Zendesk

JANUARY 17, 2024

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. 70% of CX leaders plan to integrate generative AI into many of their touchpoints in the next two years.

CX 52

CX Artificial Intelligence AI Touchpoint 52

Customer Think

JANUARY 25, 2024

Source: Shutterstock (This year, I plan to devote some of my Research Round-Up posts to a discussion of academic research papers about artificial intelligence. Some of these scientific papers will likely focus on comparing the capabilities of AI to those of humans at performing tasks related to marketing.

AI 45

AI Artificial Intelligence Technology Technology 45

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. More in this guide: Why are intelligent customer experiences important?

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

DMG Consulting

JANUARY 1, 2024

Next-gen WEM platforms also offer ease of integration and interoperability with third-party and proprietary operating systems; this is a major change from the closed WEM suites of the past, and it will position companies to leverage their intelligence throughout the enterprise to help ensure a consistently outstanding and cost-effective CX.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Execs In The Know

JANUARY 31, 2024

Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. The focus has shifted towards how CX leaders navigate this AI-infused terrain, utilizing it to revolutionize business practices and personal skill enhancement.

AI 52

AI Artificial Intelligence Social Media CX 52

Beyond Philosophy

JANUARY 4, 2024

This year is about artificial intelligence (AI). As we see it coming, I know a lot of organizations diving into AI integrations. The same thing is happening with AI. Different departments within an organization are looking for ways to integrate AI, but they aren’t talking to each other.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

DMG Consulting

JANUARY 3, 2024

Here are the top 5 practical considerations for contact center leaders as we enter the new year: Artificial intelligence (AI) is here to stay, and it’s time to get on board – The hype surrounding AI is extremely high and generating a lot of noise, making it hard to figure out what’s actually real and working.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Execs In The Know

JANUARY 23, 2024

Using Technology to Support Workers – Not Replace Them At the same time the surge in artificial intelligence (AI) capabilities has inspired both optimism and trepidation among technology industry leaders. AI is poised to have a similar effect today, reshaping the labor market in unexpected ways. helping people.

AI 52

AI Artificial Intelligence Contact Center Transportation 52

TeamSupport

JANUARY 9, 2024

2010s: The Rise of Artificial Intelligence & Natural Language Processing The 2010s marked a significant shift toward AI in customer support. Chatbots and virtual assistants powered by AI became increasingly popular for handling routine inquiries, providing 24/7 support, and improving response times.

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

SugarCRM

JANUARY 9, 2024

With Artificial Intelligence (AI) and Generative AIon the rise, integrating them into your customer relationships is critical. Thanks to the large language models (LLMs) that generative artificial intelligence uses, these can be used with high efficiency in the trust-building process.

AI 32

AI Artificial Intelligence Customer Experience Engineering 32

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. The digital revolution has altered the landscape of customer interactions.

AI 77

AI Customer Service Technology Technology 77

Lightico

JANUARY 28, 2024

Enter Intelligent Document Processing (IDP), a technological leap powered by AI that promises to redefine how Auto Finance manages its ever-growing paperwork, introducing a new era of efficiency and precision. Beyond mere capture, IDP introduces an intelligent layer of document classification.

Finance 52

Finance AI Data Entry Artificial Intelligence 52

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. Practical Applications of AI and Generative AI AI, including generative AI, is speeding up innovation in the CCaaS market.

AI 48

AI Contact Center Artificial Intelligence CRM 48

CommBox

JANUARY 28, 2024

Using Commbox AI-based platform, businesses can automate recurring tasks that are excessively time-consuming, allowing agents to focus on more critical tasks. The Commbox Automation Hub includes three main components: Studio, AI and Rules.

Customer Service 52

Customer Service Omnichannel Artificial Intelligence CRM 52

Logicalware

JANUARY 29, 2024

One way to do this is to invest in Puzzel solutions and technology that facilitates the implementation of chatbots and artificial intelligence (AI), which in turn empowers agents. Combining this with Puzzel’s Digital Engagement is a recipe for success.

