ASAPP

We are thrilled to share that ASAPP has been named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024 report! 🌟 According to the report, ASAPP is “this market’s undisputed leader in AI-led innovation.” This recognition references: - High adoption rates among reference customers - All reference customers explicitly chose ASAPP as their preferred vendor based on the exceptional strength of its AI capabilities - “ASAPP is the right choice for large enterprises seeking a strong partner with a combination of market-leading AI and deep expertise in digital messaging operations” Download the report through the link in the comments to see how digital customer interaction solutions stack up and learn why we believe ASAPP is uniquely positioned to help you achieve remarkable results. #DigitalCustomerInteraction #AI #CustomerExperience #ForresterWave #ASAPP

Not all contact center automation is created equal. While many tools make it easier for agents to respond quickly, the real difference comes down to measuring impact—not just on usage rates, but on performance metrics like handle time and throughput. Here’s the thing: the greatest time savings aren’t where you might expect. Automating greetings and closings is straightforward but offers minimal impact. The biggest time-savers are in the middle of the conversation where complexity peaks. Supporting agents here can lead to meaningful boosts in efficiency. Heather Reed, Product Manager at ASAPP, shares how to develop AI models that actually improves agent performance in the contact center. Read the full post here: https://lnkd.in/eNxPTNau

The new year is here, bringing a pivotal moment for CX leaders to seize the opportunities ahead. Here’s how to set the stage for success in 2025: 1️⃣ Embrace generative AI to deliver personalization and efficiency at scale. 2️⃣ Redefine the role of human agents, empowering them to handle high-value tasks. 3️⃣ Shift from traditional metrics to more holistic measures holistic measures that align with the new workflows and possibilities created by AI. 4️⃣ Move beyond legacy tech and adopt solutions designed for dynamic, complex customer needs. 5️⃣ Focus on creating proactive, personalized experiences that set your brand apart. The year ahead is filled with potential—act now to align technology and human expertise to deliver exceptional CX and drive business success. Read on to learn what else 2025 will bring for AI in CX: https://lnkd.in/g9jVtUrH

🎆 2025 is here, and it’s time to embrace the future of customer experience. Generative AI is no longer optional—companies that take bold action today will lead the next era of CX innovation. But how can you prepare your contact center workforce for the rapid advancements in AI and automation? Find out by watching our latest webinar: https://lnkd.in/eVbJiD_M 📊 What you'll learn: ✅ How to balance CX and EX to meet the demands of 2025 and beyond. ✅ Proven strategies to adopt generative AI and gain a competitive edge. ✅ Practical ways to empower agents with the tools and training for next-gen customer service. Join Chris Arnold, ASAPP's VP of Contact Center Strategy, and Brooke Lynch, Divisional Director of Digital at Customer Management Practice, as they break down the latest research and share actionable insights to future-proof your contact center.

Looking for a fresh resource to take on AI for CX in the new year? Our monthly newsletter brings you: 🤖 Smart strategies for using AI in customer experience ✨ Insights from CX leaders pushing the boundaries of AI ✅ Practical tips you can apply in your contact center today Subscribe now and make 2025 the year of AI-powered CX transformation: https://lnkd.in/edvZCpDQ

