Trends in CX, from AI to Ecosystems

Welcome to this edition of CXMSpotlight, our monthly information-packed newsletter on what’s happening in CX as well as OvationCXM news and resources.

CEO Chip Kahn Addresses Ecosystem CX in Forbes Technology Council Article?

As more companies embrace partnerships to deliver new features and functionality better, faster, and more efficiently, it can instead lead to 1-800 pinball for customers who get bounced around between organizations, departments and platforms.

Our founder and CEO, Alfred (Chip) Kahn?shared his perspective with the Forbes Technology Council?on how companies can streamline customer experience inside complex ecosystems.

Generative AI is Coming to CXMEngine

AI is changing everything… including our CXMEngine!?

Case Summarization, fueled by AI, is coming to our platform this fall, and it will help support teams better service customers.?

This incredible tool uses AI to scan a customer case and output a concise summary of what’s happened so far. Support employees have the complete context of a customer’s interactions - in just a few seconds. Customers no longer need to repeat information. Teams don’t have to send emails or IMs to other departments or partners asking for updates while the customer waits.

AI does all the work equipping teams with the information they need.?

This is just the first of our Gen AI rollouts. There’s much more on the way! Including customer summaries of their interactions over time, AI-powered knowledge base searches (think ChatGPT on steroids!), customer sentiment features that empower more relevant team and virtual assistant responses and so much more!

And check our?Resource Center?for the latest blogs and videos and our?new AI Ebook.

Did you know??

You can orchestrate more ideal customer journeys that include multiple teams, organizations, and systems right from your desk, with no IT required.?

CXMEngine is our all-in-one platform that provides AI-infused tools to companies to build, manage, optimize and analyze even complex customer journeys easily, using AI automations, intelligent conversations and precise knowledge delivery.?

With our network of pre-built connectors to many legacy systems, our platform can be up and running in 60-90 days, with no change to your existing tech stack.?

Schedule a demo to see journey orchestration in action.

New! Videos, Blogs and Ebook

Here are a few of the newest articles and videos in our resource center. We add more frequently, so bookmark the page and check back often!

• [Video]?Introducing Journeys
• [Video]?An IT Perspective: Top CX Trends and Tools
• [Blog]?How Generative AI is Powering Profound Insights in CX
• [Blog]?Six Applications of Generative AI in CX
• [Ebook]?Unleash the Power of AI-Driven Journey Orchestration for Superior CX

Vaneet Grewal Speaking at ABA Marketing Conference?

Vaneet Grewal is a long-time financial services veteran who is our head of banks, FIs channel and resellers.

On Wednesday, September 27, he’ll be presenting research from our CXM Impact Report at the ABA Marketing conference. The session is titled: Customer Experience (CX): The Good, the Bad, the Frustrating: What Customer Experience Data Unveils

In this report, we asked 4,000 businesses about their customer experiences in onboarding and support.?Learn what they told us in the?CXM Impact Report.?

Will you be at Money 20/20 in Las Vegas??

Save the date to connect with the OvationCXM team! We’ll be in Las Vegas, October 22-25. If you are going to be there, let’s schedule time to meet. ???

Western States Acquirers Association Conference?

This is no trick… we’ll be treating ourselves to a stop at the WSAA Conference in Carlsbad, starting on Oct. 31 - Nov. 2. We look forward to seeing you. ??

For more CX management tools and tips as well as the latest on how AI is powering customer journeys, follow us. ??

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