Browsing: Engagement

Customers who use Olive, Williams Sonoma’s AI agent, convert at three times a higher rate than those who do not.

The Cost of Not Living: How financial pressure is eroding employee engagement, productivity, and ret | Human Resources Director

For years, financial institutions have talked about delivering more personalized experiences. But personalization is evolving beyond simply putting a customer’s name in a message or recommending a product based on broad demographic segments. In the last few years, banks and fintechs have been using behavioral and transactional data, AI, incentives, and contextual insights to understand…

The contact center’s unit of value is changing. For years, the dominant metric was deflection — how many interactions could be kept away from a live agent. That framing is showing its limits. A deflected contact that isn’t actually resolved just moves cost somewhere else: a callback, a repeat interaction, a churned customer. The more…