Execs In The Know

SEPTEMBER 28, 2023

PHOENIX , September 28, 2023 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce the release of the 2023 CX Leaders Trends & Insights: Consumer Edition report. This year’s results show several positive and fundamental shifts within the CX industry.

CX 40

CX Artificial Intelligence Actionable Insights AI 40

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.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

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. Both groups aim to deliver a new and more effective generation of WFM solutions.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

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.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

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.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. It explores how artificial intelligence (AI) is driving positive changes in the WFM market. MEDIA ALERT. Where: Available at the DMG Consulting online store.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. Key CX Outsourcing Considerations In a recent discussion with our community of CX leaders, they shared their insights and concerns regarding CX outsourcing.

CX 85

CX Compliance Artificial Intelligence AI 85

Zendesk

APRIL 3, 2023

Brands must be smarter about using the data they have to create better CX—or risk losing their customers entirely. Invest in artificial intelligence (AI) AI is omnipresent in the retail world, and for good reason. What used to pass as good service a few years ago doesn’t cut it today.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

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.

Contact Center 48

Contact Center Artificial Intelligence Omnichannel Innovation 48

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. The focus has shifted towards how CX leaders navigate this AI-infused terrain, utilizing it to revolutionize business practices and personal skill enhancement.

AI 52

AI Artificial Intelligence Social Media CX 52

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. Intelligent virtual agents are demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

Execs In The Know

APRIL 26, 2023

Organizational transformation is a hot topic for CX leaders and business executives alike. Through this process, business leaders can identify the obstacles that are preventing their businesses from growing and thriving and develop innovative solutions to overcome them. But innovation isn’t just about technological breakthroughs.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Execs In The Know

JANUARY 8, 2023

No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. According to Forbes, global spending on outsourcing is predicted to reach $731 billion in 2023. Let’s get started.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Zendesk

FEBRUARY 6, 2024

Artificial intelligence has the potential to not only improve the customer experience but also drastically improve the admin and service operations experience. As such, we acquired Tymeshift in June 2023 to give organizations using Zendesk an easier way to manage their teams.

Artificial Intelligence 59

Artificial Intelligence Finance AI CRM 59

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. The post Real-Time Guidance Drives Contact Center Digital Transformation appeared first on DMG Consulting.

Contact Center 48

Contact Center Artificial Intelligence Compliance Predictive Analytics 48

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. I started on the sales side and represented Texas and that’s where the magic opportunity came for me to move into CX. EITK: What does it mean to create a people-first culture in 2023?

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Zendesk

FEBRUARY 8, 2023

We are delighted and honored to learn that we’re ranked #1 across three categories in G2’s 2023 Best Software Awards : #1 Best Software Product #1 Best Customer Service Product #1 Product for Mid-Market Pop the champagne! And our Community teems with leaders passionate about connecting with other CX practitioners.

Artificial Intelligence 52

Artificial Intelligence CX CRM Innovation 52

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences.

Innovation 52

Innovation Artificial Intelligence AI CX 52

DMG Consulting

JANUARY 30, 2024

percent by the end of calendar year 2023. DMG expects to see this trend continue, particularly now that the inclusion of artificial intelligence (AI) is influencing many technology acquisitions. Practical Applications of AI and Generative AI AI, including generative AI, is speeding up innovation in the CCaaS market.

AI 48

AI Contact Center Artificial Intelligence CRM 48

Zendesk

NOVEMBER 28, 2023

The Jetsons nailed artificial intelligence. The show illustrates the benefits and challenges of intelligent automation and how people can implement AI at home and in the workplace. With AIaaS, businesses can implement AI faster to deliver personalized, conversational support and level up their CX.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more. A big topic of discussion?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

DMG Consulting

JUNE 30, 2021

RPA eliminates repetitive and basic tasks, increasing the speed and accuracy of handling transactions; this is a win-win for organizations that want to realize cost savings in front- and back-office departments while improving service quality and the customer experience (CX).

