Zendesk

JUNE 17, 2021

Customer expectations have shifted considerably over the past year. What are customer expectations? What are examples of customer expectations? How have customer expectations changed? 5 tips to meet and exceed customer expectations. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Intercom

DECEMBER 13, 2023

Customer service is undergoing rapid change as customer expectations rise, placing higher and higher demands on your team. But meeting these expectations without modern technology is incredibly difficult and comes at a high price: your team’s time. Want to start elevating your customer service with AI?

AI 103

AI Start-ups Customer Service Customer Expectations 103

Intercom

FEBRUARY 20, 2024

If you’re still the person thinking, “I’ll just wait and see how all of this AI stuff plays out,” it’s time to reconsider. If you’re not ready to adopt AI just yet, there’s a good chance your competitors are – and that means customers are already experiencing a new style of support.

AI 52

AI Customer Expectations Technology Technology 52

Zendesk

MAY 30, 2023

This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. AI helps teams boost their productivity, increase efficiency, and meet rising customer expectations at a time when many are being asked to do more with much less.

AI 98

AI CX Customer Expectations Customer Loyalty 98

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments. Real-Time Responsiveness: Meeting customer expectations for instant and relevant interactions poses a challenge.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business.

AI 64

AI Customer Service Artificial Intelligence Gaming 64

RateMyService

FEBRUARY 23, 2024

AI has limitations and human judgment is still essential for excellent customer service The recent case of Air Canada’s chatbot misinforming a grieving passenger about bereavement fares highlights critical challenges of current AI-powered customer service platforms: accuracy and empathy.

AI 52

AI Customer Experience Customer Loyalty CX 52

SurveySensum

FEBRUARY 21, 2024

In today’s business landscape, the integration of artificial intelligence (AI) into customer interactions has become pervasive, spanning industries from retail to healthcare. The concept of “humanizing AI” has emerged as a response to this challenge.

AI 52

AI E-commerce Artificial Intelligence Healthcare 52

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 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

Zendesk

OCTOBER 2, 2023

With the last few years framed by both economic volatility and rapid changes in technology – namely in advancements in AI – priorities are shifting. While digital transformation and systems integration are a constant, customer and employee experience, AI and data security top of mind for IT leaders.

AI 76

AI CX Compliance Technology 76

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Get It Right The First Time - Every Time.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation.

AI 75

AI Customer Service Technology Technology 75

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

ECXO

DECEMBER 20, 2023

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. Evolution of Customer Value: We will trace the evolution of customer value from the agrarian era to the Gen AI era, highlighting the profound shifts that have occurred along the way.

AI 69

AI CXM CX Innovation 69

Customer Think

DECEMBER 11, 2023

In an age where instant gratification is the norm, businesses are turning to generative AI chatbots to meet and exceed customer expectations. These sophisticated chatbots are not mere responders; they’re conversational architects, building bridges between human queries and intelligent, nuanced solutions.

AI 69

AI Customer Experience Customer Expectations Contact Center 69

Win the Customer

DECEMBER 20, 2023

As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Contact Center 69

Contact Center AI Technology Technology 69

Intercom

APRIL 26, 2023

To understand the effects of AI on the customer service industry, we surveyed over 1,000 support leaders and practitioners. Our research shows that 67% of leaders are planning to invest more in AI in the year ahead. But for those support teams that do invest in AI for customer service, there is a significant ROI to be made.

AI 59

AI Customer Expectations Technology Technology 59

Intercom

JULY 26, 2023

According to our research , 69% of support leaders plan to invest more in AI in the year ahead. But not all bots are created equal, so here’s how to find the AI chatbot that’s right for you. As Intercom’s VP of Customer Support, Declan Ivory, puts it : “The question is no longer ‘Should I use AI or not?’;

AI 52

AI Start-ups Customer Service Technology 52

Zendesk

MAY 8, 2023

Zendesk research indicates that AI will affect every customer touchpoint, and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology. The post Consumers expect AI to radically transform service appeared first on Zendesk.

