CallMiner Product Innovation Series: June 2023
Callminer
JUNE 2, 2023
platform release, including AI-based contact summarization, AI redaction and more. CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06
Totango AI innovations set to boost customer success productivity
Totango
APRIL 18, 2023
That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. Looking at the opportunities ahead, this means we’re taking a “People + AI” approach. AI-enabled integrations will help you improve data workflows like these and reduce the time and resources that would otherwise be needed.
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Turn Payments Into Personalization: Unlock the Value of Transaction Data
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
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New year, new CS: 2023 recap and what’s to come in 2024
Totango
JANUARY 3, 2024
With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI. Plus, industry experts agree.
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2023: Year in review
Logicalware
DECEMBER 18, 2023
2023 has been a year of remarkable achievements and innovations in the tech and CX world. Our team of dedicated Puzzelers, from developers to controllers, were at the forefront of the ever-evolving landscape of AI technologies and solutions, delivering stellar products, staying innovative and embracing change.
How Retailers Are Transforming Customer Experiences with Data & AI
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation.
Empowering exceptional customer experiences: Puzzel’s AI-driven innovations
Logicalware
AUGUST 9, 2023
For the last few years, AI has been a hot topic, no matter your industry or business goals. And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences.
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5 Customer Experience Predictions for 2023
Comm100
JANUARY 23, 2023
2023 looks to be a year of great change in customer experience (CX). To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. That will be a major focus in 2023 (and beyond).
Best Customer Experience Books 2023 in Digital Data, Design and Centricity
eglobalis
DECEMBER 7, 2023
Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.
Happy New Year and Welcome to 2023!
Taylor Reach Group
JANUARY 6, 2023
As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . Centers will continue to leverage AI and automation to reduce live-agent interactions. The post Happy New Year and Welcome to 2023! By Colin Taylor.
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DMG Consulting Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report
DMG Consulting
JANUARY 1, 2024
WEM is evolving to meet the dynamic needs of artificial intelligence (AI)-enabled enterprises and service functions. To learn more about the 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report , visit dmgconsult.com , or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.
Unveiling the Future of AI with Microsoft
Logicalware
NOVEMBER 23, 2023
It’s safe to say that AI has been on everyone’s lips throughout 2023. In fact, it has been so ubiquitous that Collins dictionary even named AI the word of the year in 2023. Yet, a burning question remains; What does the future hold for AI? AI is not a passing trend; it’s here to stay.
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Top Contact Center Industry Trends for 2023
Fonolo
NOVEMBER 11, 2022
READ THE FULL GUIDE: Contact Center Trends 2023. (It You can check out all of our predictions for the upcoming year in our newest in-depth resource: Contact Center Trends 2023. 2023 Trends: A New Focus on Agent Well-Being . Here are some of the improvements we expect agents to see in 2023: . Let’s dig in! .
DMG Consulting Releases 2023 – 2024 Contact Center as a Service Product and Market Report
DMG Consulting
NOVEMBER 7, 2023
This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.
How to get started with AI in 5 simple steps
CommBox
JANUARY 18, 2024
Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.
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Why Enterprise Conversational AI is Ripe for a New Leader
Execs In The Know
APRIL 25, 2024
The Enterprise Conversational AI market is fundamentally broken. According to a survey by Forrester Consulting in 2023, about 75% of consumers said that chatbots cannot provide them helpful answers, and 50% of consumers said they often feel frustrated in their interactions with chatbots. trillion by 2032. trillion by 2032.
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Consumer awareness of AI technologies
MyCustomer Experience
OCTOBER 13, 2023
The focus on generative AI is a hot topic and it’s feeding uncertainty as organisations like OpenAI and DeepMind are continuing to innovate. 13th Oct 2023 By Marcus Hickman Director
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ClientSuccess Introduces SmartCS™: AI-Powered Customer Success Insights & Actions
ClientSuccess
MAY 25, 2023
ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.
DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report
DMG Consulting
JUNE 1, 2022
DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. Learn more at dmgconsult.com. # # #.
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Enhance the employee experience with Zendesk’s latest innovations
Zendesk
NOVEMBER 14, 2023
In our 2023 Employee Experience Trends Report , 79 percent of EX professionals said that EX will be a higher priority within the next 12 months. Given the significance of EX, we’re thrilled to announce our latest batch of product innovations, designed to help internal service teams, such as IT and HR, deliver exceptional employee experiences.
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DMG Consulting Releases 2023 – 2024 Real-Time Guidance Productand Market Report
DMG Consulting
SEPTEMBER 12, 2023
It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.
HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023
Hodusoft
NOVEMBER 29, 2023
HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.
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Guest Post: 2023 Top 5 Unified Communications Predictions
Shep Hyken
DECEMBER 23, 2022
They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM). Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. Top 5 UC Predictions for 2023. Predictable. Our prediction?
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CX and Contact Center Priorities and Technology Investments for 2023
DMG Consulting
MARCH 13, 2023
CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.
3 takeaways from the Customer Service Quality Benchmark Report 2023
Intercom
MARCH 29, 2023
We teamed up once again with Klaus, Aircall, and Support Driven to survey customer service leaders on their key metrics, how they maintain support quality, and where they’re investing in 2023. This enables teams to improve the efficiency of their support processes, reduce wait times for customers, and provide quicker resolutions to queries.
