DMG Consulting

MAY 21, 2020

VISION 2020. We’ve entered the new decade with great momentum in technological innovation. Startups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that will change the way we live our lives and conduct business over the next ten to twenty years.

Artificial Intelligence 48

Artificial Intelligence Contact Center Outlook Transportation 48

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. GTACC 2020 Conference, Toronto. We’ve got you covered.

Customer Service 129

Customer Service Contact Center CX Education 129

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Happened to me last week. Let’s take this apart. Self-Service Substitution.

AI 209

AI Contact Center Start-ups Innovation 209

DMG Consulting

JANUARY 3, 2020

Vision 2020. We enter the new decade with great momentum in technological innovation. Start-ups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that are going to change the way we live our lives and conduct business over the next 10 – 20 years.

Contact Center 48

Contact Center Artificial Intelligence Outlook Transportation 48

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. A report predicts that the AI market size will reach US$ 270 billion by the end of 2027.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. What’s the difference between a result and an outcome?

Contact Center 246

Contact Center Education AI Start-ups 246

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

Aquire

AUGUST 27, 2021

Fast forward to today, however, and technological advancements in the retail industry have opened up a whole new world of possibilities. Technology is taking retail phygital. Now, technology has started to blur these boundaries, bringing the online and offline world ever closer together and augmenting our everyday reality.

Retail 98

Retail Technology Technology AI 98

Zendesk

OCTOBER 5, 2022

We saw that at the onset of the pandemic in 2020. That level of personalization requires more powerful technology. Since taking advantage of Zendesk’s self service and AI features, Unity’s resolution time has decreased by seven hours , and the company is able to meet its SLA of solving 75 percent of tickets with two responses or fewer.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020. Many vendors from various IT sectors.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Steven Van Belleghem

DECEMBER 3, 2019

In 2020 this trend of machines talking to machines – fridges telling virtual assistants to buy milk or printers notifying Amazon that they ran out of toner – and the according disintermediation of the active customer decision will only increase. Global spending on cognitive and AI systems will reach $57.6 The numbers are not lying.

Healthcare 52

Healthcare Customer Experience Non-Profits AI 52

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. If you look at searches and mentions of AI online, you can see a clear exponential trend. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. 2) Natural language processing (NLP).

Artificial Intelligence 70

Artificial Intelligence AI Contact Center Machine Learning 70

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Strong and innovative sector with sustained growth and momentum. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. between 2017 and 2018 (as of July 31, 2019).

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. AI is playing an increasingly influential role in today’s world. AI is playing an increasingly influential role in today’s world.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

Logicalware

NOVEMBER 21, 2023

Shedding light on one of this year’s hottest topics, we brought together industry experts to explore the profound impact AI has on the world of customer experience. Among these experts was Zack Kass, AI Futurist and former GTM leader at OpenAI. The AI revolution: How did we get here?

Artificial Intelligence 59

Artificial Intelligence AI Construction Technology 59

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. The majority of industry leaders (81%) said the pandemic changed their technological needs and 73% see it affected how they interact with customers. .

Sales 98

Sales AI Healthcare Omnichannel 98

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. Many of these new algorithms leverage AI technologies and are optimized for each discrete channel.

Contact Center 48

Contact Center Text Analytics Innovation Engineering 48

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. Well think again!

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

MattsenKumar

JUNE 6, 2021

Call centers can bank upon the nascent opportunities by identifying the right call center technology trends and build robust processes around them. Identifying call center technology trends and teaching them as a culture at your customer service centers can work in your favor. Call Center Technology Trends.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52

DMG Consulting

APRIL 15, 2020

When: Today, 3 March 2020. The Report presents a long-term 5- to 20-year vision for the AI-enabled contact center of the future and includes projections that lay out the actions required for organizations to achieve the future state. . DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

C3Centricity

JANUARY 4, 2021

Either way, we’d like to thank you all for your support in 2020. Businesses offer constant innovation and novelty, so this has made us all more impatient and critical. Why Technology Won’t Help You Understand Your Customers. This article explains why technology will support but not replace good analysis and thinking.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Callminer

DECEMBER 17, 2019

” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. The introduction of AI in call centers may revolutionize the industry. “Global call center AI market is expected to rise to an estimated value of $4.7 billion in 2000 to $86.6

Contact Center 207

Contact Center Finance AI Innovation 207

Fonolo

MAY 17, 2017

UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. Why does contact center technology matter? What technology is used in a contact center?

Contact Center 70

Contact Center Technology Technology CRM 70

Logicalware

DECEMBER 21, 2021

At Puzzel, our mission is to enable brands to deliver exceptional experiences for their clients by combining people and technology, and this year you did exactly that. Having overcome the challenges of 2020, our customers were eager to invest in new digital channels and technologies to support their customers’ changing needs.

AI 98

AI Technology Technology Innovation 98

Comm100

DECEMBER 2, 2021

Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. One of the greatest challenges for financial services organizations has been juggling the need to push innovation while maintaining support for trusted and secure technologies.

Customer Experience 94

Customer Experience Omnichannel Machine Learning CRM 94

Comm100

MARCH 20, 2024

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. By leveraging digital communication technologies, governments can improve the efficiency and transparency of their services and foster a more engaged and informed citizenry.

Government 81

Government Social Media Artificial Intelligence Legal 81

DMG Consulting

MARCH 1, 2020

What makes this so strange is that the quality of the IVR applications offered by many enterprises has not improved substantially in the past five to 10 years, even as the underlying technology has been greatly enhanced. And IVA technology is the way to get there. By Donna Fluss. View this document on the publisher’s website.

Artificial Intelligence 87

Artificial Intelligence Contact Center AI Engineering 87

Execs In The Know

OCTOBER 29, 2021

In Part 2, we highlight Jamie Hudson’s story of transformation as she and her team tackled the challenges brought about by the 2020 COVID-19 pandemic. Like many, Jamie and her team were faced with some serious challenges in March 2020. As you can see, CX technology is always a big part of the story. Jamie Hudson. Malwarebytes.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Customer Experience Matrix

DECEMBER 13, 2020

However, the two technologies perfectly complement each other, and will be supercharged by more accessible location data. Marketing Technology - data will become more accessible. It seems just yesterday that we were impressed to hear that a company’s product was “AI-powered”. Back in 2018 we saw it at least as often as AI.

Social Media 122

Social Media AI Artificial Intelligence Government 122

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. And breathe!

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Transcosmos

MARCH 12, 2019

This gave rise to the popularity of thought-capable artificial beings, inspiring innovators to make this unique concept possible. Now, it seems that a synthetic intelligent machine network bent to end the world isn’t far-fetched thanks to the wonders of technology. AI: Is it all hype? That’s what we aim to find out.

AI 52

AI Customer Service Artificial Intelligence Construction 52

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. SurveySensum’s Customer Experience Trends Report, 2020 highlights 6 key CX trends that every company in Indonesia must know to reinforce a positive customer experience strategy: 1. Today, customer experience is perhaps the most important aspect for any business to succeed.

E-commerce 52

E-commerce Customer Experience Touchpoint Retail 52

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience. Digital technology makes this possible. How United Airlines used technology to bridge the gap between agents and customers.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105