DMG Consulting

SEPTEMBER 24, 2021

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER. IA BENEFITS THE CONTACT CENTER.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

Experience Investigators

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Lumoa

JUNE 23, 2021

While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. The time is right for AQM, as contact centers are under great pressure to increase the effectiveness of their QM resources.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

DMG Consulting

NOVEMBER 30, 2023

When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Interaction analytics technology, particularly when enriched with generative AI, is providing the foundation for a new group of contact center applications.

AI 48

AI CX Contact Center Artificial Intelligence 48

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

APRIL 13, 2022

This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. IA Provides Insights Into The Voice Of The Customer. IA Benefits The Contact Center.

Contact Center 48

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 48

DMG Consulting

JANUARY 4, 2019

2019 is looking to be a year filled with great innovation and practical applications for contact centers. Artificial intelligence (AI) and automation will be the driving forces behind much of the innovation and transformation that is anticipated during the year. Learn more at www.dmgconsult.com.

Artificial Intelligence 59

Artificial Intelligence Contact Center Machine Learning VOC 59

Execs In The Know

MARCH 9, 2023

How to Create Legendary Social Media Customer Experiences While social media management tools have advanced to keep pace with rising expectations, many organizations have not.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

DMG Consulting

APRIL 11, 2022

For many contact centers, technology saved the day as businesses transformed. The cloud helped support the migration from on-site to work-at-home (WAH), analytics provided insight into the voice of the customer (VoC) and employee (VoE), and artificial intelligence (AI) and automation boosted contact center performance.

E-commerce 48

E-commerce Real Estate VOE Contact Center 48

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Speech (and text) analytics provides the benefits of surveys with none of the work for customers.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Wednesday, July 24th Artificial Intelligence and Machine Learning. Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

Contact Center 140

Contact Center VOC Social Media AI 140

DMG Consulting

SEPTEMBER 26, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

JANUARY 2, 2018

While adoption has been strong, the addressable market is still large, and there are thousands of contact centers that have not yet adopted speech analytics. This is absolutely the case for customer journey analytics. Analytics-enabled quality assurance solutions hold great promise for enterprises, agents, and customers.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Fonolo

OCTOBER 10, 2018

Turn your attention to these great examples of how the world’s biggest brands are putting their customers first and seeing massive customer growth as a result. Leverage Artificial Intelligence. CASPER cleverly identified insomniacs as a key target customer for their innovative mattresses.

Customer Service 104

Customer Service Artificial Intelligence Social Media Entertainment 104

Beyond Philosophy

OCTOBER 28, 2021

Pine believes that as the experience economy continues to grow and immersive experiences continue to be differentiators, the physical experiences of general Customer Experience have diverged from this path. Customer Experience, as I often refer to it, has different goals and different measurements of success.

Customer Experience 97

Customer Experience CX Net Promoter Score Artificial Intelligence 97

Experience Investigators

APRIL 14, 2020

Customer behavior and actions. Look at your existing Voice of the Customer (VoC) and behavioral analytics data if you have it. What are customers telling you in their open-ended feedback? What are the channels, touchpoints, and systems your customers are using? Customers are one of your most valuable resources.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. He is a thought leader, speaker, and has been the UK Customer Experience Awards Judge. . LinkedIn : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

JULY 20, 2023

By asking customers about the challenges they are facing while shopping from you. Because if you don’t know what made your customers leave in the first place, how can you solve it? So start listening to the voice of the customers. Engage with them on these touchpoints with well-designed surveys.

Retail 52

Retail Customer Feedback CX Social Media 52