Intercom, Inc.

FEBRUARY 13, 2020

In the omnichannel era we’re now living in, automation is the hook that helps crochet all the threads together. Here we are in 2020 with much better data collection than we’ve ever had. We also recently wrote about the marketing tech trends we’re eyeballing in 2020: . specializes in.

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Topic analysis reveals topics that are most talked about.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Topic analysis reveals topics that are most talked about.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Steven Van Belleghem

MAY 19, 2020

But we had had the modest ambition, in line with our 2024 vision, to fire up small initiatives in 2020 to explore the possibilities and impact of service experts or agents working from home. First, the Omnichannel Contact Center to seamlessly integrate and operate technologies to manage channels, monitor contact center and develop agents.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52