CX Spotlight by Fifth Quadrant

Should we be making chatbots that will pass the Turing Test?

You are probably familiar with the Turing Test, but in case you aren't, here is a quick refresher. Developed by Alan Turing in 1950, the goal of the Test is to see if an artificial intelligence (AI) can successfully trick a human into believing that it too is human. The test is typically administered by having judges who communicate via text message with a mix of human and AI participants and then try to correctly identify the AIs among them.

Topics: CX Articles & Insights Chatbot multi channel Customer experience

3 CX Solutions You Should Start Thinking About Today

Fifth Quadrant’s research has showed that companies with mature customer experience (CX) strategies perform nearly 20 percent better than other businesses in a variety of key metrics including employee engagement and revenue generation. Regardless of the increasing evidence of how great customer experience directly impacts the bottom line, we still see a number of businesses failing to strategically prioritise customer experience and impress their target demographic. Organisations that do prioritise CX recognise that improving CX through better products and operational efficiency will drive customer retention and business growth, and alleviate competitive pressures.

Topics: omni-channel CX Customer experience multi channel CX Articles & Insights

Improved Mobile Design Eliminates CX Challenges

Mobile usage is something that’s become a major part of our day-to-day lives. Our smartphones help us achieve a wide range of tasks. Whether it’s buying something via an ecommerce app, researching some critical information, or sharing status updates with friends and colleagues - we need and want our phones to be as responsive as possible.

Topics: CX multi channel mobile CX Articles & Insights

10 Tips For Omni-Channel Success

The Digital Age Is Causing Customer Defection.

  • Is your Omni-channel experience aligned to customer needs and preferences?
  • What are the drivers for developing an integrated channel strategy and how do you measure success?
  • What are the key principles to guide your channel strategy and ensure commercial and customer experience success?
Topics: CX multi channel Customer experience CX Articles & Insights

Multichannel Versus Omni-Channel

What’s the difference and where should you begin.

Customer demands and expectations as well as advances in technology are driving significant change in the way organisations and customers interact. Customers are demanding experiences that deliver greater convenience, simplicity, transparency, consistency and a high level of personalisation.

Topics: CX Customer experience omni-channel multi channel CX Articles & Insights

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