Intercom, Inc.

OCTOBER 22, 2020

Nate agrees, believing that a great customer experience requires taking a holistic, strategic approach that encompasses a wide range of factors – from strategy and leadership to the voice of the customer, experience engineering, and employee experience. Experience engineering. Strategy and leadership.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Intercom

JUNE 1, 2023

The world of customer service is rapidly changing, fueled by the transformative power of AI. As organizations strive to provide exceptional customer experiences, keeping pace with the advancements in AI – and automation and integrating that technology – has become a top priority for support leaders. AI is here to stay.

AI 52

AI Start-ups Technology Technology 52

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. Now let’s talk about how automation can help in delivering exceptional CX.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

CommBox

MARCH 26, 2023

Meanwhile, big tech players are busy integrating AI into their offerings. Microsoft has announced its “ AI co-pilot for the web ” incorporating ChatGPT’s capabilities into the Bing search engine. But what does this AI platform really mean for the world of customer experience and customer communication? What is ChatGPT?

CX 52

CX AI Sentiment Analysis Omnichannel 52

SurveySensum

MARCH 20, 2024

Just pick your survey types, be it NPS, CES , onboarding, CSI, or SSI, customize it in your brand colors, and you can launch a survey in just 3 minutes. It also offers effective AI analysis of customer feedback. Qualaroo also uses advanced AI features to understand customer sentiment and emotional responses from open-ended feedback.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. Finally, we will have an updated, self-service survey engine released this year!

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Logicalware

AUGUST 16, 2022

Fourth, you’ll need a solution with an analytics engine. But with an analytics engine, you can offer much more intelligent customer service. For example, chatbots with an analytics engine can recognise when a customer has been navigating around your payment pages and offer contextual support regarding payments.

Engineering 98

Engineering Start-ups Sales NPS 98

Intercom

DECEMBER 14, 2023

If you haven’t noticed already, chances are you’re going to pick up a bit of a theme here – 2023 was the year AI changed everything. It’s been an incredibly exciting year – and we have big plans for the year ahead, as we continue to tell extraordinary stories from the frontlines of the AI revolution. Here’s Fergal Reid.

AI 98

AI Start-ups Legal Technology 98

SurveySensum

AUGUST 3, 2023

It lets you create various surveys like NPS, CES, CSAT, etc., The platform employs AI-driven Text Analytics software to gauge customer sentiments accurately, providing deeper insights into customer emotions. Implement regular NPS surveys to gauge customer loyalty and satisfaction. Specialized in conducting NPS surveys.

B2B 52

B2B NPS Text Analytics Net Promoter Score 52

Shep Hyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. This can be achieved in a few ways including post-call surveys, social listening, assessing NPS scores, feedback management, and reputation management. Todd Zerbe is Senior Vice President of Engineering at Avaya.

VOC 65

VOC Engineering Social Listening Technology 65

Lumoa

APRIL 22, 2020

That’s where state-of-the-art CX platforms powered by AI come in. Engineers ship software to customers, for example, but they might hardly ever come into contact with the end-user. For example, you might send out an NPS® survey to your customers. That’s a lose-lose scenario for everyone. Don’t worry, though.

B2B 83

B2B Customer Survey Net Promoter Score Social Media 83

Sprinklr

OCTOBER 20, 2021

An omni-channel social listening strategy is the fuel that makes your customer experience engine run. Surface actionable insights across billions of data-points by using industry-leading AI for unstructured data. Harness machine learning and AI to generate insights, enrich data, highlight anomalies, and recommend next actions.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

Aquire

SEPTEMBER 18, 2021

Reverse-engineer the experience you want to deliver. Apply AI technology. This experience can be enhanced by AI tech. Here are some benefits of AI: Enable auto-responses to routine customer queries, guiding your audiences with carefully curated content. What gaps exist between customer expectation and actual experiences?

