DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. The digital economy is coming on strong.

Predictive Analytics 96

Predictive Analytics Contact Center Artificial Intelligence Text Analytics 96

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. As artificial intelligence (AI) is a top investment priority for most companies, we elected to inquire about a few specific AI-related topics, as shown in Figure 1. See Figure 1. . Final Thoughts.

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Customer Science is the fusion between digital technology, artificial intelligence (AI), behavioral science to increase understanding of what customers want and what they do to get it.

Artificial Intelligence 89

Artificial Intelligence Machine Learning Government AI 89

SurveySensum

JUNE 18, 2019

Building brand experience by integrating artificial intelligence can personalize user experience however CX is about emotions not about technology. Data intelligence for personalization in customer interactions. By 2020, eMarketer predicts that more than 86% of digital display ads will be bought programmatically.

Artificial Intelligence 40

Artificial Intelligence AI Customer Experience Hospitality 40

DMG Consulting

MAY 21, 2020

VISION 2020. 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. By Donna Fluss. View this document on the publisher’s website.

Artificial Intelligence 48

Artificial Intelligence Contact Center Outlook Transportation 48

Callminer

SEPTEMBER 1, 2020

Downtime encouraged participants to check out virtual trivia, live artificial intelligence (AI) and analyst think tanks, an exhibit hall staffed by lively sponsors, a scavenger hunt and more — all from the comfort of home. CETX 2020: It was a cyber success.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

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

1 to 1

JANUARY 25, 2021

The most successful brands will blend Artificial Intelligence (AI) with human intelligence to deliver the hyper-personalized effortless experiences today’s customers crave. Intelligent automation in the contact center is here to stay. They are expecting easier, better, and faster CX in 2021.

Artificial Intelligence 29

Artificial Intelligence Unstructured Data Contact Center AI 29

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

SugarCRM

MARCH 25, 2021

We had an extensive list of innovative initiatives to improve the Sugar platform, and we even crossed a few of them off the list by the first three months of 2020. While not all plans we had in 2020 came to fruition as we originally planned, we still managed to achieve much more than we originally anticipated.

Artificial Intelligence 49

Artificial Intelligence Innovation CRM Omnichannel 49

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While agent expectations have increased dramatically, the state of agent enablement still looks much like it did before 2020. David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

DMG Consulting

JANUARY 3, 2020

Vision 2020. 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. We enter the new decade with great momentum in technological innovation.

Contact Center 48

Contact Center Artificial Intelligence Outlook Transportation 48

Comm100

OCTOBER 30, 2020

Best Chatbots 2020: Chatbot Providers that Stood Out of the Crowd. Ready to explore the best chatbots of 2020? The use of artificial intelligence technology enables the bot to easily understand customers’ intent which makes it easier to meet their expectations, both automatically and when the chat is escalated to human agents.

AI 59

AI Technology Technology Artificial Intelligence 59

Fonolo

DECEMBER 8, 2020

But it wasn’t until 2020 that its true role became clear. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it. .” 2020 was ‘the curb.’ ” — Amit Unadkat , Manager – Digital Transformation, Logic 2020.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist.

Artificial Intelligence 59

Artificial Intelligence Engineering Technology Technology 59

Logicalware

NOVEMBER 21, 2023

At Puzzel’s annual event, Elevate ‘23, artificial intelligence took centre stage. Here’s a fascinating fact: The term “artificial intelligence” was coined in 1965 when a group of scientists and mathematicians discussed the concept of creating an artificial brain. The AI revolution: How did we get here?

Artificial Intelligence 59

Artificial Intelligence AI Construction Technology 59

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. 25 percent of customer service operations will use virtual customer assistants by 2020.

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist.

Artificial Intelligence 52

Artificial Intelligence Engineering Technology Technology 52

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist.

Artificial Intelligence 52

Artificial Intelligence Engineering Technology Technology 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 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

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. Foundational component of next-gen, digitally transformed service organizations. Botanic Technologies and Capito.ai are covered at a high level.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. Post-2020 could easily be called the start of the Zoom Era. Writing for The Wall Street Journal , technology columnist Christopher Mims observed, “we’ve entered a period of upheaval, driven by connectivity, artificial intelligence and automation.”

AI 130

AI Artificial Intelligence Healthcare Legal 130

Ameyo Callversations

NOVEMBER 16, 2021

Innovative technologies like ML, Intelligent Automation, and Contact Center AI are helping businesses thrive and succeed in a post-pandemic world. As per Statista , The global AI market is projected to explode to $126 Billion by 2026 from $17B in 2020. – Salesforce. The Future of AI in CX.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Fonolo

FEBRUARY 20, 2020

Artificially intelligent automation could help provide this level of customer support, as long as it’s executed well. Related content for you: 3 Major Contact Center Trends in 2020. Top content for you: Top Contact Center Trends in 2020. Handpicked content for you: 3 Top Call Center Trends in 2020.

Contact Center 101

Contact Center Artificial Intelligence AI Omnichannel 101

C3Centricity

JANUARY 4, 2021

Either way, we’d like to thank you all for your support in 2020. Are you too hoping that technology and specifically artificial intelligence (AI) and machine learning (ML) will save your business? Five Rules of Customer Observation for Greater Success. Why Technology Won’t Help You Understand Your Customers.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. And shift we did.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Execs In The Know

MARCH 4, 2022

Temporary layoffs accounted for essentially the entire increase in unemployment to its historically high rate in April 2020 , and tens of millions of Americans quit their jobs in 2021. fell by more than 22 million jobs between February and April of 2020. million fewer workers at the close of 2021 than in February 2020.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

CallCare

AUGUST 14, 2023

It’s safe to say that artificial intelligence (AI) is changing the way businesses approach customer services. According to a report published by digital marketing experts Startup Bonsai, as a brand communication channel, the use of AI live chat ‘chatbots’ rose by 92% between 2019 and 2020 alone – a trend that has continued.

AI 52

AI Artificial Intelligence Technology Technology 52

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. A recent Gartner report suggests that 55% of established companies have either started making investments in the potential of AI or are planning to do so by 2020. We’ll talk about: Artificial Intelligence (AI). Plus so Much More!

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

UJET

JANUARY 18, 2018

Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?”

Artificial Intelligence 69

Artificial Intelligence AI 69

Steven Van Belleghem

JANUARY 10, 2020

And let’s not forget Samsung’s BB-8-like (a rather cute droid character, for those who aren’t a fan of Star Wars) personal assistant ‘Ballie’ which may only look like a big tennis ball but has built-in artificial intelligence capabilities, a camera and a mobile interface. Artificial Intelligence has gone through many “winters”.

Artificial Intelligence 52

Artificial Intelligence Outlook Manufacturing Start-ups 52

Logicalware

JANUARY 25, 2022

Without it, we wouldn’t have been able to send workers home in 2020 and continue operating throughout the lockdowns that followed. If cloud technology was the superhero of 2020, video was its sidekick. Artificial intelligence (AI) continues to drive exciting innovation in customer service — and this year will be no different!

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

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. Evolving Customer Experiences Through a Pandemic. Jamie Hudson. Malwarebytes.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Execs In The Know

MARCH 15, 2023

A 2020 NICE inContact survey found that 91% of consumers want to speak with a live agent when they have a complex issue. Interactions provides Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations.

Contact Center 52

Contact Center Artificial Intelligence AI NPS 52

Lumoa

SEPTEMBER 30, 2022

But, even though the use of chatbots in the financial sector has increased by 200% since 2020 , the key to delivering a great experience is to balance both chatbots and human interactions. . Widening the Role of Artificial Intelligence in Banking CX.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94