As we wrap up 2024, we’re excited to share a collection of our most valuable AI for CX insights and resources from the year. These highlights are designed to help you reflect on key learnings and prepare for the opportunities ahead in 2025. From strategies that maximize automation ROI to expert advice on generative AI deployments, this roundup has everything you need to make informed, bold moves on genAI in the new year. Here's what you should check out: 🚀 A practical framework for generative AI in your contact center Discover how AI can act like your best agents and unlock transformative results. Get the guide: https://bit.ly/4fsMxud 📊 Identifying the ideal use cases for GenerativeAgent™ Simplify the path to success with our data-driven guide to high-impact interactions. Get the guide: https://bit.ly/41Nh0jp 💡 Maximize the returns on your CX automation investments Learn how to do more with less in the face of rising expectations and agent turnover. Get the guide: https://bit.ly/4fvfbej 🎙 Navigating generative AI for CX: insights with Forrester Explore the latest research and strategic steps to future-proof your CX. Watch the conversation: https://bit.ly/3ZTu7x0 ✨ Experience the launch of GenerativeAgent™ See how this groundbreaking launch addresses today’s biggest CX challenges. Watch the keynote: https://bit.ly/407dwHh 🔍 Generative AI for CX: separating fact from fiction Cut through the hype and uncover what’s real with Heather Reed. Watch the conversation: https://bit.ly/4fwLhpZ ✈️ JetBlue’s CX journey Learn how JetBlue’s agent-first approach is setting new standards in customer support. Learn about their CX journey: https://bit.ly/408DKcL It’s been an exciting year for AI and CX, and we can’t wait to see what’s ahead in 2025. Cheers to new opportunities and innovation!

Bold prediction: 2025 won’t just be another year of evolution in CX—it will be the year transformation finally happens. Every year, we hear the same predictions: "CX is on the verge of transformation." But most years bring incremental change, not revolution. 2025 feels different. Chris Arnold, VP of Contact Center Strategy at ASAPP, explains why the upcoming year will be pivotal for CX leaders: ☞ AI is moving beyond automating simple tasks to handling complex interactions, while empowering agents to focus on building customer relationships and strengthening brands. Here’s one insight you need to know: It’s not just about the technology—it’s about how we integrate AI with human expertise. Success in 2025 will require rethinking both tech and talent. Human agents will evolve into AI trainers, supervisors, and strategists—roles that are critical to creating real transformation. If you’re ready to move your contact center from a cost center to a value center, Chris’s latest blog has the blueprint for you. Read the full post for strategies to ensure your CX strategy thrives in the year ahead: https://lnkd.in/g9jVtUrH

**5 Questions to Ask Before Building Your Own AI for CX** Developing an AI solution for customer experience (CX) is a significant undertaking. Before deciding to build or buy, ask yourself: 1️⃣ Is building AI applications part of your business objectives? 2️⃣ What’s your timeline for deployment? 3️⃣ Do you have the expertise, resources, and infrastructure to scale and maintain it? 4️⃣ What ROI do you expect from your AI application? 5️⃣ How comfortable are you with the associated risks? Generative AI holds immense promise, but success depends on thoughtful planning and alignment with your objectives. 👉 Read the full blog to explore how these questions can guide your decision: https://lnkd.in/e_JQUr5e

🗣️ "The future of contact center agents is changing." We often talk about agents handling more complex and fulfilling work—but that shift brings new challenges. Customer Management Practice asked contact center leaders what skills are the most critical for agents to master, and their insights are clear: ✅ Navigating emotional conversations: As agents engage more deeply with customers, they need to handle emotionally charged interactions with empathy. ✅ Mastering multi-channel flexibility: Skills need to transfer seamlessly across voice, chat, and other channels. ✅ Leveraging advanced tools: Agents must become tech-savvy problem solvers, not just script-followers. ✅ Collecting and internalizing feedback: Spending more time with customers means translating insights into meaningful action. ✅ Problem-solving off-script: The agent role is no longer rigid. It’s dynamic, requiring quick thinking and adaptability. These aren’t just skills—they’re a mindset shift for the modern contact center workforce. Watch the full webinar replay to hear how leaders are preparing for this transformation with genAI: https://lnkd.in/dm_dSSie #CustomerExperience #ContactCenter #FutureOfWork #AgentExperience

Have we missed the practical side of empathy in CX? Empathy in customer experience is often seen as emotional—active listening, compassionate agents, and sentiment detection. But what about the practical side? The most empathetic CX interactions often: 💡 Solve the problem on the first try ⏳ Take up as little time as possible 🤝 Make the process easy and convenient Stefani Barbero explores how generative AI can bridge the gap between emotional and practical empathy, delivering service that’s efficient, effective, and always available. Read the full blog to rethink what empathy means in CX: https://lnkd.in/eGNBc4x6