
PTP
@PTPCX
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Global provider of customer experience #CX solutions & services. Vendor and software agnostic. Sharing #custexp insight, strategy and best #custserv practices.
Sacramento, CA
Joined August 2015
Rumors indicate Amazon is reportedly considering an additional investment in AI firm Anthropic, which would bring its total stake to over $8 billion
tomshardware.com
AWS is in prime position to power the AI revolution, rather than win it.
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AI agents will be far more common, even becoming the new, expected way retailers can understand and respond to customer needs
aibusiness.com
To harness the full potential of AI in CX, retail leaders must take a strategic approach
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AI provides advanced capabilities for predicting customer behavior, personalizing interactions, and proactively addressing potential issues, leading to higher customer satisfaction and reduced churn
forbes.com
AI has been transforming customer retention strategies, but is it the key to customer loyalty that is built on an emotional connection with the brand and those behind it?
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Artificial intelligence has been helping call center employees provide better answers to customers. Now AI agents are handling calls themselves, with high satisfaction rates and only occasional human conversations
forbes.com
AI agents are handling customer service calls themselves, with high satisfaction rates. Sales benefits may well dwarf cost savings—when done right.
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Evidence of American’s new emphasis on customer offerings manifested in February, when the airline created a standalone customer-experience organization
travelweekly.com
The airline has improved its product in 2025 with a slew of initiatives, but does American have the wherewithal long-term to match what Delta and United are doing?
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Pepsi is continuing to invest in its artificial intelligence roadmap, looking to implement AI agents within its customer support and business operations. Pepsi has expanded its partnership with Salesforce to deploy its digital labor platform Agentforce
consumergoods.com
This marks one of the first major food and beverage companies to implement these autonomous agents at scale.
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The Negative Review Response Generator is an AI-powered tool leveraging ChatGPT technology, specifically trained on automotive industry review responses. With this new tool, the company maintains that there is an immediate reduction in response time by 80%
trendhunter.com
negative Review Response - The Negative Review Response Generator, which was developed by Technician Find, represents a timely innovation addressing two critical challenges t...
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PayPal has become a popular target for scammers looking to earn a quick buck. The agency saw $16.6 billion stolen last year, up 33% from 2023. People over the age of 60 suffered the most losses, totaling nearly $5 billion
usatoday.com
A fake PayPal text led this couple to lose more than $80,000.
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AI solutions will only lead to improved customer experiences and loyalty if they are aware of the context of each customer interaction
cbs4indy.com
Why context and engagement matter LONDON, UNITED KINGDOM, June 30, 2025 /EINPresswire.com/ -- In an article published on Business Reporter, Customer Service ( CX ) AI platform Gladly explains why...
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In 2024 Forrester Research suggested that the customer experience quality in the US is now the worst it has ever been
cmswire.com
The quality of CX among US businesses has plummeted to its lowest point ever.
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Customer loyalty isn’t mysterious or accidental—it’s built on specific experiences that businesses can intentionally create. When customers find value in their interactions with a company, they’re more likely to return
selfemployed.com
What makes customers return to businesses they love? This question has fascinated me throughout my career in customer service. Recently, my team and I surveyed over 1,000 customers to uncover exactly...
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AI Does 30-50% of Work at Salesforce – A ‘Digital Labor Revolution’ Salesforce has already eliminated more than 1,000 roles this year.
eweek.com
Salesforce announces 30% to 50% of work is now being done by AI following significant layoffs.
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If AI implementation immediately enhances the customer experience—by providing faster responses, 24/7 availability, or more accurate information—then it’s likely a good application. Your customers shouldn’t have to wait for the benefits
selfemployed.com
Artificial Intelligence is everywhere these days, and I’m constantly asked whether organizations should implement it in their customer service operations. While AI offers tremendous potential, not...
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Here are five best practices that can transform a loyalty program into a powerful tool for sustainable brand success
retailtouchpoints.com
In the ultra-competitive market for consumer packaged goods (CPG), brand loyalty programs play a crucial role in differentiating your brand from the rest.
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To understand how Al will reshape the future of work, there are few better places to start than India’s $280.billion business process outsourcing sector
washingtonpost.com
To understand how AI will reshape the future of work, there are few better places to start than India’s $280 billion business process outsourcing sector.
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AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things
entrepreneur.com
AI is revolutionizing customer service, offering speed, personalization and efficiency. But to avoid frustrating users, you must ensure the following things.
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When companies look outside their industry to learn how to create the best customer experience, they are moving from a goal of being best-in-class to achieving world-class status
forbes.com
American Airlines recently announced the formation of its Customer Experience Advisory Board, led by AA’s chief customer officer, Heather Garboden. CX is now in the C-suite.
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