Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. The solutions are all based on a customer’s specific preferences, behaviors, and needs. What is Hyper-Personalization in a Contact Center? It’s worth it!

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

DMG Consulting

AUGUST 10, 2023

Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session. For customers, it creates a welcoming and positive discussion (spoken or written) with an individual who is their advocate.

Artificial Intelligence 48

Artificial Intelligence Predictive Analytics Compliance AI 48

DMG Consulting

MAY 2, 2021

Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat, SMS, messaging, social media, etc.), Customers expect companies to provide them with effective self-service tools in all voice and digital channels.). they become much easier to automate.

Contact Center 74

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 74

SugarCRM

MARCH 30, 2021

Gartner, the global research and advisory firm, reported in June 2019 that the market for customer relationship management (CRM) software grew 15.6% It started with Sugar’s acquisition of Node , a company that created the industry’s first AI-as-a-service platform. Predictive Insight. A New Frontier in CX.

CX 26

CX Customer Experience CRM Manufacturing 26

ECXO

JULY 26, 2023

This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority.

Predictive Analytics 98

Predictive Analytics Education Touchpoint CX 98

Zendesk

SEPTEMBER 5, 2023

Customers expect seamless and personalized interactions that can keep up with the fast-paced, interconnected landscape of today’s digital world. Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

SugarCRM

JUNE 7, 2021

Before we get to that, though, let’s talk about a key technology that both teams will have in common when working at a modern company determined to keep current with the fast-paced digital economy. Sales and the High Definition Customer Experience (HD-CX).

Sales 48

Sales Predictive Analytics CRM Customer Relationship Management 48

SurveySensum

JANUARY 26, 2022

Customer expectations are constantly changing, and keeping on par with it to meet your customer needs can help you enhance your business’s CX. Various aspects of customer experience have evolved. . Moreover, AI enhances CX remarkably. What are the trends affecting customer service?

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

Zendesk

OCTOBER 5, 2022

After going through a lengthy sales process, closing, and implementation, customers will expect a certain level of care. That level of personalization requires more powerful technology. An integrated customer experience platform can compile inputs from multiple sources into a single view. That amounts to about $1.3M

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98