Articles attributed to Adam Bunker
Agentic AI in customer experience
Agentic AI systems can handle complex tasks, combine processes, and solve problems without supervision. But what do they mean for customer experience? What is agentic AI? Agentic AI is the term give...
By Adam Bunker, James Skay
Government experience trends: Three big challenges shaping the sector in 2025
Experience management can be a challenging task in any industry, and government is no exception. Managing experiences is a nuanced endeavor, requiring agencies to effectively address evolving public e...
By Adam Bunker, Haley Gust
Customer experience optimization: How to build journey-centric CX
Improving the customer experience is a multifaceted process – and one that’s ongoing in nature. So how do you go about making moves in the right direction in an era when customer expectations are...
By Adam Bunker, Juliana Holterhaus
Empathy statements for customer service
In customer service, empathy statements are how agents can let customers know that they’re listening, understanding, and authentically human. We’ve categorized the ones that can turn angry custome...
By Adam Bunker
Conversational AI: Exploring the future of customer experience management
Natural language processing, generative LLMs and virtual assistants… What do these industry buzzwords have in common? They all come under the umbrella of conversational AI – the process of turning...
By Adam Bunker, James Skay
7 proven ways to measure brand equity
What is brand equity and why does it matter? It’s well-known that customers will tend to buy a product they recognize and trust. The concept of brand equity takes advantage of this customer behavio...
By Adam Bunker