Dave Bukovinsky

Does it seem like generic AI doesn't understand your business? Matthew Pincoski from Ent Credit Union explains why role-based agents in Creatio CRM are crucial to delivering a personalized and streamlined customer experience. #CreatioAI #AIAgents #AICRM #FinServCRM

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Great CX starts behind the scenes! As customer expectations climb and service challenges grow, fast, empathetic, and intelligent support has become a business imperative. Chief Digital & Technology Officer Harry F. spoke with CRM Magazine about how Contact Center Intelligence (CCI) is evolving—leveraging AI, automation, and contextual insights to equip agents in the moments that matter most. The most forward-thinking brands see CCI not just as a tech upgrade, but as a strategy to empower their teams, fuel continuous learning, and deliver standout experiences at scale. Read more here: https://bit.ly/3Hqhzb6

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Only 13% of customers were satisfied with IVR-based support experiences in 2020. In the same survey, 83% said IVRs "provide either no value or only a very negative experience." Oof. But change is coming. Forrester predicted that 2024 would be the year the global average for customer experience scores improves for the first time in three years. A major driver? Voice AI. Across industries, companies are replacing outdated IVR systems with intelligent, conversational Voice AI that either assists human agents or operates as fully autonomous AI agents. The future isn't just about faster resolutions; it's about better experiences. And 2025 is shaping up to be the year when you actually want to call customer support, because you'll trust the voice on the other end to get it right. At Deepgram, we're building the Voice AI platform to make that future a reality. Here's to the next trillion words and truly excellent voice-based experiences.

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Early engagement leads to elevated results. The key to flawless live event A/V isn't necessarily cutting-edge tech. As Director of Customer Experience Mary Dichard knows, strong relationships and intentional planning can make all the difference when bringing your event to life. Read more: https://bit.ly/45jLPxE

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Ditch the flashy AI pilots. CMSWire Contributor John Samuel shares a 6-step board-ready roadmap to turn AI hype into real CX value with speed trust and impact. https://lnkd.in/dxUWUMew #CX #AIstrategy #Leadership | CGS (Computer Generated Solutions)

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The typical customer journey is filled with frustrating experiences — endless IVR loops, disconnected calls, and chatbots that offer little beyond basic FAQ responses. In this episode of Nex by Nurix, Vivek R., explores why traditional customer support systems fall short and how advanced AI can transform both support and sales functions. Vivek breaks down: 1. Context-Aware Dialog Management 2. Intelligent Handling of Interruptions 3. Adaptive Response Timing By analyzing not just user input but also conversational tone, timing, and intent, AI systems can now enable natural, fluid interactions that feel less like automated workflows and more like genuine conversations. 👉 Step into the future of enterprise customer support: https://lnkd.in/gB7A_jkK

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Artificial intelligence in contact centers has emerged as a pivotal innovation, offering a way to revolutionize how utility providers manage customer interactions and communications during crises. Check out this article in Factor This by Chris Adomaitis, Director of Solutions Consulting at Omilia which discusses AI’s role in transforming customer engagement for utilities. #ConversationalAI #CustomerServiceAutomation #Utilities

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