AI 59

AI Artificial Intelligence Touchpoint Technology 59

Zendesk

MAY 24, 2023

AI has been a part of pop culture for generations (enter: The Terminator), but the recent developments of ChatGPT and AI-powered bots have breathed new life into the conversation surrounding its role in business. How can AI help customer service? How can AI help customer service?

AI 88

AI Customer Service Machine Learning Technology 88

Zendesk

MARCH 8, 2023

By leveraging AI and data analysis , businesses can meet this demand while providing effective, personalized support. The good news is that these custom conversational experiences can be delivered with agility and at scale, without having to adopt new tools or significantly boost headcount.

AI 98

AI Sentiment Analysis Omnichannel CX 98

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 83

Retail AI Customer Experience E-commerce 83

Intercom

JUNE 14, 2023

Since we published the 2023 edition of our Customer Service Trends Report earlier this year, we’ve gotten a lot of questions about how recent AI developments would impact the customer service landscape in the months and years to come. AI will enhance the role of humans in support, not replace them.

AI 59

AI Customer Service Technology Technology 59

Zendesk

APRIL 12, 2023

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays—even dad jokes. What are generative AI and large language models (LLMs)?

AI 98

AI Engineering Start-ups Legal 98

Lightico

NOVEMBER 29, 2023

Traditional IVR setups, with their menu-driven structures and limited capabilities, are proving inadequate in an era where customers seek seamless, end-to-end solutions through automated systems. Lengthy and convoluted menus can impede navigation, resulting in a disconnect between what customers seek and what the IVR can offer.

Customer Expectations 52

Customer Expectations Customer Satisfaction Technology Technology 52

Ameyo Callversations

FEBRUARY 9, 2022

Communicating with customers is not a trivial task in today’s time. Customer expectations are rising steadily, and they expect unforgettable interactions when interacting with a business. Yet, responding to customers according to their preferred channel at the desired time can be cumbersome.

AI 98

AI Artificial Intelligence Machine Learning E-commerce 98

Customer Experience Matrix

JULY 1, 2023

Like everyone else in martech land, I’ve been pondering the future of marketing in a world populated with AI. Most research I’ve seen agrees with this Hubspot report that marketers’ top application for generative AI has been content creation (48%), followed closely by data analysis (45%) and learning how to things (45%).

AI 59

AI Manufacturing Omnichannel Technology 59

ECXO

JANUARY 16, 2024

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. Evolution of Customer Value: We will trace the evolution of customer value from the agrarian era to the Gen AI era, highlighting the profound shifts that have occurred along the way.

AI 52

AI CXM CX Innovation 52

Zendesk

FEBRUARY 12, 2024

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. Workforce engagement management is key to not only meeting, but exceeding customer expectations. This brings huge opportunities to customers of all sizes.”

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Zendesk

DECEMBER 1, 2022

Service teams have a ton on their plates right now, and customers expect seamless, instantaneous customer support. And while AI can certainly be used to make support agents’ lives easier, it’s too difficult to implement without an army of developers and accruing high costs…right?

AI 52

AI Customer Service Innovation Customer Expectations 52

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. At Intercom, we firmly believe that AI will turn customer service into a more fulfilling, impactful, and opportunity-filled career.

AI 59

AI Engineering Start-ups Customer Service 59

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Predictive Analytics 52

Beyond Philosophy

MAY 1, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. A massive gap exists. Click here to learn more. How can we help?

Customer Expectations 60

Customer Expectations Predictive Analytics Management Consulting Customer Relationship 60

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

Zendesk

MAY 17, 2023

For CX leaders, the current moment can feel a bit like whiplash: on the one hand, rising customer expectations and tighter budgets pose significant challenges to their businesses, yet rapid developments in artificial intelligence promise to radically elevate customer experiences.

AI 52

AI Artificial Intelligence Customer Experience Customer Retention 52

Experience Investigators

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

AI 52

AI Customer Service Customer Experience Machine Learning 52