Hodusoft

OCTOBER 26, 2021

The one point every business harping upon over the last two years unanimously is customer experience. Any customer service leader will tell you that customer experience has always been a second fiddle— the lowest rung in the rank of elites among sales, marketing, and finance. Not just an upgrade from PBX to IP PBX .

Contact Center 98

Contact Center Omnichannel Artificial Intelligence Machine Learning 98

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 83

Customer Experience Artificial Intelligence Omnichannel AI 83

Zendesk

APRIL 19, 2021

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed? What are customer trends?

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up. Do that, and the scores will follow.

CX 48

CX Net Promoter Score Social Media Technology 48

Qualtrics

SEPTEMBER 8, 2020

Organizations will need to constantly adjust how they interact with customers while making shifts in how employees work – and as a result, Experience Management (XM) is more important than ever. Rapidly Adapt. Doing so will help you better understand how customer needs are changing. XM helps organizations: Continuously Learn.

Innovation 36

Innovation Start-ups Technology Technology 36

SurveySensum

MAY 20, 2020

It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. Empathy and Emotions will be key behavior and brands focusing on these will sustain the crisis and would come stronger and survive in the new world. Mark Sanborn.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52