DMG Consulting

JULY 1, 2019

The new contact center solution should use artificial intelligence and machine learning (including deep and neural learning) as its “brain,” enabling true adaptive and intelligent routing. Now for the fun stuff.

Contact Center 76

Contact Center Artificial Intelligence Machine Learning Voice of the Customer 76

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

JANUARY 4, 2019

Artificial intelligence (AI) and automation will be the driving forces behind much of the innovation and transformation that is anticipated during the year. Speech analytics in conjunction with AI is vastly improving the benefits of voice-of-the-customer (VOC) initiatives. Welcome to 2019!

Artificial Intelligence 59

Artificial Intelligence Contact Center Machine Learning VOC 59

Intercom

JULY 13, 2023

Here are some of the biggest considerations for customer service leaders as we embark on this once-in-a-generation shift in how we provide support. Embracing a new era The hype around ChatGPT might be very new, but artificial intelligence (AI) and machine learning (ML) have actually been around for quite some time.

AI 90

AI ML Sentiment Analysis Artificial Intelligence 90

SurveySensum

NOVEMBER 8, 2023

A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. Find out more about why it’s becoming increasingly popular and what businesses and customers benefit from it. This saves the customer time to browse through various categories of products.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Callminer

JULY 15, 2019

Wednesday, July 24th Artificial Intelligence and Machine Learning. Thursday, July 25th Customer Experience. Wednesday, July 24th Artificial Intelligence. On day 2, we have artificial intelligence and related technology taking center stage. Thursday, July 26th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

DMG Consulting

SEPTEMBER 26, 2018

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. Enterprises are seeking tools to help them understand and address customer needs more quickly.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Artificial intelligence (AI) is seeing rapid adoption across industries. AI IS THE HEADLINER FOR 2019.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

APRIL 11, 2022

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. For many contact centers, technology saved the day as businesses transformed.

E-commerce 48

E-commerce Real Estate VOE Contact Center 48

Lumoa

JANUARY 24, 2024

Your role involves discerning which data points can be transformed into actions that enrich the customer experience and drive business value. This means not just listening but also interpreting and acting on what customers are communicating. Lumoa’s software is also enhanced with cutting-edge technology.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

DMG Consulting

JANUARY 2, 2018

This is absolutely the case for customer journey analytics. Speech and text analytics are necessary to understand many aspects of the customer journey and are a great way to get started in building a voice-of-the-customer program. Artificial intelligence (AI) is the buzziest term in the technology arena.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Qualtrics

DECEMBER 9, 2020

Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the customer programs and journey mapping. This is because what people say and what they do are often two different things.

Sentiment Analysis 32

Sentiment Analysis Artificial Intelligence Government Machine Learning 32

SurveySensum

APRIL 5, 2022

Analyze and identify top customer complaints and sentiments automatically using machine learning and artificial intelligence-enabled text and sentiment analytics. ? Use detailed feedback and insights to resolve bad customer experiences immediately and convert your detractors and passives to promoters.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

Taylor Reach Group

APRIL 25, 2018

Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference. By attending, you’ll have the opportunity to network with hundreds of your fellow marketers and hear how they are reaching their customer relationship-building goals.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Lumoa

OCTOBER 31, 2018

Despite the human brain’s remarkable inability to distinguish the artificial from the real, organizations will still need to find the magic balance between technology-faced and human-faced experiences. The shifting sands of artificial intelligence will keep many organizations on unsure footing in 2018. And why not?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Why are your customers turning away from you?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Beyond Philosophy

MAY 12, 2021

Organizations can understand the customer better and react faster to what they need. Porte was most excited to find in the research that 78 percent of business leaders reported investments in artificial intelligence (AI). Finally, Porte says that machine learning capabilities are crucial.

Customer Expectations 88

Customer Expectations AI Machine Learning Technology 88

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. ACT ON CUSTOMER FEEDBACK! So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. There are many ways AI is offering faster and more efficient ways to understand customer feedback and deliver better experiences.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. ACT ON CUSTOMER FEEDBACK! So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

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