Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video will be Preferred CX Platform. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Cloud technology. So why is cloud still a technology trend in 2022? Your people. Total Experience.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Suddenly, experimenting with new technology wasn’t an obstacle; it was a life-saver. Rapid technological updates were forced upon execs like never before.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Watch the full video on YouTube ?.

Contact Center 142

Contact Center Customer Experience AI CX 142

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. In other words, better CX can improve patient retention.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

CSAT.AI

SEPTEMBER 22, 2022

How a Conversational AI interaction works How CAI can Help You and Your CSAs Key KPIs to Measure The Importance of Transparency, Sentiment and AI Evolution. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries. How a Conversational AI Interaction Works.

AI 100

AI Sentiment Analysis Machine Learning Technology 100

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Why FCR Matters to CX. and the 7 Surprising CX Insights They Reveal. By giving your staff technology that works for, not against, them, you can… 3 Ways Call Center Coaching is Leading to Customer Churn. How to Train and Onboard Agents in 2021.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. The Full List of Contact Center Technology. Voice-to-Text.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Logicalware

DECEMBER 21, 2021

In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. In 2021, we worked extremely hard to deliver new products and more value to our customers.

AI 98

AI Technology Technology Innovation 98

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. They’re designed for quick and intuitive navigation, and some even leverage AI to anticipate the customer’s needs. Read on for a crash course!

CX 132

CX Contact Center Omnichannel Customer Relationship Management 132

Execs In The Know

OCTOBER 11, 2021

Artificial intelligence (AI) is radically changing the CX landscape, creating new opportunities for customers to engage with brands, where they want to interact — and for whatever reason — from tech support and customer service to buying something. To create standout experiences, AI must be combined with a key factor: empathy.

AI 52

AI CX Artificial Intelligence Touchpoint 52

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). In times of massive change such as this, brands need to keep abreast of the latest developments in digital customer communication technologies to survive.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

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. Vaccine ” was Merriam-Webster’s word of the year for 2021. million fewer workers at the close of 2021 than in February 2020. AI to the Rescue.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Brian Cantor Leading CX Industry Analyst Contact Center Week. Copyright 2021. August 25th | 11 AM EDT | 4 PM BST.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Execs In The Know

JUNE 9, 2023

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Today, AI is paving the way for personalized, efficient, and engaging interactions that leave customers delighted and businesses thriving.

AI 52

AI Predictive Analytics Sentiment Analysis Artificial Intelligence 52

Zendesk

DECEMBER 11, 2023

Artificial intelligence (AI) is powering one of the biggest transformations in history, but powering AI is vast amounts of energy— an estimated 85.4 According to a recent MIT study, training a single AI model can emit as much carbon as five cars in their lifetimes. Despite the risks, there are enormous opportunities.

AI 52

AI Artificial Intelligence Engineering Education 52

Shep Hyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. My Comment: AI continues to improve. And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience.

Social Media 74

Social Media Customer Service VOC Retail 74

Zendesk

NOVEMBER 3, 2022

The company’s revenue has increased steadily since 2016, reaching more than $502 million in 2021. As part of Zendesk’s CX Moment virtual event series , we spoke with Upwork’s Vice President of Customer Support, Brent Pliskow, about the changing needs of American businesses and the international freelance talent they hire. “On

CX 98

CX AI Technology Technology 98

Fonolo

FEBRUARY 23, 2021

It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center. Top Contact Center Trends 2021. First Virtual Queuing Technology.

Technology 96

Technology Technology Contact Center Start-ups 96

SugarCRM

DECEMBER 15, 2021

2021 was all about being able to see customers and deliver experiences like never before. Sugar challenged the hassles of traditional CRMs by unveiling high-definition customer experiences (HD-CX), a step beyond the traditional 360-degree customer view. 2021 is the year we let the platform do the work. What a year!

Event Planning 49

Event Planning Construction AI Sales 49

Execs In The Know

MARCH 15, 2023

Fortunately, in partnership with ACT (Advanced Call Center Technologies), we have just released our CX Leaders Trends & Insights: 2022 Corporate Edition report which is aimed at empowering brands with the knowledge and insights needed to accomplish this. To surpass their expectations, you need to stay ahead of the game.

CX 52

CX Artificial Intelligence Touchpoint Customer Loyalty 52

Ameyo Callversations

NOVEMBER 23, 2021

The question of how technology affects the future of customer service and support is not an easy one to answer. There’s a strong correlation between the growth of technology and customer expectations, and as technology advances, so do customers’ demands. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. 3 AI and Robotics Will Not Save Your CX AI and automation are often prescribed as key ingredients in today’s recipe for digital transformation.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 52

Artificial Intelligence Engineering CX Education 52

Aquire

OCTOBER 5, 2021

Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Additionally, make sure your contact center is well-staffed and has the customer service processes and technology to field requests efficiently. That’s where an omnichannel strategy and implementing omnichannel technology come in.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

DMG Consulting

JUNE 30, 2021

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. What: Releases 2021-2022 Robotic Process Automation Product and Market Report. When: Today, 30 June 2021. MEDIA ALERT. Background: .

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

Execs In The Know

NOVEMBER 29, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Moderator: Andy Bird, Concentrix. Panelists: . Vas Alli, Verizon.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Execs In The Know

NOVEMBER 29, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Moderator: Andy Bird, Concentrix. Panelists: . Vas Alli, Verizon.

Artificial Intelligence 52

Artificial Intelligence Compliance AI CX 52

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience? 3 ways to use AI customer experience.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. 14 CX Leaders Show You How to Harmonize Silos and Elevate CX With Contact Center Automation. We also learned where automation can make the biggest impact.

Contact Center 246

Contact Center Outlook Gaming Education 246

Zendesk

APRIL 26, 2021

Using AI as a partner. “In 2021, we will see customers expecting companies to continue to be more empathic and flexible than they’ve been in the past.” ” Ben Motteram, Principal and CX Expert. Using AI as a partner. Efficiency. Messaging skills. Working across channels. Giving and receiving feedback.

Customer Service 98

Customer Service Customer Expectations AI Social Media 98

CommBox

MARCH 26, 2023

Meanwhile, big tech players are busy integrating AI into their offerings. Microsoft has announced its “ AI co-pilot for the web ” incorporating ChatGPT’s capabilities into the Bing search engine. But what does this AI platform really mean for the world of customer experience and customer communication? What is ChatGPT?

CX 52

CX AI Sentiment Analysis Omnichannel 52

Zendesk

FEBRUARY 16, 2021

According to Zendesk’s Customer Experience (CX) Trends Report 2021 , 65 percent of customers want to buy from companies that offer quick and easy online transactions. Learn more about how CX has changed in your industry and how your business can successfully adapt. Technology. Technology. Manufacturing. Healthcare.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

CSAT.AI

OCTOBER 13, 2020

Article updated 2021 – Originally published Sept 2019. Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Acceleration of AI adoption Post-COVID. Comfort with these technologies improved in areas of retail, healthcare and deliveries.

AI 52

AI Customer Service Machine Learning Artificial Intelligence 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62