Intercom

JANUARY 10, 2024

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

Customer Service 100

Customer Service AI Customer Expectations Technology 100

Customer Think

OCTOBER 20, 2023

After a tough and uncertain few years, 64% of CX leaders anticipate bigger budgets in 2024, and 59% say they plan to spend more on technology. Whether your budget is expanding next year or not, customer expectations for convenience, personalization, and digital payment options continue to rise.

Technology 59

Technology Technology CX Customer Expectations 59

Customer Think

DECEMBER 16, 2023

Even the smallest technology is labeled “game-changing” or “next-level.” ” As such, you never really know which technologies are actually useful and will help you transform customer experiences and which ones are simply a fad. Today, everyone and everything is a part of the digital revolution.

Technology 75

Technology Technology Innovation Customer Experience 75

Customer Think

APRIL 19, 2024

In 2024, businesses face shifting customer expectations, evolving technology, and global economic uncertainties. Forget business as usual. In this challenging environment, prioritizing customer success (CS) isn’t an option; it’s a lifeline. Customer-focused companies grow 2.5 times faster than companies not prioritizing CS.

Customer Expectations 59

Customer Expectations Technology Technology Customer Loyalty 59

DMG Consulting

MARCH 27, 2024

The market is experiencing success, and vendors are transforming their solutions into open platforms that incorporate AI technology, are better able to handle digital interactions, and empower agents with more advanced self-service capabilities,” said Donna Fluss, President of DMG Consulting. “As

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

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

Intercom

FEBRUARY 1, 2024

We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?️ This is really accelerating and people are beginning to see the benefits.

Customer Service 97

Customer Service AI Technology Technology 97

Hodusoft

APRIL 1, 2024

HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. The post HoduCC Named Category Leader in 2024 GetApp Awards appeared first on Hodusoft.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today.

CX 64

CX B2B Education Innovation 64

Customer Think

JANUARY 30, 2024

AI will impact Customer Experience (CX) in 2024 in at least three different ways. First, the call center will be transformed as AI plays a larger role in solving customer demands. Second, “citizen developers” in CX and elsewhere will transform their work with automation.

AI 72

AI CX Customer Experience Contact Center 72

NGDATA

JANUARY 18, 2024

In 2024, ad spending is trending back towards normalcy, but more digital than ever. Marketers face societal divisions and unanswered questions regarding technology. Source The post 8 predictions for 2024 as marketing seeks a new normal appeared first on NGDATA.

Technology 52

Technology Technology 52

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. The economic potential of generative AI: The next productivity frontier Of all the customer service trends for 2024, the advent of Generative AI is likely to have the greatest impact.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

DMG Consulting

JANUARY 1, 2024

AI technology, including generative AI, is facilitating key enhancements throughout WEM platforms and setting the stage for a continuous stream of practical innovation that delivers quantifiable benefits to enterprises, employees, and their customers. To order your copy of the Report, visit dmgconsult.com.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

NGDATA

JANUARY 18, 2024

Advanced technology enables personalized financial marketing experiences. A report found that investing in technology and human capabilities to gain customer insights and create personalized solutions increases success. Source The post What Financial Marketers See as Priorities and Challenges for 2024 appeared first on NGDATA.

Technology 52

Technology Technology 52

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

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. Historically, technologies swept through industries like a forceful wave, sometimes obliterating old norms while birthing new frontiers.

Innovation 78

Innovation AI Management Consulting Education 78

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. Which AI technologies should be used? What goals can AI help them achieve: Enhancing self-service?

Contact Center 48

Contact Center AI Artificial Intelligence Compliance 48

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. Ask for a Free demo!

CX 52

CX Omnichannel Contact Center Social Media 52

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

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. The post CX Trends 2024: Unlock the power of intelligent CX appeared first on Zendesk.

CX 52

CX Artificial Intelligence AI Touchpoint 52

Zendesk

JANUARY 17, 2024

The Zendesk Customer Experience Trends Report 2024 dives into why intelligent customer experience is so important. In the wake of evolving technology, organizations need to leverage generative AI , automation, and data analytics to enhance these interactions and provide outstanding consumer experiences.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

Logicalware

NOVEMBER 20, 2023

The shift from on-premises setups to CCaaS is not merely a trend; it’s a strategic move to unlock cutting-edge technologies, enhance the employee experience (EX), and ultimately, elevate the customer experience (CX). Frost and Sullivan’s recent study reveals the European CCaaS market is currently valued at €1.4 Watch the recording here.

AI 52

AI CX Technology Technology 52

Customer Think

JANUARY 6, 2024

For emergent fashion labels in 2024, the ability to anticipate and adapt to these shifts isn’t just beneficial—it’s imperative. The fashion landscape is undergoing a seismic shift as we advance through the 2020s, with new consumer habits, tech progressions, and sustainability being key drivers of change.

Technology 59

Technology Technology 59

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 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

VOZIQ

MARCH 6, 2024

In 2023, the synergy between customer-facing leaders and technology reached new heights. You can use these strategies to integrate AI into your growth roadmap, turn data into impact, and improve your enterprise value in 2024 1. Mastering the art of data and analytics will be instrumental for customer retention breakthroughs in 2024.

AI 40

AI Customer Retention Artificial Intelligence Machine Learning 40

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 […]

AI 49

AI Gaming CX Technology 49

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

Beyond Philosophy

DECEMBER 7, 2023

How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Remember the Last Time We Got Excited About a New Technology? The post Which Is The Better Customer Experience in 2024? It’s hard to remember that time now. Click here !

AI 89

AI Customer Experience Start-ups Education 89

Zendesk

MARCH 7, 2024

WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. Leverage technology: Resources like workforce management software can streamline your efforts and push optimization even further. Promote collaboration: Don’t develop your strategy in a silo.

AI 52

AI Customer Satisfaction CX Construction 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. One of the most exciting events of early 2024 will without any doubt be the launch of Apple’s Vision Pro, a mixed reality (Apple calls it “spatial reality”) device capable of both virtual and augmented reality experiences.

CX 62

CX Customer Experience Entertainment Gaming 62

Zendesk

NOVEMBER 28, 2023

Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. Today, most businesses can access advanced AI technology and be as efficient as Spacely Space Sprockets, the AI-powered factory in The Jetsons , by using AI as a service (AIaaS).

AI 52

AI ML Machine Learning Artificial Intelligence 52

Customer Think

DECEMBER 17, 2023

New self-checkout solution will help retailers level the playing field between in-store and online

Technology 59

Technology Technology Retail 59

Customer Think

FEBRUARY 21, 2024

During the pandemic, brands were nimble and adopted new mobile technologies and strategies to reach their customers digitally. When it comes to the mobile ecosystem, change is the one constant we can count on. In 2023, we saw brands evolve and become more strategic across the mobile customer lifecycle.

Technology 69

Technology Technology 69

Customer Think

FEBRUARY 8, 2024

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been sent to me over the preceding month. I then select the ones that stand out and make the most sense in the current […]

Customer Experience 116

Customer Experience Technology Technology 116

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. Here are the 7 trends in customer service of 2024 that are shaping the future of customer service. However, as we venture into 2024, it’s evident that AI isn’t here to replace humans but to work alongside them.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52