Table of Contents, July 2023

FEATURE ARTICLE
The Need to Make the Best Customer Connections
By Brendan Read
How contact centers can productively respond in the face of higher CX expectations.

SPONSOR SPOTLIGHT
Upland Software
By Linda Harden
An executive interview with Denis Francoeur, Upland Software.

SELF-SERVICE
The Power of Self-Service
By Mark Pereira
Transactional inquiries made easier for customers and companies.

IDIOM INSIGHTS
The Here and Now … A Most Opportune Moment
By Kathleen M. Peterson
Where the customer “interaction” or “experience” takes place.

VOICE OF CUSTOMER
Why Conversational Design is Essential
By Rebecca Jones
How Conversational Design enhances the CX.

CUSTOMER LOYALTY
Opportunities for Contact Centers
By Fabrice Martin
Focus on empathy, wellbeing, unstructured feedback, and balance.

INTELLIGENT AUTOMATION
How Best to Support the Customer Experience
By Colin Redbond
Intelligent automation can successfully support CX-focused business strategies.

CHATGPT-4
Looking (ChatGPT) 4-Ward
By Eric Carrasquilla
How ChatGPT-4 changes the customer conversation.

GENERATIVE AI
Deploying Generative AI Just Right
By Yochai Konig
How to strike a balance between innovation and inevitable issues.

CONVERSATIONAL AI
The Human-Touched CX Magic of Conversational AI
By Joe Havlik
How AI humanizes and personalizes chatbots and makes them mainstream.

LARGE LANGUAGE MODELS
What to Know About Large Language Models
By Bill Schwaab
How to leverage LLMs in the contact center.