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Challenged with emotionally-charged customers and a fast-paced work environment, customer-facing representatives are far too often experiencing cognitive overload,…
Challenged with emotionally-charged customers and a fast-paced work environment, customer-facing representatives are far too often experiencing cognitive overload,…
As we approach the second anniversary of the COVID-19 pandemic, many employers are curious about the impact of…
We entered a new phase of work this past year, navigating the ins and outs of a long-term…
Recently, our team had the honor and privilege to host our esteemed Customer Advisory Board for a lively…
With the pandemic and transition to an Office Optional workspace, we’ve seen much of our workforce relocate throughout…
Today, Cogito released its AI Perception and Apprehension findings, designed to capture consumers’ understanding of artificial intelligence (AI),…
This is the second in a series of posts on customer experiences in the call center, catch up…
Active listening skills for call center agents are the foundation of their ability to reach first call resolution…
What is Conversational AI? It’s never been more important or challenging for businesses to communicate with customers demanding…
Over the last several years, AI has been seeping into nearly every industry, changing how humans and machines…
Customer-centric empathy and emotional intelligence have long been a foundation for building relationships and closing deals in sales.…
Artificial intelligence (AI) is advancing our daily lives in the ways we connect with others and freeing us…
The road ahead to a post-pandemic new normal may be uncharted territory, but its impact on digital interactions…
Last fall, Cogito announced our plans for a truly Office Optional workplace, one where Cogicians are empowered to…
Everyone is a customer to endless public and private entities. Finding out what consumers think, feel, and want…
We connected with Benito Maldari, a Client Services team member, to discuss why he chose Cogito. Benito joined…
Kathy Juve is the EVP of CX Technology & Insights, at Concentrix. Concentrix is a leading business services…
In part two of this series, John Kane discussed the benefits of IA (aka Intelligence Augmentation or Augmented…
In part one of this series, John Kane, Distinguished Scientist, Machine Learning at Cogito, discusses the growing disillusionment…
While everyone has heard the term artificial intelligence or AI, few understand its genuine possibilities and limitations. It’s…
When it comes to customer experience, emotion is what sets brands apart and its impact is significant. In…