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

SurveySensum

FEBRUARY 24, 2022

A well-designed customer feedback tool will have important features like NPS surveys, CSAT surveys, text and sentiment analysis, omnichannel feedback, great support, and so on. . It is an end-to-end feedback management tool that helps you launch all kinds of surveys such as NPS, CES, CSAT, onboarding, and feature adoption.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

Execs In The Know

FEBRUARY 14, 2023

In the context of AI, ‘supervision’ is the component of training where an external entity, usually human, provides “correct” answers to the AI as it learns its way forward. However, removing supervision also means that the AI might learn incorrect behavior.

CX 52

CX AI Compliance Gaming 52

Intercom, Inc.

JULY 28, 2022

Attract and develop talent and invest in supporting resources like onboarding, sales enablement, and sales engineering. It’s about shifting the narrative to doing more with less, focusing on automation and AI, and helping our customers transform digitally. Is it ten sales reps, a couple of SDRs, and a solution engineer?”

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Zendesk

OCTOBER 20, 2023

Some common tools include: Ticketing system Communication channels Self-service resources AI and automation Reporting and analytics 7. You must define how you will gather feedback so you can better understand the needs and pain points of customers. Determine if the tools already exist in your text stack or if you need to add them.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Ameyo Callversations

APRIL 21, 2022

Next-gen technologies such as AI, ML, NLP, AR/VR, and more are capable of helping reduce cost and improving metrics such as revenues, wallet and market share, and steady cash flows. Brands should focus on their CSATs and NPS scores and use Tech wherever necessary to improve these metrics. Conversational AI is the new kid on the block.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Intercom

NOVEMBER 30, 2021

Reporting and AI-powered conversational insights. NPS, CSAT, and CES surveys: InMoment. You can connect InMoment with Intercom to empower your team to send NPS, CSAT, and CES surveys directly in the Messenger at relevant moments in your customers’ journey. It includes: Live chat. Proactive messaging. Integrated knowledge base.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Intercom, Inc.

MAY 22, 2019

I started in technology at Salesforce – I was their first female engineer and learned early on how valuable it can be to build a company from the perspective of your customer. In the last year, we’ve really invested in machine learning and AI to shift the discussion from “What are my customers saying?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Zendesk

JULY 27, 2021

As a customer base grows—and the number of tickets grows with it—implementing AI and machine learning can help the support team manage inquiries more efficiently. AI tools can unify data, bringing all customer information—including purchase history, billing information, social media data, and loyalty programs—into one place.

CX 52

CX Manufacturing Healthcare Entertainment 52

SurveySensum

MARCH 26, 2024

Pros Seamless integration with external apps Wide collaboration options Cons Needs more advanced survey engines Complicated UI Source: G2 , Zoho Survey Reviews, April 20, 2022. You can use it for everything from market research to NPS surveys to understand your audience fully. It has a wide range of logic features. G2 Rating: 4.4/5

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

SurveySensum

MARCH 26, 2024

Pros Seamless integration with external apps Wide collaboration options Cons Needs more advanced survey engines Complicated UI Source: G2 , Zoho Survey Reviews, April 20, 2022. You can use it for everything from market research to NPS surveys to understand your audience fully. It has a wide range of logic features. G2 Rating: 4.4/5

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

Intercom, Inc.

MAY 18, 2022

In the past, we have discussed how customer experience has become the key vehicle for attracting and retaining customers – and first-party data is the fuel for that experience engine. Collect first-party data and use it to power follow-up actions and workflows at scale.

Touchpoint 217

Touchpoint E-commerce Sales Start-ups 217

1 to 1

AUGUST 10, 2022

Artificial intelligence (AI) has been around for decades but its promises – a deeper understanding of customer intent, and better and faster experiences for customers and associates alike – continue to go largely unrealized. Why isn’t AI elevating customer experience? AI isn’t a tool that can merely be turned on and forgotten about.

