Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Execs In The Know

FEBRUARY 5, 2024

Hyper-Automation is Revolutionizing BPO Operations Hyper-automation takes automation a step further by integrating multiple advanced technologies and platforms, such as artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), to optimize as many business processes as possible across a company.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

CommBox

OCTOBER 18, 2023

By leveraging NLP (Natural Language Processing), NLU (Natural Language Understanding), and ML (Machine learning) technologies, conversational AI understands customer intents and provides relevant responses based on existing knowledge from its database. It’s time to join a new era , with Generative AI at your fingertips.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Lumoa

JUNE 23, 2021

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

Contact Center 83

Contact Center Artificial Intelligence Omnichannel Machine Learning 83

Execs In The Know

APRIL 8, 2022

Supporting home-based agents presents many operational challenges for contact center leaders, and compounding that is the way digital transformation is reshaping the customer experience (CX). A key change is the need for seamless omnichannel communication with the growing use of digital channels by customers.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

DMG Consulting

MARCH 31, 2022

Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Artificial intelligence (AI)-enabled omnichannel intelligent virtual agents (IVAs) are the future of self-service. & Solving the Problem.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

DMG Consulting

JANUARY 7, 2022

Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. There are dozens of artificial intelligence (AI) technologies available today, but the three that are core for IVAs are NLP/NLU/NLG, real-time analytics, and machine learning (ML).

Contact Center 48

Contact Center AI Artificial Intelligence Machine Learning 48

Hodusoft

AUGUST 9, 2021

Many e-Commerce players using Social Media Contact Center Software for better CX. Businesses understand that customers are today multi-platform shoppers, which has made omnichannel presence a cornerstone of great customer experience. How do omnichannel customer contact centers benefit e-commerce players?

E-commerce 105

E-commerce Social Media Contact Center Omnichannel 105

SugarCRM

FEBRUARY 7, 2023

Organizations today strive to achieve the perfect customer experience (CX) for each individual they interact with. And obviously, the CX executives bear the most significant load of ensuring smooth, streamlined customer interactions. Only 41% of CX executives today claim they have an AI strategy. ML also plays a role here.

CX 26

CX B2C Engineering B2B 26

DMG Consulting

AUGUST 16, 2022

Intelligent virtual agents are omnichannel by design, allowing organizations to interact with customers in multiple channels, even during the same conversation. IVAs Are Good for Agents and CX. Today’s IVAs use machine learning (ML) to identify new use cases and make recommendations on how to respond to them.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

Shep Hyken

JULY 1, 2022

While there is no one-size-fits-all solution for this problem, machine learning (ML) offers a promising way forward. Readily access and integrate one or more of the following elements into your strategy to improve customer experience (CX) in the travel industry: . Ways to Improve Customer Experience in Travel Industry. Smart Rooms.

E-commerce 69

E-commerce Social Media ML Touchpoint 69

SurveySensum

MAY 19, 2023

This CX metric has the ability to gauge customer loyalty and predict business growth. NPS, or Net Promoter Score, is a CX metric used to gauge a business’s customer satisfaction and loyalty. By implementing AI tech like chatbots, banks can respond faster to customer queries improving their CX.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Zendesk

NOVEMBER 3, 2023

Generative AI uses machine learning (ML) algorithms to analyze large data sets. It’s designed for the entire service experience and trained on the best customer experience (CX) data—billions of data points from real customer interactions. Zendesk, for example, offers generative AI in the unified, omnichannel Agent Workspace.

AI 52

AI Machine Learning Artificial Intelligence ML 52

SurveySensum

JULY 2, 2023

Renowned for NPS, CES, and CSAT surveys , it offers a comprehensive CX program that covers every stage. Qualtrics Qualtrics is a CX management platform that helps businesses run, analyze and act on customer feedback. It’s a comprehensive CX management tool designed to help businesses understand their customers.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52