Lumoa

FEBRUARY 6, 2024

Lumoa Product News for January 2024 Hey everyone! GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback! Topic Modeling Improvements We wanted to give you a peak under the hood and talk about an improvement we are making into how our AI creates Topics.

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DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

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Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Security Matters Security is on everyone’s mind in 2024, as it should be. ” The post Industry Report: State of the Contact Center 2024 first appeared on Fonolo.

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Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

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Fonolo

DECEMBER 8, 2023

We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology. Our 2024 trends document covers it all. In 2024, we think they will get a major glow-up as companies embrace a much more intelligent version of chatbots.

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TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem.

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Intercom

JANUARY 10, 2024

In just 12 months, generative AI went from being an emerging possibility to a stop-you-in-your-tracks, drop-everything phenomenon. It’s transforming the customer service landscape at lightning speed, and heading into 2024, the race for competitive advantage is well and truly on. Out with the old, in with the new.

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Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. AI presents opportunities to shift some routine tasks off the backs of human employees and onto AI systems.

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DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Decision-makers are considering many factors, including: Is it safe to use AI?

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Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. Let Totango support your business growth in 2024 We’re excited about the future of customer success and the role we can play in business growth for 2024.

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VOZIQ

MARCH 6, 2024

In particular, artificial intelligence (AI) played a vital role in helping them achieve customer retention and lifetime value breakthroughs. You can use these strategies to integrate AI into your growth roadmap, turn data into impact, and improve your enterprise value in 2024 1. This is not enough.

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Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces.

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Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Rising customer expectations Now that customers know how AI can improve their support experience, they’re not willing to wait around for anything less.

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NGDATA

JANUARY 25, 2024

Looking to 2024, some changes are predictable, such as fluctuating interest rates and increased AI use, while others are uncertain. Source The post 6 predictions for 2024 appeared first on NGDATA. Each year has been unique, even when dealing with familiar issues.

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Execs In The Know

MAY 23, 2024

May 23, 2024 — Global customer experience (CX) industry leader Execs In The Know has partnered with COPC, the global leader in the training and certification of the COPC CX Standard , to present a comprehensive 2.5-day day live training: Foundations in AI for CX Certification Program. PHOENIX, Ariz.,

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Beyond Philosophy

DECEMBER 29, 2023

Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. In this episode, we look back at what we learned in 2023 and how it can help us in 2024. The post 6 Incredibly Important Learnings from 2023 Critical to Apply in 2024 appeared first on Beyond Philosophy.

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DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

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Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too.

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SurveySensum

MAY 31, 2024

“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. AI isn’t just talk anymore, it’s turning out to be a strategic tool in the business realm.

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Execs In The Know

FEBRUARY 5, 2024

2024 is the Year of the Wood Dragon, which is thought to signify unprecedented opportunities for evolution and abundance. While an emerging approach, a Gartner survey suggests that investments in hyper-automation will increase in 2024, making it a strategic technology trend to watch out for.

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Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. This year is about artificial intelligence (AI). The same thing is happening with AI. Click here !

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Zendesk

NOVEMBER 28, 2023

What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems. Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. If you’re new to this, no worries.

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Customer Think

MAY 7, 2024

The News On April 15 to April 18, 2024, Zendesk held its annual Relate event, including a half day analyst track on April 15. It was about Zendesk’s strategy, which revolves around – no surprise here – AI to deliver better customer experiences. The event was attended by around 1,600 customers, partners and analysts.

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NGDATA

DECEMBER 12, 2023

The dynamic digital marketing landscape in 2024 will be shaped by advanced AI personalization, voice search optimization, interactive content dominance, blockchain for enhanced security, augmented reality in e-commerce, sustainability marketing, and the evolution of video content toward short-form, live streaming, and interactive formats.

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The Customer Service Blog

JANUARY 4, 2024

The Institute of Customer Service will be holding their Annual Conference on 12th March 2024 at the London Hilton Hotel on Park Lane. The event is open to members and non-members. The event is the biggest forum for customer service thought leadership and best practice in the UK.

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DMG Consulting

JANUARY 3, 2024

Welcome to the 2024 Contact Center 2024 is starting off against a backdrop that includes an uncertain economy, massive technology innovation, and a workforce with changing expectations. It’s a confusing time, and the risks are significant as these solutions are new, can be expensive, and may take longer than expected to implement.

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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. The challenge in 2024? 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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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.

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Customer Think

JANUARY 20, 2024

At the forefront of 2024 is the unstoppable wave of technological innovation. 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. Pipedrive’s The State of Sales & Marketing Report found companies that […]

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Customer Think

DECEMBER 11, 2023

Everybody (and their dog), has some predictions for 2024. Last year, I published three humble wishes to better the industry – and I am sad to say, that my three wishes stay wishes also in 2024. It is this time of the year. As you can guess, reading this, I am participating in this game. I’d say […]

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DMG Consulting

JUNE 6, 2024

The Importance of Contact Center Data for AI Initiatives June 2024 Contact centers are a great source of customer-centric data, as most of what is done for customers and prospects is captured and recorded by one or more of the department’s systems or applications. The fuel or enabler for AI initiatives is data.

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Zendesk

JANUARY 17, 2024

They fall into three innovation areas: AI and intelligent experiences Data and trustworthy experiences Next gen and immersive experiences AI and intelligent experiences The best customer experience is one with a personal touch. 70% of CX leaders plan to integrate generative AI into many of their touchpoints in the next two years.

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Intercom

MAY 31, 2024

In 2024, AI changes all that. Here are a few ways going AI-first can help you and your team connect with your work on a deeper level. Now, with AI agents attending to most routine queries, human team members are tasked with resolving more complex, nuanced problems. The future for support teams in the age of AI is bright.

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VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. “We are delighted to be a part of Hawx Pest Control’s AI-enabled transformation journey.

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