Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

DMG Consulting

DECEMBER 7, 2021

This includes auditing and compliance functions that need to make sure employees follow the company’s rules and guidelines when interacting with customers and prospects. The legal department can capture and understand facts from the voice of the customer or the voice of the employee, to support a legal position.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

DMG Consulting

SEPTEMBER 24, 2021

IA PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER. Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

Callminer

JULY 18, 2019

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. Hear how through emotion you can gain actionable insights to better your Voice of the Customer and Voice of the Employee programs. Join us August 14th.

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

Lumoa

MAY 5, 2022

This will often involve the need for interdisciplinary collaboration with different providers of different services such as cloud solutions, Voice Of The Customer (VOC), artificial intelligence, data analysis, UX design, HR etc. With AI, we can obtain information about customers’ actions.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

DMG Consulting

APRIL 11, 2022

Answer: While surveying solutions have traditionally been utilized to collect, analyze and share solicited feedback regarding products, services and brand perception from customers and prospects, these applications can also capture and measure employee satisfaction.

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

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. And I want to be able to use my own carriers and still have the option of using the vendor’s, if they have a better price.

Contact Center 76

Contact Center Artificial Intelligence Machine Learning Voice of the Customer 76

DMG Consulting

AUGUST 2, 2023

But the value and contributions of IA increase when it is integrated into third-party solutions, such as a surveying solution to glean voice of the customer (VoC) insights from free-form comments or a sales solution to help representatives identify the best offer for a prospect.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

Confirmit

JUNE 24, 2018

To support our customers’ need for more sophisticated, detailed and personal behavioral analytics, Confirmit has partnered with Affectiva, an MIT Media Lab spin-off. Voice of the Customer Factsheets.

Artificial Intelligence 40

Artificial Intelligence AI Voice of the Customer Technology 40

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

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

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

DMG Consulting

APRIL 13, 2022

IA Provides Insights Into The Voice Of The Customer. Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all.

Contact Center 48

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 48

Confirmit

JANUARY 16, 2020

Leverage state-of-the-art artificial intelligence techniques to uncover new insights from the wealth of structured and unstructured data. Quickly close the loop with individual dissatisfied customers leveraging powerful Action Management or orchestrate and monitor larger, more strategic action initiatives with Action Planner.

Unstructured Data 52

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence 52

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. AI + IA = Great CX By Donna Fluss View this article on the publisher’s website.

AI 48

AI CX Contact Center Artificial Intelligence 48

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

Confirmit

DECEMBER 25, 2018

. - Why predictive analytics and Artificial Intelligence will help augment – but not replace – your human teams. - How to truly engage with your team members and support behavioral change that creates a customer centric culture. Voice of the Customer Webinars.

Artificial Intelligence 40

Artificial Intelligence CX Predictive Analytics Voice of the Customer 40

Confirmit

DECEMBER 17, 2018

In this video, Matthew Powell of B2B international talks about the role of artificial intelligence (AI) on the future of the MR industry. He also highlights the way in which B2B International helps clients with market assessment projects, and Customer Experience programs to help them understand the impact of taking particular action.

B2B 40

B2B Artificial Intelligence Innovation Voice of the Customer 40

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. However, it is advisable to rely on it only in certain situations.

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. According to Forbes, the industry is projected to reach $77.6

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Confirmit

OCTOBER 11, 2018

Confirmit Horizons™ Version 24 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. Leverage state-of-the-art artificial intelligence techniques to uncover new insights from the wealth of structured and unstructured data.

Unstructured Data 40

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence 40

Experience Investigators

JUNE 4, 2024

Expect artificial intelligence will lead companies to use their data in ways they aren’t comfortable with (81%). Clearly, organizations have room to better explain why they collect customer data and how they use it. Ask your customers what concerns they have.

Artificial Intelligence 52

Artificial Intelligence Education VOC CX 52

Experience Investigators

JUNE 4, 2024

Expect artificial intelligence will lead companies to use their data in ways they aren’t comfortable with (81%). Clearly, organizations have room to better explain why they collect customer data and how they use it. Ask your customers what concerns they have.

Artificial Intelligence 52

Artificial Intelligence Education VOC CX 52

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 70

AI ML Sentiment Analysis Artificial Intelligence 70

Adrian Swinscoe

JUNE 21, 2024

Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President […] The post Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish first appeared on Adrian Swinscoe.

Voice of the Customer 147

Voice of the Customer Artificial Intelligence Customer Retention Customer Experience Management 147

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

Execs In The Know

MAY 4, 2023

O ne of the deepest for us has been the voice of the customer. It’s been a game changer because it has allowed us to build trust with both our customers and our team members. We haven’t explored all the beautiful capabilities artificial intelligence (AI) and text analytics have to offer, yet.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

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

Beyond Philosophy

OCTOBER 28, 2021

From taking an education stance with the organization to embedding cues in an experience that change how you do business, taking a leadership role in your firm unleashes the dramatic power of Customer Experience management. . Another answer for saving Customer Experience is embracing the latest iteration, Customer Science.

Customer Experience 97

Customer Experience CX Net Promoter Score Artificial Intelligence 97

Confirmit

JANUARY 8, 2018

AI at this stage of the game is less Artificial Intelligence and more Adolescent Intelligence. Voice of the Customer Best Practices. An untapped source of massive ability and possibility? Just as likely to go off in an utterly random direction and cause untold damage? Absolutely.

AI 40

AI Artificial Intelligence Predictive Analytics Gaming 40

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

Execs In The Know

MARCH 9, 2023

Leveraging Customer Data and Insights to Design, Build, and Run a Winning CX Program Many organizations have a lot of data but are constrained by limited access to it and the inability to turn it into intelligence with speed and at scale.

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

ClearAction

DECEMBER 31, 2017

Start with “why”: Our target is X because voice-of-the-customer revealed that the key drivers for customer experience success are Y (or because we are committed to solve Z for our customers). True customer experience strategy — not the knockoffs of yesteryear — is your key to ongoing organic growth.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

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

Experience Investigators

MARCH 8, 2021

Customer Feedback. If you have a Voice of the Customer (VoC) program, explain that and how it works. Instead of explaining a learning path as something that will just help you be a better accountant, help your learners see how learning will help your customers live their missions. How are the insights achieved?

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98