CSAT.AI

JANUARY 25, 2023

Though Microsoft’s 2022 Work Trends Index indicates 38% of workers globally are in hybrid models, there are cultures for which WFH is not practical. Though Microsoft’s 2022 Work Trends Index indicates 38% of workers globally are in hybrid models, there are cultures for which WFH is not practical.

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

ECXO

JULY 21, 2023

Creating Engaging Experiences in Real-Time The European Customer Experience Organization (ECXO) , in partnership with SAS , is delighted to announce and invite you to a new practical discussion: –Creating Engaging Experiences in Real-time. Reframing the B2B Engagement Journey is a practical discussion by experts.

B2B 40

B2B CX AI Omnichannel 40

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

CXM 71

CXM CX Sports Customer Experience Management 71

VOZIQ

JANUARY 17, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. Predictions 2022: B2C CMOs Need to Adapt or Get Sidelined. Are your predictions for 2022 written in stone? Learn more.

B2C 40

B2C Customer Retention AI CX 40

MattsenKumar

SEPTEMBER 21, 2023

As companies intensify their quest to deepen customer relationships, this technology emerges as a linchpin. It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. They are still important.

CX 123

CX Customer Experience Non-Profits Social Media 123

Shep Hyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Why would you want to put more friction into a customer journey? Why would you want to put more friction into a customer journey?

Customer Service 61

Customer Service Artificial Intelligence AI Sports 61

Execs In The Know

AUGUST 25, 2022

PHOENIX, ARIZONA, US, (PRWEB) AUGUST 25, 2022 – Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of CX Viewpoints: Insurance — A Survey of Retail Customers of Insurance Products. At Genesys, we believe that every moment matters.

CX 45

CX Retail Engineering Technology 45

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. What: Releases a Special Report on The State of Artificial Intelligence in Contact Centers . When: Today, 9 February 2022. MEDIA ALERT. Driving a new era in the servicing sector.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Touchpoint 48

Zendesk

MARCH 9, 2023

With 74 percent of business leaders saying that customer service has become even more important due to the economic downturn, companies must ensure that their service teams are set up for success. Meanwhile, customers want better service—especially since the pandemic—and they’re growing impatient for it.

Education 52

Education CX Customer Retention Business Growth 52

Aquire

JANUARY 24, 2022

You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. How does your CX strategy stack up? Take the assessment to find out. Gartner ).

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Global Call Centre Research Network [2].

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Execs In The Know

MARCH 22, 2023

You can check out their perspectives below, or read and download the full CX Leaders Trends & Insights: 2022 Corporate Edition report here. Paul Brandt Chief Experience Officer Pg. So it is exciting to see that, for a majority of CX leaders, the shift to WFH over the last few years has been positive.

CX 52

CX Contact Center Start-ups Education 52

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Technology 52

Fonolo

NOVEMBER 11, 2022

2022 was a wild ride as people continued emerging from COVID lockdowns but retained many of the new behaviors and norms established during the pandemic. 2022 was a wild ride as people continued emerging from COVID lockdowns but retained many of the new behaviors and norms established during the pandemic. Last year was no exception.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. They’re not the only ones: research by Facebook in 2020 uncovered that 63 percent of global shoppers enjoyed discovering items they weren’t actively looking for. NFTs & the branded economy.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

SurveySensum

NOVEMBER 7, 2023

Did you know that 79% of people shop on their mobile devices at least once in 6 months And no matter how attractive or data-driven your marketing campaigns are if you don’t provide a positive mobile CX to your customers then they are 62% less likely to make any future purchases from you? What is Mobile Customer Experience?

Customer Experience 52

Customer Experience E-commerce Start-ups Social Media 52

Zendesk

JANUARY 7, 2022

Today’s businesses are looking to provide customers with improved experiences while decreasing service costs—and they’re quickly learning that chatbots and conversational AI can facilitate these goals. By 2024, experts say the global chatbot market will reach $9.4 What’s the difference between chatbots and conversational AI?

AI 98

AI Machine Learning Artificial Intelligence ML 98

Qualtrics

DECEMBER 3, 2021

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. Read our analysis and tips on balancing labor shortage with great CX. Key labor statistics.

Customer Experience 49

Customer Experience Hospitality Hospitality Non-Profits 49

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service.

CX 75

CX Start-ups Technology Technology 75

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. An excellent example of a company that has successfully implemented customer-centric initiatives is Amazon.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. An excellent example of a company that has successfully implemented customer-centric initiatives is Amazon.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 20, 2023

Imagine if the next customer didn’t bother with entering the code manually and left the store feeling disappointed. If the store had sent me a survey right after my visit, inquiring about my shopping experience, I would have gladly highlighted the QR scan issue. So, I asked a salesperson to help me. Sounds like a plan, right?

Retail 52

Retail Customer Feedback CX Social Media 52

SugarCRM

MAY 10, 2022

After a challenging year, we felt nothing but pure excitement, thanks to You—our customers. We’ve since expanded SugarPredict’s powerful AI capabilities by adding sentiment analysis, designed to supercharge every sales and service interaction with the power of knowing each customer and prospect emotional state and intent.

Sentiment Analysis 26

Sentiment Analysis CRM Customer Relationship Management B2C 26