Making Contact | June 2024

Hi, there! ?? Thanks for checking out Laivly’s newsletter, Making Contact.

Each month, we share with you:

1. Fresh insight from our own industry experts
2. A few news stories that caught our attention
3. A quick roundup of what’s happening at Laivly

Stay in our orbit by clicking subscribe!

Constellation Starter ?

“What new experiences can your brand create that are only possible with technology?” Matt Bruno , Laivly’s Chief Revenue Officer, posed this question as a thought exercise during a recent discussion on creating a roadmap of AI and automation use cases for your organization. While most CX programs seek new technology to boost productivity, Matt contends there’s also value in looking beyond traditional—and more easily quantifiable—productivity metrics.

How could your brand center the holistic customer experience when planning for new tech tools? What experiences that aren’t possible in your contact center today would set you apart from your competitors??

Satellite News

?? Are you keeping up with the latest AI terminology? The folks at Stackademic curated a glossary of the top 20 AI buzzwords to help bring out your inner smartypants in tech conversations.

?? While many fast-food chains are experimenting with AI ordering systems, McDonald’s just announced they’re pulling their not-ready-for-dinnertime digital drive-thru tech. There’s no shame in pivoting when it comes to finding the right AI solution—that’s why Laivly encourages starting small and iterating!?

?? What happens when AI chatbots have ingested all the accessible human-written data? Some researchers think it might cause a bottleneck that slows performance gains. (One solution? Opt for a personalized LLM and let your agents custom-train Sidd for max results.)

Laivly Transmissions

?? Did you know Laivly has a YouTube channel? Queue up our series of videos on Sidd Spark, hosted by Laivly’s Social Engagement Manager, Chris Fantini , for an entertaining look at what Sidd can do!

?? You’re probably interested in AI and automation to improve your CX program’s ever-important productivity metrics. But what if, like Matt Bruno suggests at the start of this newsletter, you look beyond productivity? We go deeper in our latest blog.

?? Have you heard the smash hit from Sidd ft. Sabrina Labonte? Check it out. It slaps.

?? On June 26th at 12pm ET, Laivly’s Chief Revenue Officer, Matt Bruno, joins industry leaders from Intradiem , CollaborationRoom.ai , and host Queueless as they get deep about contact center tech. Register now because you won’t want to miss it!

Thanks for making contact with us! We'll see you again next month. ??