating in an upcoming webinar yesterday, and they are using SupportLogic to do some very interesting automated AI case assignments based on skills and ev…2 -
TSIA Blog: Evolving from a “Do No Harm” company to an “Anti-Racist” company
Yesterday we published a blog with the results from our very first survey on DEI, as part of our Rapid Research Response (R3) polls. Here's a link: https://www.tsia.com/blog/evolving-from-a-do-no-har…2