Although AI--generative, agentic and everything in between--is viewed as a tool that can improve customer experience there is the risk that enterprises may rely too much on the technologies.
For Michael Storey, Chief Experience Officer at RentSpree, customer experience (CX) is intertwined with processes that can be simplified, a bevy of user experience metrics and teams across the company that realize strong CX equates to strong business results.
Five9 is betting that the contextual data layer above AI models will be just as critical to enterprises, and potentially be the difference in return on investment.
Walmart continues to bet on leveraging AI, optimizing its supply chain and developing a host of related businesses that'll grow operating profits.
Freshworks is planning to expand by courting enterprises fed up with their SaaS providers and layering in AI in its platform. Freshworks is also looking to land ServiceNow defectors.
Starbucks is leaning in on process improvement for mobile orders, optimization and technology to get wait times down to 4 minutes in most of its cafes, said CEO Brian Niccol.
Walmart's ongoing bets in technology, AI, automation and omnichannel customer experiences are paying off as the retailer lands more share among higher-income shoppers.
ServiceNow launched a series of AI governance features across its Now Platform, generative AI contract management tools and an expanded Five9 partnership.
Adobe launched its Firefly Video Model in beta, added Adobe GenStudio for Performance Marketing and layered generative AI features throughout its suite of products.
Verint said it expanded its analytics suite for contact centers as it launched a series of bots designed to automate customer experience.
Adobe reported better than expected third quarter earnings as its primary segments delivered double-digit growth from a year ago. However, the fourth quarter outlook was lower than expected.
Constellation Research analyst Liz Miller recently caught up with Scotts Miracle-Gro leaders Hailey Schraer, lead user experience researcher at Scotts Miracle-Gro, and Jess Bailey, senior manager of digital experience at Scotts Miracle-Gro, to talk customer experience (CX). I followed up with a look at how those Scotts Miracle-Gro efforts align to the broader corporate strategy laid out by CEO Jim Hagedorn.