Artificial Intelligence 26

Artificial Intelligence AI CX Actionable Insights 26

SurveySensum

FEBRUARY 11, 2022

This AI-powered end-to-end customer experience management software is an ideal alternative to Medallia. Only works for NPS, CES, CSAT surveys. Using the Listening Engine, you can directly listen and respond to customers. Survicate enables you to design NPS surveys easily without using any code. SurveySensum.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

Aquire

FEBRUARY 2, 2022

An added benefit of knowledge bases is that each article is discoverable from search engines, contributing to your site’s SEO (search engine optimization) efforts. Chatbots and conversational AI. Here are a few strategies to take notice of if you’re into conversational AI : Choose an omnichannel chatbot.

Omnichannel 52

Omnichannel Engineering AI Machine Learning 52

InteractionMetrics

DECEMBER 8, 2020

An example of bias we often see is when companies ask vague questions that assume their customers are at least somewhat satisfied, e.g., “How satisfied were you with our engineer?”. Instead, it’s better (more scientific) to ask: “How would you rate our engineer’s expertise?” When teams only have one tool, it’s usually an NPS Survey.

Customer Experience 52

Customer Experience Net Promoter Score Engineering Manufacturing 52

Aquire

JULY 20, 2021

Here are a few things to ask yourself along the way that can help you optimize digital experience: Is your site discoverable in search engines? It could also be much more complex, taking advantage of machine learning and AI to offer hyper-relevant services. Does it have enticing titles or tags? Implement a chatbot.

Retail 98

Retail Start-ups Omnichannel Customer Journey Map 98

InteractionMetrics

JUNE 19, 2020

And Deborah Campbell, VP of insights at Verizon, adds, “It’s not about chasing the number (NPS), it’s about understanding what our customers want and need from us.”. AI-based Text Analytics. Again, for companies with large, consistent data sets, AI should be a strong consideration for at least part of the solution.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Measure and track customer satisfaction metrics by launching NPS, CSAT, and CES surveys with SurveySensum!

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Measure and track customer satisfaction metrics by launching NPS, CSAT, and CES surveys with SurveySensum!

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

Aquire

SEPTEMBER 14, 2021

This puts automated customer service at the very heart of servicing customers and involves elements like: AI chatbots Email automation Knowledge bases Triggered actions IVR CRM process automation. Once you set up a knowledge base , an AI chatbot, or an automated email sequence correctly, things are likely to go well. It’s complex.

Customer Service 59

Customer Service Artificial Intelligence Construction Start-ups 59

SurveySensum

FEBRUARY 26, 2024

SurveySensum SurveySensum is a powerful AI-powered experience management tool that enables organizations to manage and improve their customer, employee, and product experience. You can directly listen and respond to customers using the Listening engine. It offers the ability to add block-based questionnaire designs with a click.

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Intercom, Inc.

JANUARY 10, 2019

I remember two years ago, it was all about AI bots. And now, if someone says they have a new AI bot, you think that sounds like a bunch of crap. And it’s basically just a web form masquerading as an AI-driven chatbot. It’s a drag-and-drop system where you can build your own AI systems. Apps everywhere.

ML 143

ML Start-ups Machine Learning B2B 143

Intercom

NOVEMBER 5, 2018

They were happier too – with a 15% higher NPS (Net Promoter Score). There’s data suggesting that the higher a customer’s NPS, the higher their lifetime value. The explosion of smartphones, messaging, artificial intelligence (AI), and other groundbreaking technologies has led to a new set of expectations for buyers. Best of all?

Net Promoter Score 119

Net Promoter Score Sales Start-ups Artificial Intelligence 119

SurveySensum

FEBRUARY 14, 2024

By leveraging AI-enabled text analysis , SurveySensum turns qualitative feedback into actionable insights, enabling data-driven decisions and continuous improvement in the employee experience. Direct customer interaction and response through the Listening engine. Easy setup of NPS dashboards for individual departments.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52