Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX). That will be a major focus in 2023 (and beyond).

Customer Experience 123

Customer Experience AI Outlook CX 123

Shep Hyken

JUNE 14, 2022

Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. Trend #2 Hybrid AI. Trend #3 AI One-on-One Companions. Trend #3 AI One-on-One Companions. New York Times ?bestselling What is a hybrid AI?

AI 57

AI Innovation Business Growth Customer Service 57

Shep Hyken

OCTOBER 5, 2021

.” “Companies can use AI to look for patterns in customer behavior to anticipate issues and generate solutions before problems even occur.” As Mindbreeze’s CEO he is a living example of high quality and innovation standards. New York Times ?bestselling How can AI predict customer behavior?

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

TeamSupport

APRIL 15, 2021

To simplify the customer experience, many companies are using big data, chatbots , and AI recommendations. The Nike SoHo Neighborhood in New York is the perfect example of this. Artificial intelligence (AI) and Machine Learning. AI and machine learning principles can be employed in many customer service areas.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

1 to 1

SEPTEMBER 5, 2017

AI and chatbots are driving forces in how businesses understand and assist their customers. And the recent Leadscon 2017 “Connect to Convert” conference in New York bustled with innovative ideas about how to use AI and bots in B2C and B2B marketing. Finding the right AI for the job Design that Speaks!

AI 20

AI B2C B2B Innovation 20

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

1 to 1

FEBRUARY 2, 2023

It was clear to anyone who walked into the Javits Center in New York City earlier this month for the National Retail Federation (NRF) Big Show: Trade shows are back. With tens of thousands in attendance, people were ready to mingle, talk strategy, showcase their products, and sample the latest cutting-edge technology.

Retail 26

Retail E-commerce Innovation Engineering 26

Confirmit

FEBRUARY 12, 2020

We think some of the cool digital and AI-based innovations that we’ve made to the platform over the last in year in particular were certainly central to the Forrester Wave result. They loved our data collection and analytics tools too – but they’re only human.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52

Aquire

JANUARY 6, 2022

Imagine, for example, that an airline check in is particularly busy at an airport in New York and all of their gate agents are rushed off their feet. In that case, a gate agent in Arkansas could jump in to assist a passenger in New York via video chat and help smoothen the process. Make the most out of video chat.

Customer Service 98

Customer Service Social Media Technology Technology 98

InteractionMetrics

DECEMBER 8, 2023

Let’s face it: if you don’t get accurate, actionable customer feedback, you risk losing customers – and opportunities to innovate and improve. And while you’ll probably use AI to transcribe your interviews, you’ll need time to edit those transcriptions and to identify the emergent themes. What about AI? What’s Customer Feedback?

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

Fonolo

JANUARY 14, 2020

He is a New York Times and Wall Street Journal bestselling author. Quiseng’s blog features content from leading professionals in the industry, making it easy to review material from the most insightful, innovative thinkers in the business. AI trends for the coming year. Shep Hyken. You can follow him on Twitter here.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

JANUARY 22, 2020

Forrester: CX North America, New York City. It’s packed full of CX innovators from a variety of industries, all exploring ways to delight their customers again and again; and make the customer experience a priority for businesses. Location: New York City, USA. AI trends for the coming year.

Customer Service 129

Customer Service Contact Center CX Education 129

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

Artificial Intelligence 100

Artificial Intelligence Government AI Innovation 100

Customer Bliss

JANUARY 30, 2020

Human needs prompt innovation. On the Lemonade App you chat with Lemonade’s bot “AI Jim” who first asks about what happened and why the claim. Companies that grow from admiration for improving lives tackle the processes that get in the way of people delivering good experiences. People are trained and invested in. Teams unite.

Hospitality 86

Hospitality Hospitality Start-ups Innovation 86

Shep Hyken

SEPTEMBER 20, 2021

Will AI Take Your Job? Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz. Tidio) Should we be afraid of increasingly more advanced AI and robots? Is AI going to take over the world? Lots of stats and facts on the current state of AI and predictions for the future. So, will AI technology replace you?

Customer Service 16

Customer Service Manufacturing B2B AI 16

Qualtrics

FEBRUARY 6, 2019

Cindy Alvarez- Principal Group Product Manager in the Cloud & AI group, Microsoft. Workshops topics include Conducting Competitive Research and Analysis for Devising Innovative Products, What Really Happens When Agile Meets User Experience, and Product Design for How People Think (and more). New York – September 2019.

Innovation 33

Innovation Government AI Technology 33

Taylor Reach Group

MAY 24, 2018

Learn from Fortune 500 companies and innovative start-.ups This event is a hub of ideas, inspiration, and industry connections for customer service and customer contact executives who strive to innovate the customer experience. In 2018 we’re introducing our new look as Customer Contact Week. Proving everything can happen.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Qualtrics

JANUARY 23, 2019

Follow Ben to learn about the latest advancements in AI for HR. ( @beneubanks ). She’s authored several books including and the #1 New York Times Bestseller Dare to Lead. He grew up in New York City, volunteers with PASSNYC, and is also a freelance writer and musician.

