Zendesk

JANUARY 17, 2024

From greatly reduced CX costs to improved customer affinity, the era of intelligent CX will deliver a new level of connection between customers and the organizations they purchase from. At Zendesk, we think deeply about the customer experience and how to make it better for every party involved.

CX 52

CX Artificial Intelligence AI Touchpoint 52

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

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 will be Preferred CX Platform. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

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. In fact, 63% of customers churn after a bad experience.*.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Customer Expectations 52

Customer Expectations CX Net Promoter Score Customer Experience Management 52

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

Ameyo Callversations

JUNE 1, 2022

Conversational AI facilitates accessible communication between humans and machines through text or speech. The best form of conversational AI can create natural human sort of interactions. 70% use bots to retrieve information for their agents so they can offer recommendations to customers and resolve their queries in quick time.

AI 52

AI Artificial Intelligence CX Machine Learning 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

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

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. How can you utilize this knowledge to enhance customer experience (CX)?

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

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

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. Customer Service in Retail: 3 Ways to Solve Problems This Holiday Season.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

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

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

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

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

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

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

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

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

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

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

SugarCRM

JANUARY 3, 2022

Customer Data + AI: Creating Personalized, Empathetic Customer Experiences. Pandemic disruption continues to teach us that companies operating from a place of empathy and customer knowledge build stronger relationships and loyalty—the hallmarks of an effective marketing strategy. AI: A Marketing Tool to Improve CX.

AI 52

AI Sentiment Analysis Artificial Intelligence CX 52

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

DMG Consulting

FEBRUARY 14, 2022

AI is Transforming Contact Centers. Artificial intelligence (AI) is awe-inspiring, and while these technologies are in their early days, they have already demonstrated their ability to function as a change agent in contact centers, customer service departments, customer experience (CX) functions and sales organizations.

Contact Center 48

Contact Center AI Artificial Intelligence Innovation 48

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

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. If your employee is unhappy, the chances of your customer being unhappy are high.

CX 52

CX Customer Experience AI Artificial Intelligence 52

Customer Think

AUGUST 15, 2023

In today’s fast-paced and ever-changing business landscape, staying ahead of the competition requires organizations to embrace innovative technologies that can enhance customer experience. As customer expectations evolve, businesses must adapt to deliver fast, personalized, and convenient experiences across all communication channels.

AI 52

AI Customer Experience Innovation Customer Expectations 52

Zendesk

MARCH 24, 2023

Many employees are still remote, and customers expect to connect with your company on their mobile devices. Customers must be able to get the information they need, on demand. How Zendesk powers CX success at scale “The key is automation. This system allows us to be truly customer-centric in our approach to support.”

AI 52

AI Customer Service Social Media CRM 52

SugarCRM

FEBRUARY 28, 2023

Successful CX strategies go hand in hand with tech solutions that aid personalization and engagement. Such solutions heavily rely on customer relationship management (CRM) software in the business space. How AI and ML Change Companies’ Data Strategy? But with great volumes of data, there appears a new issue: data accuracy.

AI 26

AI Data Entry CX CRM 26

Customer Think

JUNE 13, 2023

Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs, and map the journeys of customer personas, all with the aim to meet customer expectations and provide wow moments along that journey.

AI 59

AI Customer Expectations CX Customer Experience 59

Zendesk

AUGUST 3, 2022

The highly competitive landscape creates challenges for fintechs who want to attract customers away from traditional financial service providers. That’s why fintech leaders are investing in delivering exceptional customer experiences—wherever their customers are, and whenever they reach out.

CX 98

CX Omnichannel Start-ups Customer Service 98

SugarCRM

SEPTEMBER 26, 2023

A growing number of businesses are eager to invest in predictive data analytics to accelerate their CX strategies. But there still is a question: How can companies make customer data actionable to transition from a reactive to a proactive CX approach?

CRM 26

CRM AI Sentiment Analysis Invoicing 26

Uniphore

NOVEMBER 11, 2021

Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130