CommBox

JUNE 25, 2023

The introduction of generative AI technologies such as ChatGPT, disrupts that long-standing balance. With the emergence of AI-powered chatbots like ChatGPT, businesses can rewrite the equation of customer service and communication. A game-changing capability, to revolutionize the setup process and help us redefine the equation.

AI 52

AI Customer Service Net Promoter Score Contact Center 52

Execs In The Know

APRIL 10, 2024

Our CX Insight magazine article, “ The Power of Listening: Leveraging Customer Feedback to Drive Brand Success ,” delves deep into why customer feedback matters and how it can be a game-changer for businesses aiming for growth and sustainability. Yet, the exploration doesn’t stop there.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

Fonolo

OCTOBER 19, 2023

Ultimate Guide to SLAs That Work New Considerations: Adapting SLAs to Modern Realities Advancements in AI and automation should also find you questioning one-size-fits-all service level agreements. 80/20 also doesn’t speak to the newer customer service channels on offer today including online chat, SMS, and social media.

Contact Center 81

Contact Center Social Media Construction AI 81

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time. How can you utilize this knowledge to enhance customer experience (CX)?

CX 109

CX Customer Experience Social Media Sentiment Analysis 109

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. The world is moving rapidly to adopt artificial intelligence (AI). Whether in the context of autonomous cars, IBM’s Watson, algorithmic trading, software-defined networks, self-healing applications, healthcare diagnostics and more, AI is playing an increasing influential role.

Contact Center 91

Contact Center AI Artificial Intelligence Social Media 91

Lumoa

APRIL 28, 2024

The pressure is rising for businesses to step up their CX game. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. For example, Lumoa is the first customer experience platform to offer generative AI insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Highlight your most valuable customers on your social media and website. Increased Use of AI As AI technology increases its capabilities, it will directly impact chatbot quality.

Customer Experience 83

Customer Experience ML Social Media CX 83

SugarCRM

OCTOBER 17, 2023

AI technology has revolutionized the way organizations carry business worldwide. Most AI applications, however, revolve around facilitating sales and marketing operations. Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates.

AI 26

AI Predictive Analytics Legal Social Media 26

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.)

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. The tech landscape is changing, the business applications are (potentially) game-changing, and, spoiler alert, Fergal very much believes the hype. AI has been quite overhyped in the past. Fergal Reid: I feel very privileged, indeed.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

CommBox

JULY 1, 2021

With more than 60% of customers preferring to solve fundamental issues through a self-service website or app*, the newly announced WhatsApp Bot-Squad is a massive game-changer for mid-to-large-sized companies and organizations. The company, founded in 2013, is revolutionizing customer communication with its AI-powered omnichannel solution.

Machine Learning 98

Machine Learning Omnichannel Social Media AI 98

Intercom, Inc.

DECEMBER 31, 2019

He suggested that “we are in the middle of a dramatic and broad technological and economic shift in which software companies are poised to take over large swathes of the economy.”. Here, we trace some of the biggest trends and stories in technology over the past decade, and try to find a narrative to make sense of it all.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

SurveySensum

JULY 24, 2023

And to deliver that brands are diving deep into customer feedback and advanced technologies and are focusing on creating personalized experiences, targeted promotions, and even mind-blowing VR and AR shopping experiences. Retailers are jazzing up their fitting rooms with cutting-edge technologies. But wait, there’s more!

Retail 52

Retail E-commerce Customer Experience Social Media 52

Zendesk

DECEMBER 8, 2021

The power of customer service automation and AI. Loyal customers can help generate revenue for years to come—not only through their own purchases but also by becoming a brand ambassador and recommending your products or services to others via word of mouth, reviews, or social media. The impact of great customer service.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish. AI is here to stay.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In the CX game, similar principles apply. And: It’s time for you to win.

CX 90

CX Gaming Artificial Intelligence Social Media 90

Aquire

SEPTEMBER 18, 2021

Then try to find the answer to these questions: What technology, people or processes do we need? Steve Jobs was an advocate of “beginning with the customer experience and working backward to the technology”. Eliminate bad design early in the game. Practice social listening. Apply AI technology.

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Aquire

MAY 24, 2021

But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience. Digital technology makes this possible. In particular, AI technology — often in the form of chatbots — has proved invaluable in improving automation and self-serve options.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Fonolo

DECEMBER 12, 2018

To stay at the top of your game in the year ahead, it’s essential to understand larger CX trends and how they are shaping our world and our industry. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. Voice-Powered Technology (VPT).

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

VOZIQ

APRIL 14, 2023

We have collected here a set of books that will aid leaders in bringing their A-game in retaining their customers and maintaining a steady relationship. Goldenberg shows how to: • Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

We have collected here a set of books that will aid leaders in bringing their A-game in retaining their customers and maintaining a steady relationship. Goldenberg shows how to: • Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond.

