CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. Do terms like NLP and Machine Learning mean anything to you? The ability to respond to customer inquiries is all predicated on understanding accurately what the customer is saying or asking. This doesn’t happen without NLP.

AI 275

AI Machine Learning CX Net Promoter Score 275

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. This saves the customer time to browse through various categories of products.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

InteractionMetrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it.

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . When you have too many customer personas and a huge audience pool, you need to manage it. Text Analytics. Text Analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

VOZIQ

JULY 18, 2022

Use contact center agent notes to analyze the questions and issues customers are voicing throughout their lifecycle. This can equip you with granular insights into customer wants and the root causes of customer dissatisfaction. After all, as much as 79% of customers agree that personalization increases loyalty.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

Use contact center agent notes to analyze the questions and issues customers are voicing throughout their lifecycle. This can equip you with granular insights into customer wants and the root causes of customer dissatisfaction. After all, as much as 79% of customers agree that personalization increases loyalty.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. B2B companies are smart to want to know what their clients think of their sales process and how the expectations that their sales force established compared to their actual experience. More confidence means you can create better customer experiences.

VOC 122

VOC B2C B2B CEM 122

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. As the pace of business has accelerated, the demand for real-time speech analytics has increased.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Lumoa

APRIL 13, 2020

The data that they receive in these calls is generally just saved and never mined for customer insights , despite often containing a wealth of extremely valuable information. However, you can argue that some interactions have a bigger impact on the overall customer experience than others.

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not always, but often.

Customer Experience 121

Customer Experience NPS Text Analytics Customer Satisfaction 121

DMG Consulting

MAY 5, 2020

As a result, enterprises need to be able to analyze customer interactions that occur at all enterprise touchpoints and channels, and standardize the findings. IA solutions have come a long way in the past few years. Enterprises are also striving to identify departmental and enterprise trends and challenges.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

MARCH 3, 2022

Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

DMG Consulting

APRIL 15, 2020

AI-based technologies, such as predictive analytics and machine learning, are being incorporated into WFM solutions to automate the selection of the optimal forecasting model for each business’s unique needs. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. A neural network “learns” by identifying patterns in massive amounts of digital data, which enables it to predict the next word in a sequence.

AI 48

AI CX Contact Center Artificial Intelligence 48

Customer Service Life

MARCH 15, 2019

So keep that in mind as I talk about technology for customer experience. Do terms like NLP and Machine Learning mean anything to you? The ability to respond to customer inquiries is all predicated on understanding accurately what the customer is saying or asking. Machine Learning.

AI 63

AI Machine Learning CX Net Promoter Score 63

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. AI AND INTERACTION ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

FEBRUARY 15, 2018

But here’s the catch: Just a small improvement in utilization rates can improve the customer experience and net millions in savings. They will allow customers to ask questions in their own words and personalize interactions. And IVAs will use machine learning to continuously improve their accuracy and effectiveness over time.

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. Gain richer insights into customer and market perceptions. Drive intelligent action to improve the customer experience.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

DMG Consulting

APRIL 16, 2019

AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) probability).

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

FEBRUARY 12, 2019

Customers are also beneficiaries of automation in the enterprise. Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

VOZIQ

APRIL 21, 2022

Unstructured text data helps you minimize this possibility. Applying text analytics to call center notes can reveal sentiment, intent, effort, and risk signals from customer interactions. Customer effort is directly proportional to churn likelihood. A poor customer experience is always a top reason for churn.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

DMG Consulting

AUGUST 9, 2018

Today’s IVAs are getting ‘smarter,’ thanks to increasing use of machine learning, which enables IVAs to ’learn’ from past interactions to improve their understanding of customers’ individual preferences over time,” said Donna Fluss, President of DMG Consulting.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

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. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Zonka Feedback

DECEMBER 26, 2023

Zonka Feedback Zonka Feedback isn't just a survey tool; it's an AI-powered conversation hub, transforming how you capture, analyze, and act upon customer insights. Zonka's AI delves into the emotional subtext, deciphering sentiment and intent for a deeper understanding of customer experience. Go beyond words.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

DMG Consulting

MARCH 1, 2019

ANALYTICS, AI, AND RPA. Enterprises need interaction analytics (speech and text analytics) to help them analyze customer conversations that take place in the contact center and, increasingly, other departments. Comments This field is for validation purposes and should be left unchanged.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Qualtrics

APRIL 13, 2021

XM/ OS is the single, secure, cloud-native platform that enables our customers to bring together all of their experience data through a connected system, analyze it with powerful AI and machine learning tools, then quickly and easily take action to continually improve the experiences they deliver.

Machine Learning 49

Machine Learning Sentiment Analysis Compliance Government 49

CallCare

NOVEMBER 23, 2021

Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines. This, in turn, results in lengthier call-handling times, a bad customer experience, and disgruntled agents.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

DMG Consulting

OCTOBER 18, 2017

In the future, artificial intelligence (AI) will be used to enhance the ability of speech analytics to identify issues and recommend ways to address them. Machine learning is starting to be used to enable these solutions to quantify the impact of new trends and issues with minimal human intervention.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

DMG Consulting

MARCH 31, 2019

They are in the forefront of leveraging AI and machine learning in their solutions, including sophisticated routing capabilities, analytics (with a focus on predictive analytics), intelligent virtual assistants (IVAs), chatbots and robotic process automation (RPA), and WFO solutions such as workforce management (WFM).

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

DMG Consulting

OCTOBER 17, 2019

At the same time, vendors are investing in their RPA solutions, increasing the use of AI technologies, especially machine learning, predictive analytics, innovative optical character recognition (OCR), and advanced computer vision capabilities.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

DMG Consulting

MARCH 9, 2020

Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The market began the 2010’s with contact center WFO revenues of $1,012.1

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

Qualtrics

MARCH 6, 2019

Simply having a customer experience management program is no longer a competitive advantage on it’s own – when it comes to competing on experiences, it’s table stakes. 91% said improving customer experience is a top 3 priority for their company. Managing online reputation and engaging with customers.

CX 24

CX Customer Experience Social Media Text Analytics 24