DMG Consulting

SEPTEMBER 29, 2022

How Artificial Intelligence Is Transforming CX. September, 2022 By Donna Fluss. Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. Artificial intelligence is being rolled out in contact centers in a couple of ways.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Analytics-enabled QM has been talked about for at least 12 years and has been available to some degree for 10 of them. Product Innovation.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. In this year’s survey, DMG identified the direction organizations are taking and enhancements they are planning to make to improve their overall customer experience (CX) and performance of their contact centers. 2022 Top Contact Center Priorities/Goals.

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Fonolo

NOVEMBER 11, 2022

2022 was a wild ride as people continued emerging from COVID lockdowns but retained many of the new behaviors and norms established during the pandemic. More than ever, call center agents are at the center of the conversation — driving growth, supporting sales, and providing expert CX with the support of state-of-the-art self-service tools.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Execs In The Know

MAY 4, 2023

soil, that number skyrocketed to more than 52,000 bikes in 2022. I started on the sales side and represented Texas and that’s where the magic opportunity came for me to move into CX. It was in this role that I began thinking about how to approach EX and CX together. With just 1,400 bikes sold in the first year on U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

DMG Consulting

JANUARY 30, 2024

percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7 DMG expects to see this trend continue, particularly now that the inclusion of artificial intelligence (AI) is influencing many technology acquisitions. DMG Consulting estimates that CCaaS accounted for 28.9

AI 48

AI Contact Center Artificial Intelligence CRM 48