Execs In The Know

JUNE 7, 2023

With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences. However, concerns were raised about governance and compliance in implementing AI solutions.

CX 85

CX Compliance Artificial Intelligence AI 85

1 to 1

JANUARY 25, 2024

It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere.

Retail 26

Retail AI Artificial Intelligence Contact Center 26

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. Centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT and real-world RPA applications will make these technologies more accessible.

Customer Experience 123

Customer Experience AI Outlook CX 123

1 to 1

JULY 5, 2023

With thick wildfire-smoke clouds obscuring the New York skyline outside, NICE CEO Barak Eilam shared some cloud wisdom of his own at the recent NICE Interactions conference. AI was the hot topic, with sessions and panelists about where to start and what building blocks need to be in place to create a successful AI initiative.

AI 26

AI Contact Center Omnichannel CX 26

Shep Hyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. They don’t like waiting on hold, complex IVRs, or conversational AI that doesn’t work. New York Times ?bestselling This episode of?

Contact Center 115

Contact Center AI Customer Service Technology 115

Shep Hyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. Top Takeaways: What do we mean when we talk about AI for business? New York Times ?bestselling

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. Let’s stop rhyming now and turn to the news at hand. It’s a great time to be a contact center agent in New York state, who seem to be very fond of its telephony workers.

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

Shep Hyken

OCTOBER 5, 2021

They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service. Having the technology to access the right information reduces ticket escalation. New York Times ?bestselling How can AI predict customer behavior?

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

Shep Hyken

FEBRUARY 8, 2022

Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They ” About: Steve Peltzman is Forrester’s first Chief Business Technology Officer. New York Times ?bestselling An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience.

Healthcare 82

Healthcare Start-ups Customer Survey AI 82

Shep Hyken

AUGUST 10, 2021

Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons. He’s passionate about using data and technology to help businesses become more customer-centric. Why is Customer Insight Important for Business?

Artificial Intelligence 81

Artificial Intelligence Technology Technology AI 81

Shep Hyken

JULY 4, 2022

7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Customer support has always been a challenging task for companies to manage, and with the introduction of artificial intelligence (AI) solutions, it’s easier than ever before.

Artificial Intelligence 65

Artificial Intelligence Customer Service Customer Journey Map AI 65

Shep Hyken

AUGUST 3, 2021

So we’ve gone from transactional systems like CRM to engagement systems that are really like social business to experiences, which is about using technology and AI to craft journeys that deliver mass personalization at scale. . – Mass personalization happens in places all around us.

CRM 98

CRM AI Technology Technology 98

Shep Hyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. My Comment: AI continues to improve. And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience.

Social Media 74

Social Media Customer Service VOC Retail 74

Shep Hyken

NOVEMBER 2, 2021

Customer science is the fusion between technology, data, and behavioral science. New York Times ?bestselling Does AI improve customer service? Behavioral science is looking at what customers are doing as opposed to looking at what customers are saying they are doing. This episode of? Amazing Business Radio with?Shep?Hyken

Customer Journey Map 69

Customer Journey Map Management Consulting AI Technology 69

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. And now that technology permits me as the consumer to really have leverage in the relationship, I want to make sure that you are personalizing my experience in a very special way.”

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Aquire

JANUARY 6, 2022

Using video chat technology for customer service is becoming a popular practice. That’s because businesses have grasped the benefits of video chat technology — in large part thanks to increased working-from-home and the rise of digital purchasing. So, here’s everything you need to know about video chat technology in customer service.

Customer Service 98

Customer Service Social Media Technology Technology 98

Intercom

JANUARY 11, 2024

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. For AI to work, you need comprehensive documentation.

Customer Service 86

Customer Service CX AI Start-ups 86

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. Contact center automation avoids the issue described by the New York Times as “ A Nation on Hold ” back in 2021.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Fonolo

MAY 22, 2019

It’s interesting that they differentiate themselves from other analyst firms in this way: “Unlike IT analyst firm reports that use subjective influences to score vendors, our research is based on thorough analysis of customer assurance and product categories that best represent how an organization should evaluate its technology supplier.”.

Contact Center 57

Contact Center AI Technology Technology 57

Shep Hyken

FEBRUARY 21, 2022

(TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised $70 million in a Series B1 round, bringing its total funding to $135 million. I wouldn’t be too concerned about this taking away a lot of jobs.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

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. He is a New York Times and Wall Street Journal bestselling author. Which customer service blog posts helped to shape the last decade for you? . Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Confirmit

FEBRUARY 12, 2020

Obviously this is in part down to our technology. 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. The technology isn’t everything though. How could they not?! Makes sense to us.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 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

Shep Hyken

FEBRUARY 28, 2022

From AI technology to personalization, these successful eCommerce experts shared their trends, predictions, and strategies for how to engage shoppers, reach profit goals, and drive eCommerce brand success in the upcoming year. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Too many portals…”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Any thoughts as to competition, technology, our culture? Answer: “I think companies have invented great technologies.

CX 73

CX Start-ups Omnichannel Technology 73

Fonolo

JANUARY 22, 2020

Forrester: CX North America, New York City. Description: Not to be outdone by Oracle, Adobe’s Experience Summit is another huge conference, dedicated to teaching attendees how to customer experiences that leave a lasting impression on customers, through technology, content, and design. Location: New York City, USA.

Customer Service 129

Customer Service Contact Center CX Education 129

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. She provides excellent commentary on her tweets of news articles and keeps her followers up-to-date on the latest conversation.

Social Media 52

Social Media Technology Technology Education 52

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

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

Shep Hyken

OCTOBER 25, 2022

Achieving Balance Between AI and Human Experience. How to Leverage AI to Reduce Customer Experience Gaps. In these types of calls, we can leverage technology to get to a resolution faster. New York Times ?bestselling answers the following questions and more: How does AI help to improve customer service?

Contact Center 11

Contact Center AI Customer Service Technology 11

Taylor Reach Group

MAY 24, 2018

As an attendee at the SWPP Annual Conference, you will; Learn about industry trends and hot topics from the experts; Improve your workforce management skills; Make important contacts and network with your peers; See the latest technology available to you; Have a great time! In 2018 we’re introducing our new look as Customer Contact Week.

Contact Center 48

Contact Center CX Healthcare Social Media 48

SurveySensum

JULY 17, 2023

This store uses new-age technology to create a seamless shopping experience between the physical store and the customer’s Amazon account. 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

This store uses new-age technology to create a seamless shopping experience between the physical store and the customer’s Amazon account. 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

Qualtrics

FEBRUARY 6, 2019

Technology is rapidly changing the way we live and product leaders are at the forefront of this revolution. Product-focused conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry. Cindy Alvarez- Principal Group Product Manager in the Cloud & AI group, Microsoft.

Innovation 33

Innovation Government AI Technology 33

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

As you plan out your days at X4, here’s a look at some of the sessions we recommend to help you come away from the event with all the inspiration and practical tips you need to take your product experience (PX) program to new heights in 2020. What’s new in PX? Get hands on with the technology. World-class thought leadership.

Artificial Intelligence 29

Artificial Intelligence Healthcare Government Start-ups 29