Customer Service 40

Customer Service Entertainment B2C CRM 40

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. We’d add that she’s one of the most influential women in the customer service game too. He was also the winner of HDI’s Lifetime Achievement Award .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

DECEMBER 1, 2022

We’ll help you piece together the puzzle as we unpack the options: identifying game-changing features, discussing procurement, and shining a light on industry trendsetters who are breaking new ground. . AI-based customer sentiment analysis notices keywords like “late order” or “refund” to help direct calls. .

Contact Center 87

Contact Center Sentiment Analysis Omnichannel Artificial Intelligence 87

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Voice-Powered Technology (VPT). Investing in Agents.

Contact Center 73

Contact Center Artificial Intelligence Social Media Gaming 73

Zendesk

APRIL 3, 2023

This includes in-store, ecommerce websites, social media, advertising, the metaverse, email, live chat, phone support, and more. Invest in artificial intelligence (AI) AI is omnipresent in the retail world, and for good reason. What is retail customer engagement? Customers don’t just shop in one way anymore.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Qualtrics

JUNE 27, 2019

This is where artificial intelligence (AI) has a critical role to play. AI empowers brands to get ahead of rapidly changing customer and employee expectations by combining X-data and O-data, ensuring they deliver products and services that help them breakthrough in crowded markets. How AI can help listen for X – Data.

AI 46

AI Net Promoter Score Artificial Intelligence Retail 46

Hodusoft

DECEMBER 17, 2018

Call centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. Technology helps and since call centers are essentially powered by software, it follows that using the latest instead of sticking to legacy Call Center software solutions will help them achieve their goals.

Social Media 45

Social Media Artificial Intelligence Contact Center AI 45

DMG Consulting

MARCH 31, 2022

DMG estimates that more than 90 percent of the self-service solutions in use today are outdated and need a complete overhaul of their technology, functionality, and user experience. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited. & Solving the Problem.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Fonolo

SEPTEMBER 13, 2018

It was then that … hockey became an identity sport, occupying a role in society much grander than that of a game.”. It’s not just “Canada’s game”. This is why I’ve always regarded sports fans as a distinct “customer” base, and among the most important and influential (especially in the social media era). Ah, i dentity.

Sports 83

Sports Gaming Contact Center Social Media 83

Steven Van Belleghem

OCTOBER 15, 2023

There’s also a Play Disney Parks app, which is designed to prevent boredom for visitors who are queueing for rides with mobile games that relate to the ride that the user is waiting for. For example, when users are near the front of the queue they can see the results of their game displayed on digital screens.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Fonolo

APRIL 20, 2020

Try out some games like ‘ Jackbox ‘ or ‘Houseparty’ in place of your normal end-of-week celebrations. Social media, a live chat on your website, or an email address are all good options. Help them out with office equipment. Hire a meditation teacher, breathwork course, or meditation app.

Contact Center 136

Contact Center Gaming Social Media Start-ups 136

Lumoa

OCTOBER 7, 2021

Digital experiences are the interactions between a user (customer, partner, or employee) and an organization that are only possible because of digital technologies. However, technology on its own doesn’t make something a digital experience. A good rule to remember is that digital experiences do what a physical process cannot.

Machine Learning 83

Machine Learning Social Media Customer Feedback Technology 83

CSAT.AI

MARCH 15, 2023

As children and young adults this generation saw the fall of the Berlin Wall, the rise of the personal computer, the Challenger disaster, the Gulf War, cable TV, video games, 9/11, gay marriage, election of the first black President among other historic shifts. They love nostalgia but adapt easily to new technologies. “Freedom!

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

Shep Hyken

APRIL 8, 2022

IDC researchers further state that within 2 years, 40% of the top 500 retailers will use AI-enabled decision-support to drive omnichannel retail KPIs, including Customer Lifetime Value (CLV), productivity, and profitability. Encourage social media engagement and sharing of in-store purchase .

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

SurveySensum

JANUARY 12, 2024

It explores strategies that capture the essence of customer sentiments, foster a genuine connection, and elevate the CX game in an era where authenticity and personalized engagement are the keys to success. Capitalize on Social Media — Engage Swiftly and Consistently Leverage the power of social media for personalized engagement.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Zendesk

FEBRUARY 16, 2021

Businesses had to up their game. Technology. Media and Entertainment. Supplement your support data by connecting it with buyer data from internal and third-party systems such as e-commerce software, OMS, and social media so that your developers and admins can build the most optimal digital customer experiences.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

Steven Van Belleghem

NOVEMBER 28, 2023

Just think how this could change the game for all your customer facing teams if they are augmented with this technology. Social media and the Big Tech ecommerce giants have been personalizing their content and communications for years now, but most other sectors have been found wanting in that area.

CX 62

CX Customer Experience Entertainment Gaming 62