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

Zonka Feedback

DECEMBER 26, 2023

The future of surveys is here, powered by AI! In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. These innovative technologies are reshaping the way we gather and interpret information, providing unprecedented insights and efficiency.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions. ClientSuccess sets the standard for being powerfully simple and simply powerful.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Zendesk

JULY 12, 2023

For most people, it’s a dazzling and fascinating new technology that promises to upend the world as they know it. One of those experts, AWS’ Deepam Mishra , has seen—and been directly involved in—the rise of AI for well over 15 years.

AI 52

AI ML Artificial Intelligence Machine Learning 52

Hodusoft

DECEMBER 16, 2022

Call Center Technology Trends Every Business Leaders Must Know. Call center technologies are the most effective way to accelerate and optimize day-to-day call center operations. As modern trends dominate communication technology, business leaders must understand and follow these trends to thrive in their respective businesses.

Technology 52

Technology Technology Omnichannel Social Media 52

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience? 3 ways to use AI customer experience.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

VOZIQ

NOVEMBER 14, 2023

How do we ensure precision targeting for proactive actions at scale? Harnessing the transformative power of artificial intelligence (AI) can be the key differentiator in this chase. Strategize: Maximize The Value Of Assets With AI The foundation of an effective AI-powered customer retention initiative lies in a well-crafted strategy.

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

Callminer

FEBRUARY 19, 2020

From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Uniphore

NOVEMBER 17, 2021

In this article, we explore how AI-powered speech analytics are helping wealth management firms to: Comply with Record-Keeping Regulations. Conversational AI-powered speech analytics can record, organize and analyze thousands of conversations with greater speed and accuracy than quality assurance (QA) teams ever could on their own.

Compliance 130

Compliance Actionable Insights AI Sales 130

Uniphore

JUNE 22, 2021

Yet, beneath these videos and comics is a wellspring of actionable insights. By leaning in and listening to the gripes your employees face, you can glean actionable insights that can make all the difference. #3 Check it out! We’re often trained to tune out employee rants and to take caricatures with a grain of salt.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Zendesk

APRIL 24, 2023

Economic pressure, austerity measures, and layoffs have cast a dark shadow on the workplace in recent months, but recent advancements in AI have brought hope for brighter days ahead. With the whirlwind of new AI tools and capabilities coming onto the market, organizations need to be thoughtful and strategic about how they use AI.

AI 52

AI Legal Gaming Actionable Insights 52

SugarCRM

MARCH 10, 2021

And most technology is just making all of this harder. All with the hope of informing an individual, spotting a trend or outlier, and us ing that information to form an insight that will spur action and success. . . The Power of SugarPredict: Actionable Insight . With SugarPredict, it just works.

AI 49

AI Artificial Intelligence Actionable Insights Construction 49

SugarCRM

NOVEMBER 24, 2022

This article explores seven ways organizations can harness the speed of technology to quickly bring customer and analytics insights to the surface, drive high-definition customer experiences, and reverse the “Great Customer Resignation.” Improve customer success at scale with AI and predictive analytics.

Technology 40

Technology Technology CRM Predictive Analytics 40

Execs In The Know

APRIL 10, 2024

Furthermore, it introduces the transformative impact of artificial intelligence (AI) and technology in elevating customer experience strategies, making it an invaluable read for brands looking to foster stronger relationships and drive success. Read and download the April issue of CX Insight magazine.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. This is a very exciting combination of technologies in a growing market”, says Aleksi Partanen , partner at Icebreaker.vc.

Net Promoter Score 121

Net Promoter Score AI Customer Experience Machine Learning 121

DMG Consulting

JANUARY 1, 2024

The need for WEM applications and tools that elevate the CX, engage and empower employees, deliver actionable insights to enterprise managers, and improve contact center quality and productivity has never been greater. WEM is evolving to meet the dynamic needs of artificial intelligence (AI)-enabled enterprises and service functions.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

SugarCRM

MAY 5, 2022

We wanted to understand how technology is transforming the expectations of sales and marketing leaders and their customers, which roadblocks and blind spots are causing sales friction and contributing to churn, the impact of misalignment between sales and marketing, and the impact this has on organizations. Enhancing digital experiences.

