June 1, 2026Key takeaways A guest calls at midnight asking to change their reservation. Another texts about parking while your front desk…- May 20, 2026Key takeaways There is a lot of noise in the market right now. If you lead CX for a major…
- April 16, 2026Key Takeaways Voice AI Agents or voicebot conversational AI is technology that enables natural, human-like phone interactions using speech recognition,…
- April 16, 2026Key Takeaways In this article, I'll walk you through exactly how conversational AI in retail is transforming the customer experience…
- April 14, 2026Key Takeaways Conversational AI in insurance is reshaping how carriers engage with policyholders — moving beyond hold music and business…
- March 23, 2026Key Takeaways The terms "generative AI" and "LLM" get tossed around interchangeably in boardrooms and vendor pitches, but they're not…
- October 30, 2024As author, speaker, and customer experience expert Dan Gingiss wrote in his book The Experience Maker, “Most companies must realize…
- April 12, 2024From chiseling words into stone to typing them directly on our screens, changes in technology can bring profound changes to…
- October 4, 2023Key Takeaways In late 2022, large language models (LLMs) exploded into public awareness almost overnight. But like most overnight sensations,…
- June 8, 2023Key Takeaways Artificial intelligence tools like ChatGPT are changing the way strategists are building their brands. But with the staggering…
- June 1, 2023It’s long been clear that advances in artificial intelligence change how businesses operate. Whether it’s extremely accurate machine translation, chatbots…
- May 18, 2023Key Takeaways From movie recommendations to AI agents as customer service reps, it seems like machine learning (ML) is everywhere.…
- April 17, 2023Think back to your school days. You come into class only to discover a timed writing assignment on the agenda.…
- March 16, 2023Movies may have twisted our expectations of artificial intelligence—either giving us extremely high expectations or making us think it’s ready…
- February 3, 2023Doing more with less is nothing new for the travel industry. It’s been tough out there for the last few…