DMG Consulting Releases 2023 Contact Center as a Service Worldwide Market Share Report
DMG Consulting
JUNE 21, 2023
CCaaS vendors are leading the way with innovations driven by the needs of highly demanding enterprise clients striving to deliver a cost-effective and exceptional customer experience (CX) at scale. Seat adoption is being fueled by many first-time customers realizing the potential of these innovative solutions.
AMP Smart and VOZIQ AI announce strategic partnership for AI-enabled proactive customer loyalty management
VOZIQ
DECEMBER 22, 2023
Reston, VA, December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).
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DMG Consulting Releases 2023 – 2024 Interaction Analytics for the Enterprise Report
DMG Consulting
AUGUST 10, 2023
IA vendors are investing in artificial intelligence (AI) technologies to provide advanced offerings that more effectively identify customer intents, provide real-time guidance (RTG) to agents, predict customer satisfaction and propensities, automatically evaluate interaction quality, and much more. “The
AI Will Transform the User Experience in 2024. Is Your Company Prepared?
Customer Think
DECEMBER 27, 2023
Generative AI took the world by storm in 2023, massively impacting businesses in every industry seemingly overnight. As a result, nearly all venture capital-backed companies (90%) have plans to embed generative AI into their products, according to a Productboard survey from earlier this year.
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DMG Consulting Releases 2023 – 2024 Enterprise Workforce Management Product and Market Report
DMG Consulting
APRIL 19, 2023
It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. Optimized intraday management with enhanced real-time decision tools adapt in-the-moment as conditions change.
AI Leadership: Redefining Leadership in the Age of Automation
Execs In The Know
JANUARY 31, 2024
Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. Integrating AI in daily activities is not a futuristic concept but a current reality, particularly in how it redefines customer engagement and simplifies routine tasks.
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10 ways to boost retail customer engagement in 2023
Zendesk
APRIL 3, 2023
Invest in artificial intelligence (AI) AI is omnipresent in the retail world, and for good reason. According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of customers expect more interactions with AI in their daily life. Those sessions have a successful conversion rate of 65 percent.”
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Top 5 Customer Service Trends to Expect in 2023
Comm100
NOVEMBER 23, 2022
To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service.
DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report
DMG Consulting
JANUARY 17, 2023
DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. AI-enabled solutions to meet CX and EX expectations and demands. What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.
Influential CX Trends for 2023
DMG Consulting
DECEMBER 6, 2022
Influential CX Trends for 2023. 2023 is shaping up to be a tough year for many enterprises. Below are 11 of the most important CX trends for enterprises to plan for and address in 2023. What are your organization’s top CX technology and operational priorities for 2023? Take our quick 2-minute survey and let us know!
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Thanks to AI, the CCaaS Sector Comes on Strong
DMG Consulting
JANUARY 30, 2024
Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent by the end of calendar year 2023. DMG Consulting estimates that CCaaS accounted for 28.9
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Avoid these 3 generative AI pitfalls—and what to do instead, according to IT leaders
Zendesk
OCTOBER 31, 2023
In the year since generative AI became widely available, the world has changed enormously. Once a novelty, generative AI is now part of the baseline of different technologies. Even beyond technology, generative AI is asserting itself in finance, pharmaceuticals, and art. They’re not alone.
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5 Ways to Use Customer Feedback for Product Innovation
SurveySensum
FEBRUARY 1, 2024
But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. SurveySensum’s AI text analysis tool does this automatically by examining thousands of comments.
Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023
Comm100
FEBRUARY 6, 2023
In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023. 5 Customer Experience Trends of 2023 A strong customer experience is critical in helping financial institutions build lasting relationships with their customers, increase revenue, and stay ahead of the curve.
DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report
DMG Consulting
DECEMBER 7, 2022
DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. What: Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report . MEDIA ALERT. When: Today, 7 December 2022.
DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report
DMG Consulting
SEPTEMBER 29, 2022
DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. Expanded utilization in enterprise-wide activities, applications and AI initiatives. What: Releases 2022 – 2023 Interaction Analytics for the Enterprise report . in 2022, 10% in the next three years, 2023 – 2025, and 9% in 2026.
The Future of Customer Service: Key AI Developments in Contact Centers for 2023
Customer Think
MAY 12, 2023
This prompted businesses to transition 90% of contact centers to remote and hybrid models, while seeking innovative solutions to deliver personalized […] The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% during the initial months.
DMG Consulting Releases Special Edition Report – Generative AI: A New Paradigm for Contact Centers and Customer Service
DMG Consulting
OCTOBER 2, 2023
The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. Generative AI has the potential to transform contact centers and customer service departments as we know them today,” says Donna Fluss, President of DMG Consulting LLC. “It
2024 Predictions Outlook: Sales Professionals Embrace AI Technology
Customer Think
JANUARY 20, 2024
The New Year symbolizes a clean slate, and January is the ideal time for sales professionals to dust off 2023 and kick off their sales priorities for Q1 with a renewed vigor. At the forefront of 2024 is the unstoppable wave of technological innovation.
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DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report
DMG Consulting
APRIL 13, 2022
DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. AI-enabled new-gen WFM revolutionizes the staffing paradigm. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. It explores how artificial intelligence (AI) is driving positive changes in the WFM market.
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