AI

In this interview, CX Today’s Deputy Editor, Rhys Fisher, talks with Giuseppe Careri, Chief Technology Officer of XCALLY, who brings 14 years of hands-on software development experience, starting from what he describes as “writing the first…

Efficient management of a contact center is critical to ensuring high-quality customer service. INGO, a Benefit Company part of the same holding company as XCALLY, Technesy Spa, chose to implement the omnichannel contact management platform to…

In an increasingly competitive market, where the customer journey has become the main differentiator among brands, implementing an effective quality monitoring system is no longer an option, but a strategic necessity for any company that wants…

It used to be referred to as customer service, call centers, switchboards. Today, it is no longer just about responding to inquiries or solving critical issues: a high-quality customer service can make the difference between a…

As consumer expectations increase and the market becomes increasingly competitive, companies must find innovative ways to meet their customers' demands.AI not only allows for automated operations, but also offers the ability to personalize the customer experience,…

In today's environment, companies can no longer afford to make decisions based solely on hunches or past experiences. Data-driven decision making (DDDM) represents a strategic approach that uses data as the foundation for business decisions. This…