CommBox

JULY 11, 2024

Introduction to AI Customer Service In the 1950s, John McCarthy, known as the founding father of Artificial Intelligence, coined the term. In the early days, the main goal was to explore whether AI machines could simulate specific characteristics of human intelligence and logic-solving. What’s AI in Customer Service?

Sentiment Analysis 52

Sentiment Analysis AI Artificial Intelligence Predictive Analytics 52

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.

Outlook 59

Outlook Technology Technology Sales 59

Execs In The Know

OCTOBER 22, 2024

In today’s digital age, artificial intelligence (AI) has transitioned from a mere trend to an essential component of customer service solutions. At OP360, we pride ourselves on being at the forefront of AI integration, leveraging a vendor-agnostic approach that prioritizes effectiveness and ease of operation.

Technology 52

Technology Technology Artificial Intelligence Customer Experience 52

Intercom

OCTOBER 10, 2024

We’ve just hosted our inaugural AI customer service summit, Pioneer , and there are so many incredible insights and stories to share. Thousands of customer service and tech enthusiasts joined us, both in person in London and online via livestream, to explore how AI is transforming the support space.

AI 55

AI Customer Service Entertainment Technology 55

DMG Consulting

SEPTEMBER 6, 2024

Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. The post Conversational AI Competitive Landscape appeared first on DMG Consulting.

AI 62

AI Artificial Intelligence Contact Center CRM 62

SurveySensum

OCTOBER 23, 2024

In Technology & Services Average NPS score – 61 This sector is quite wide, and the businesses provide a wide range of services – from IT support to software development. These companies are often known for their innovative and customer-centric approach, making way for the average NPS score of 61.

NPS 52

NPS E-commerce Transportation Healthcare 52

DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

DMG Consulting

JANUARY 1, 2024

WEM is evolving to meet the dynamic needs of artificial intelligence (AI)-enabled enterprises and service functions. This Report is intended to help contact center, IT, and enterprise leaders select the optimal solutions, technology, functionality, and partner to meet their organization’s current and future WEM requirements.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

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.

AI 98

AI Unstructured Data Engineering Start-ups 98

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. This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. Riding this wave demands companies to embrace an adaptive mindset.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

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.,

AI 52

AI CX Innovation Contact Center 52

Execs In The Know

AUGUST 27, 2024

The 2024 results are concerning, with 39 percent of brands reporting a drop in service quality, a significant increase from 17 percent in 2023. Today’s consumers have experienced firsthand the innovative approaches of leading brands, setting a new benchmark for all businesses. For many companies, the solution is AI.

CX 105

CX AI Contact Center Machine Learning 105

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. If the technology works as promised, roll it out to the rest of the department; if it doesn’t function as promised, move on.

Contact Center 48

Contact Center Artificial Intelligence AI Social Media 48

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.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

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.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. As a result, they expect seamless omnichannel experiences.

CX 52

CX Omnichannel Contact Center Social Media 52

Zendesk

JANUARY 17, 2024

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. 70% of CX leaders plan to integrate generative AI into many of their touchpoints in the next two years.

CX 52

CX Artificial Intelligence AI Touchpoint 52

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.

Contact Center 48

Contact Center Artificial Intelligence AI Customer Relationship Management 48

Zendesk

DECEMBER 14, 2023

.” But the right tools, the right strategy, and the right technological innovations solve for these problems. Conversations with Zendesk will be back in 2024 with new episodes. Catch us on January 17th where we sit down with Joey Edwards to discuss the research that went into the upcoming 2024 CX Trends report.

AI 69

AI Customer Service Retail Innovation 69

Hodusoft

OCTOBER 2, 2024

AI in Healthcare: A Comprehensive Guide on How AI Can Revolutionize Patient Care “Al has the potential to markedly improve productivity, efficiency, workflow, accuracy, and speed, both for physicians and for patients. How Can AI Help in Overcoming Challenges in the Healthcare Sector? Read on and thank us later.

Healthcare 52

Healthcare AI Contact Center Unstructured Data 52

Zendesk

JANUARY 17, 2024

Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. Roughly 65 years later, innovators and scientists had built on the Wrights’ discovery to propel humans to the moon. What is intelligent customer experience?

Customer Experience 52

Customer Experience Omnichannel E-commerce AI 52

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. The Report analyzes WFM market activity and provides 5-year projections.

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. “The

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights AI 48

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in call centers enhances customer satisfaction by helping teams offer faster support.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

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.

AI 52

AI Artificial Intelligence Social Media CX 52

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-based AI software is the answer to that demand.

AI 130

AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. But this is just the start of many innovations being introduced into the WFM market. DMG Consulting’s annual global survey of contact center and CX leaders reveals a high level of interest in WFM capabilities for 2024.

AI 48

AI Contact Center ML Artificial Intelligence 48

1 to 1

JANUARY 25, 2024

It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere.

Retail 26

Retail AI Artificial Intelligence Contact Center 26

DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology.

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

1 to 1

JUNE 24, 2024

The show — its largest to date — featured two expo halls full of AI and other tech vendors touting their digital wares. The yin and yang of people and technology was on full display. Conversations volleyed between AI and data analysis to mental health and employee burnout. Technology alone is not the answer. “We

Technology 29

Technology Technology Contact Center AI 29

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.

AI 69

AI Innovation Technology Technology 69

Execs In The Know

APRIL 25, 2024

The Enterprise Conversational AI market is fundamentally broken. Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62 billion by the end of 2024 and expected to grow to $1.3 billion by the end of 2024 and expected to grow to $1.3

AI 52

AI CXM Engineering Business Operations 52

Execs In The Know

MARCH 31, 2024

She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts. Sedlak pointed out that this process is crucial for continuous improvement and innovation. Come learn, share, network, and engage to innovate. Registration for CRS Palm Springs is now open.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

Experience Investigators

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction.

CX 52

CX Manufacturing AI Innovation 52

Steven Van Belleghem

NOVEMBER 28, 2023

Just think how this could change the game for all your customer facing teams if they are augmented with this technology. Generative AI for enterprises now basically allows every type of company to personalize their content (marketing) and customer interactions, fast, in a relevant manner and at very large scale.

CX 62

CX Customer Experience Entertainment Gaming 62

VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. November is here, and it’s time for charting the course of goal setting and strategic planning for 2024.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Zendesk

FEBRUARY 12, 2024

It covers everything from customer service best practices to the latest technology and tactics for enhancing customer interactions. With interviews featuring CEOs, CMOs, and other senior leaders, this podcast provides valuable insights into leveraging data, personalization, and innovative approaches to enhance customer experiences.

Customer Service 52

Customer Service Customer Retention CX Social Media 52