DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7

AI 48

AI Contact Center Artificial Intelligence CRM 48

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Toni Newman.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

DMG Consulting

AUGUST 16, 2022

View this article on the publisher’s website. IVAs Are Good for Agents and CX. Enterprises, and public organizations for that matter, are facing substantial increases in interaction volumes (digital and sometimes voice) at the same time as agent attrition rates are increasing. IVAs Are Not Just a Contact Center Solution.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

CSAT.AI

OCTOBER 13, 2020

Article updated 2021 – Originally published Sept 2019. This updated Don’t Diss the Tech article includes how attitudes toward AI have evolved during COVID-19 along with the quotes from Shep Hykin and Jeremy Watkin about best uses of AI in customer service that still have value today. Best Uses of AI in Customer Service and CX.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132