Social Media 52

Social Media Technology Technology Education 52

Callminer

AUGUST 1, 2017

Kolin Porter is the Vice President, Product Innovation at Higher Ed Growth. He’s been a featured speaker at NAPTE, The Next Big Idea, and a news source in: The New York Times, The Washington Post, The Wall Street Journal, ABC, CBS, CNET, and Investor’s Business Daily. Next would be AI. Lastly, make it fun!

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

SurveySensum

JULY 17, 2023

They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Harness the power of AI, VR, and AR to give your customers exceptional experiences like self-checkout, fast issues resolution using AI chatbots, and many more.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Harness the power of AI, VR, and AR to give your customers exceptional experiences like self-checkout, fast issues resolution using AI chatbots, and many more.

Retail 52

Retail Customer Experience Sports Touchpoint 52

Shep Hyken

JANUARY 23, 2023

AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 13

Customer Service Artificial Intelligence Contact Center Retail 13

Customer Bliss

MAY 22, 2018

For example, new market entrant and disruptor, Lemonade Insurance, took the action to have claims fulfilled first, by having people film and sign an “honesty pledge.” On the Lemonade App, you chat with Lemonade’s bot “AI Jim” who first asks about what happened and why the claim. There is power in truth and trust.

Hospitality 40

Hospitality Hospitality Start-ups AI 40

1 to 1

MARCH 7, 2024

Humanizing AI was a dominant theme at last week’s Mobile World Congress in Barcelona, where an estimated 93,000 attendees soaked up insights from brilliant leaders like DeepMind Founder and Google’s head of AI Demis Hassabis, along with all kinds of curious technology innovations. For example, an AI prompt for “U.S.

AI 26

AI Contact Center Innovation Technology 26

Qualtrics

FEBRUARY 18, 2020

Thursday will see Ryan Smith return to the mainstage, alongside talkshow legend Ellen Degeneres and renowned researcher and author of no fewer than 5 New York Times bestsellers, Brené Brown. Take your PX program to a new level with world-class thought leadership. A transformation powered by AI and X-data.

Artificial Intelligence 29

Artificial Intelligence Healthcare Government Start-ups 29

SurveySensum

JULY 14, 2020

A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations. Martin Hill-Wilson – Emotive CX Mentor, Customer Service, and AI Engagement Strategist. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

InteractionMetrics

APRIL 16, 2024

Yes AI, but focus on human connections. In an interview with The New York Times , Adam Grant said, “The feeling that something is uncomfortable is a signal that you’re about to learn something new.” None of these pointers are AI-driven and include: Delight: Small positive surprises elevate experiences.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Intercom, Inc.

MAY 28, 2020

New sales are important and necessary, but without the happiness and loyalty of your customers, it is impossible to build a billion-dollar company. While Aircall is moving forward with AI features, Jonathan stresses that bots will never fully replace human interaction. So we decided in 2016 to actually move that office to New York.

Government 186

Government Start-ups CRM Sales 186

Fonolo

MARCH 21, 2019

But as for the big call center vendors, their announcements were less dramatic, and all revolved around AI. The headlines are eerily similar: “ Avaya Deepens Integration with Google Cloud to Provide Powerful AI Enhancing Customer Experience ”. “ Genesys to Showcase Customer Success Using Cloud, AI and Digital Channels ”.

AI 15

AI Contact Center Omnichannel Technology 15

CSAT.AI

MARCH 27, 2019

Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they can be around for another hundred years. ” [link].

Customer Experience 52

Customer Experience Sentiment Analysis Technology Technology 52

Fonolo

FEBRUARY 13, 2019

The availability of this information helps the whole industry become more innovative. It features a sparkling new sci-fi theme that helps to keep the pages turning. See last week’s post criticizing the New York Times for being the latest to practice lazy journalism by joining in on the ‘robots will take our jobs’ hysteria.

Contact Center 57

Contact Center Technology Technology CRM 57

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Great strides were made in AI assistive technology to create an easier, more human experience. This customer ended up writing an entire article about his experience with Delta in the New York Times. Overall, it’s safe to say the world is more advanced and more connected than ever.

Contact Center 91

Contact Center Start-ups Social Media Government 91

Qualtrics

OCTOBER 9, 2019

Referencing Sonos’ store in New York as a great example of this. That’s how you get to seamless, personalized experiences, by using AI and advanced analytics. Creating a culture of innovation is also important. The store is a manifestation of your lifestyle, explains Danielle. Sonos are just speakers, right?

Retail 40

Retail Customer Experience E-commerce Construction 40

Qualtrics

JUNE 30, 2020

We need to think about what we want that experience to look like - we are definitely looking at how we use personalization and AI and using some of the session data to refine the experience. Becca in New York, right? So as we saw things getting tighter and tighter, of course New York was particularly, you know, hit by this.

Start-ups 26

Start-ups Innovation Government Technology 26