AI 49

AI CRM Touchpoint B2B 49

Experience Investigators

MAY 7, 2024

Jignesh Shah from Blackhawk Network chimes in on the art of memorable customer feedback, while Lorraine Schumacher, CX Executive Advisor, and Karyn Furstman of CustomersFurst bring us back to basics, reminding us of the importance of fundamental standards in the era of AI.

CX 52

CX Healthcare Actionable Insights AI 52

CSAT.AI

NOVEMBER 17, 2022

Automation covers technologies across many processes and fields. In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. AI can monitor and provide quality assurance (QA) analysis for interactions in real time so managers don’t have to do it manually.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. AI is Personalizing the Customer Experience . Conversational AI (Chatbots). AI is Improving the Agent Experience and Increasing Agent Efficiency . Predictive Call Routing.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Comm100

APRIL 2, 2024

– Analyzing Feedback for Actionable Insights: Collecting feedback is only the first step; analyzing this data for actionable insights is where the real improvement begins. Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand.

Customer Satisfaction 95

Customer Satisfaction CRM Actionable Insights Social Media 95

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 92

B2B ML CRM Customer Relationship Management 92

Customer Service Life

MARCH 15, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019.

AI 63

AI Machine Learning CX Net Promoter Score 63

Hodusoft

SEPTEMBER 18, 2023

With the advancements in technology, the industry expanded towards more complex processes like finance and accounting, IT services, and human resources. About the 12th BPO Innovation Summit At the 12th BPO Innovation Summit, participants can expect to gain fruitful insights into how technology is reforming the BPO industry.

Innovation 52

Innovation Artificial Intelligence Data Entry ML 52

Uniphore

JUNE 7, 2021

For those still holding out, the primary concern was the business case for the technology. By automating as many tasks as possible, the technology leaves your agents free to offer empathy to the customer and make sure they feel heard. Everything you wanted to know about assisting your agents with AI and RPA.

Contact Center 147

Contact Center Actionable Insights AI Start-ups 147

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

Lumoa

JANUARY 24, 2024

Large volumes of qualitative data turn into actionable insights. Personalization at Scale : This technology enables you to treat each customer as an individual, offering personalized experiences that resonate and build loyalty. Lumoa’s software is also enhanced with cutting-edge technology.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Zendesk

MARCH 7, 2024

WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. Organizations can also lean on AI-powered reviews that speed up the QA process—giving them the feedback they need to improve their processes.

AI 52

AI Customer Satisfaction CX Construction 52

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Artificial Intelligence (AI) might be useful, but what good is it if it isn’t helping customers feel any better about your brand?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Logicalware

MAY 24, 2023

The creation of ACD systems and IVR As technology advanced, contact centres evolved in tandem. Cloud-based contact centres In recent years, the contact centre industry has witnessed a revolution driven by cloud technology. The pandemic has acted as a transformative force for technological innovation, particularly AI.

Artificial Intelligence 52

Artificial Intelligence AI Social Media Innovation 52

Experience Investigators

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. AI isn’t just about tech; it’s about empathy. Let’s discuss common missteps, mistakes, and general mayhem to avoid!

Customer Experience 52

Customer Experience Close the Loop Customer Journey Map Omnichannel 52

ECXO

NOVEMBER 9, 2023

Prepare to be inspired and equipped with actionable insights that can truly make a difference. Which is passionate about Conversational AI to empower every person and every organization to achieve more. With clarity and precision, she imparts pivotal concepts and initiates a journey towards sustainable, positive impact.

CX 52

CX CXM Government Contact Center 52

Sprinklr

OCTOBER 20, 2021

Monitor and analyze results with visual insights that help you aggregate millions of data points in one place. Surface actionable insights across billions of data-points by using industry-leading AI for unstructured data. Share insights internally and externally to fuel collaboration and innovation across your enterprise.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

Lumoa

FEBRUARY 14, 2024

AI and ML will be able to offer customers a degree of personalization they have not yet experienced because of their ability to: Deliver individualistic, personalized experiences by analyzing each customer’s purchasing history, browsing habits, and demographic information Offer 24/7 customer support through AI chatbots and interactive guides.

Customer Experience 83

Customer Experience ML Social Media CX 83

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. In a few years, there will be rapid growth in companies adopting this technology to cater to the high demands of customers.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52