Customer Experience 52

Customer Experience Data Entry Artificial Intelligence Omnichannel 52

Lumoa

JANUARY 24, 2024

This AI-powered CX tool can truly do it all: Gathering customer feedback no matter the source, processing it, and preparing reports based on the processed data. AI-enhanced software can process huge datasets much faster than human workers. Does that sound like a lot to handle, especially for someone with a CXO’s busy schedule?

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

1 to 1

JANUARY 25, 2024

It’s not whether you have AI, it’s how you use it. The topic of AI was everywhere. From legacy brands to emerging retailers, brands are embracing the benefits of AI, grappling with its challenges, and keeping customers top of mind when deciding when and how to implement it. Tractor Supply Co.,

Retail 26

Retail AI Artificial Intelligence Contact Center 26

SurveySensum

JANUARY 16, 2024

Think of automation, artificial intelligence (AI), customer relationships management (CRM), and more. Getting the sales and marketing teams to market and sell the goods or items is best. Capitalize on their unique value proposition (USP) based on gathered customer feedback. Leverage digital tools and technologies.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Think of automation, artificial intelligence (AI), customer relationships management (CRM), and more. Getting the sales and marketing teams to market and sell the goods or items is best. Capitalize on their unique value proposition (USP) based on gathered customer feedback. Leverage digital tools and technologies.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

Adrian Swinscoe

JANUARY 10, 2024

This is a guest post by Jay Wolcott, CEO and co-founder of Knowbl. Statistics show that 81 percent of US consumers shopped online in 2022, but […] The post BrandGPT and the future of CX first appeared on Adrian Swinscoe.

CX 147

CX Artificial Intelligence AI Customer Service 147

eglobalis

JANUARY 18, 2024

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

AI 127

AI Customer Experience Artificial Intelligence Customer Relationship 127

Adrian Swinscoe

JANUARY 26, 2024

Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, […] The post The raw and honest truth about what agents think about their jobs – Interview with Juanita Coley first appeared on Adrian Swinscoe.

Contact Center 113

Contact Center Artificial Intelligence AI Customer Service 113

Adrian Swinscoe

JANUARY 15, 2024

Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia’s leading software provider for conversation analysis. Tue joins […] The post The challenge with conversational analysis in the Nordics – Interview with Tue Martin Berg of Capturi first appeared on Adrian Swinscoe.

Artificial Intelligence 113

Artificial Intelligence Customer Retention Customer Experience Management AI 113

Intercom

JANUARY 16, 2024

The future of customer service is human + AI. A future where human intelligence and artificial intelligence combine to make customer service remarkable. In March of last year – in pursuit of this future – we released our breakthrough AI chatbot, Fin. What’s next for Fin?

AI 98

AI Customer Service Sentiment Analysis Artificial Intelligence 98

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 84

NPS Artificial Intelligence VOC Contact Center 84

Hodusoft

JANUARY 10, 2024

With intelligent call routing, businesses can enhance customer experiences and internal communication workflows, contributing to increased overall efficiency. This not only ensures that calls promptly reach the designated department or individual but also contributes to a significant boost in overall operational efficiency.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence Customer Satisfaction Technology 52

Hodusoft

JANUARY 1, 2024

Digital banking can easily adopt and integrate cutting-edge technologies such as Artificial Intelligence (AI), Machine Learning (ML), and others to enhance customer service experience. Besides, the intelligent call queuing option helps institutions prioritize customer calls.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Hodusoft

JANUARY 1, 2024

Digital banking can easily adopt and integrate cutting-edge technologies such as Artificial Intelligence (AI), Machine Learning (ML), and others to enhance customer service experience. Customer Base Traditional banking draws a diverse customer base including those who prefer face-to-face interactions.

Finance 52

Finance Compliance Artificial Intelligence ML 52