Contact Center 59

Contact Center Artificial Intelligence AI Technology 59

Execs In The Know

MARCH 13, 2023

It is the world’s largest car sharing marketplace and has been named Fast Company’s 10 Most Innovative Companies in Transportation. This artistic community where everyone has a voice will be the perfect setting for our sharing community of customer experience (CX) leaders. It’s like Airbnb, but for cars.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Logicalware

SEPTEMBER 1, 2021

Norwegian company Puzzel , an innovative specialist in cloud-based contact centres, has invested heavily in recent years to offer a flexible and scalable online solution to organisations of all types and sizes that want to optimise their customer services and customer experiences. ” Innovative in omnichannel.

Omnichannel 98

Omnichannel Artificial Intelligence Innovation Social Media 98

Execs In The Know

FEBRUARY 12, 2023

Hyper-personalization is tantalizingly close to the verge of the next boom in 2023. CX practitioners need to get strategic about their APIs, considering the current omnichannel environment, proliferation of connected devices, need for deep insights, and the importance of heightened data security.

Omnichannel 52

Omnichannel B2C CX AI 52

Shep Hyken

JANUARY 23, 2023

AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. He assembled a list of the 13 most popular customer experience (CX) blogs. It also includes some findings on why customers would leave your program.

Customer Service 13

Customer Service Artificial Intelligence Contact Center Retail 13

Ameyo Callversations

AUGUST 24, 2022

With the increasing significance of Artificial Intelligence in customer engagement, more businesses are adopting conversational AI. It will also drive chatbot eCommerce transactions to $112 billion by 2023 ( Juniper Research ). Read More: How can Conversational Bots Improve CX? The Way Ahead on Chatbot Trends.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

1 to 1

JANUARY 25, 2024

This year, brands aren’t touting the fact that they use AI (since that’s become table stakes at this point); rather, they’re focused on how to best use it to innovate, drive efficiencies, reduce costs, and improve customer experience. The key to adoption is to bring artificial intelligence to where they [employees] already are,” he said.

Retail 26

Retail AI Artificial Intelligence Contact Center 26

SugarCRM

MAY 25, 2023

Click here to take the 2023 State of CRM survey. The Rise of Artificial Intelligence and Automation AI-powered CRM tools have gained traction, offering features such as predictive analytics, lead scoring, and chatbots. 5 Ways Customer Relationship Management Has Evolved Over The Past Five Years 1.

Customer Relationship Management 26

Customer Relationship Management Customer Relationship CRM Artificial Intelligence 26

Zendesk

MAY 9, 2023

We are challenged to do more with less, but change can also represent opportunity—and it’s possible now to increase efficiency by leveraging new technologies like artificial intelligence (AI) and generative AI. We’re excited to embark on this journey of intelligent CX together.

AI 97

AI CX Sentiment Analysis Artificial Intelligence 97

SurveySensum

JULY 20, 2023

The issues could be – declining product or service quality, lack of innovation or outdated offerings, unfavorable customer service experiences, or uncompetitive pricing compared to alternatives. Embrace innovation: Be open to incorporating innovative solutions, technologies, and strategies that align with customer demands.

Retail 52

Retail Customer Feedback CX Social Media 52

DMG Consulting

NOVEMBER 1, 2022

Today’s artificial intelligence (AI)-enabled KM solutions take it a step further by proactively delivering context-aware knowledge articles to agents so they can provide accurate, consistent, and efficient responses to customers. The more innovative KM solutions now apply ML to identify redundant, outdated, and missing content.

ML 48

ML Artificial Intelligence Outlook Contact Center 48

Ameyo Callversations

JANUARY 12, 2022

Incorporating innovative technologies in businesses brings out many new features and tools to boost the company’s overall communication skills. By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% in 2019. Better Customer Experience (CX).

AI 52

AI Sales Contact Center Artificial Intelligence 52