The US Customer Experience Decision-Makers' Guide
Introducing the Inner Circle Guides by Contact Babel, a comprehensive series of analyst reports delving into crucial customer contact solutions. These guides are meticulously crafted to provide an in-depth and conclusive understanding of the implementation and utilization of various technologies. They offer an insightful evaluation of vendors and products in the market, coupled with a forward-looking perspective on what the future holds.In the spotlight is the "US Customer Experience Decision-Makers' Guide (2023-24 – 6th edition)," a pivotal annual report dissecting the CX strategy, performance, operations, and technology landscape of organizations in the United States. This report is the result of extensive research, where 187 senior CX and customer contact professionals participated in a detailed structured questionnaire between June and August 2023. Their responses form the backbone of this authoritative study, providing valuable insights into the industry's pulse.In this paper, you’ll learn:
- How important is customer experience to organizations?
- Effect of technology on the customer experience
- The onmichannel customer experience
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Introducing Cresta CLI
Cresta CLI is a command-line interface for the Cresta platform. Developers and the coding agents they work with can read an AI agent's full configuration, query real production conversations, traces, and feedback, script those results into the tools their team already uses, and run tests and deploys inside their own CI/CD pipeline.
Meet Cresta: The Unified Platform for Human + AI Agents
See how leading brands are transforming customer experience and driving greater efficiency with Cresta, the unified platform for human and AI agents.
How Sunbit scaled VIP-level service to millions of customers with Cresta AI
Sunbit's contact center was growing faster than their IVR could handle. By replacing their tree-based phone system with Cresta's AI voice agent and layering in real-time agent assist and 100% QA coverage, Sunbit contained 50% of interactions autonomously, cut routing time from 90 seconds to five, and drove average handle times down 10% — while customer satisfaction went up.