Intercom, Inc.

DECEMBER 31, 2019

He suggested that “we are in the middle of a dramatic and broad technological and economic shift in which software companies are poised to take over large swathes of the economy.”. Here, we trace some of the biggest trends and stories in technology over the past decade, and try to find a narrative to make sense of it all.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

Lightico

FEBRUARY 22, 2024

The insurance industry is experiencing a transformative wave of innovation driven by Intelligent Document Processing (IDP). In an era where efficiency, accuracy, and speed are paramount, IDP emerges as a game-changer, revolutionizing insurance operations and redefining the landscape of document processing.

ML 52

ML Machine Learning Compliance Customer Satisfaction 52

CommBox

JULY 1, 2021

Commbox announces one of its most innovative features to date, a cutting-edge WhatsApp Bot-Squad, launched as part of insurance enterprise Clal’s rapidly-growing digital customer service. Alongside the cutting-edge technology, the Bot-Squad seamlessly integrates with WhatsApp Business API, putting the client’s needs front and center.

Machine Learning 98

Machine Learning Omnichannel Social Media AI 98

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. A report predicts that the AI market size will reach US$ 270 billion by the end of 2027.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

ECXO

APRIL 10, 2024

This could involve innovative approaches to product design, unique marketing strategies, or exceptional customer service that exceeds customer expectations. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations. This leads to stronger relationships and greater customer loyalty.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Hodusoft

DECEMBER 6, 2023

In substance, dynamic scripting represents an innovative vault forward, aligning call center practices with the customer-centric morality of the current period. Offering complete training ensures that agents feel confident using dynamic scripting technology and comprehend how it simplifies their tasks.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

DMG Consulting

MARCH 31, 2022

DMG estimates that more than 90 percent of the self-service solutions in use today are outdated and need a complete overhaul of their technology, functionality, and user experience. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited. & Solving the Problem.

Machine Learning 54

Machine Learning Artificial Intelligence Omnichannel ML 54

Ameyo Callversations

FEBRUARY 22, 2022

Artificial intelligence (AI), also called machine learning, has hugely impacted the digital world. AI incorporated CX technologies leverage deep learning and natural language understanding to automate even the most minor interactions that can make up a user’s experience. Machine Learning.

AI 52

AI Artificial Intelligence Machine Learning CX 52

DMG Consulting

OCTOBER 16, 2018

2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. Innovation. What’s New with Workforce Management?

Contact Center 83

Contact Center Artificial Intelligence Machine Learning Innovation 83

Uniphore

DECEMBER 21, 2021

The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry. We reached new milestones, earned top-tier recognition, impressed our stakeholders – from customers to analysts and investors to employees – and unveiled some truly game-changing developments.

Machine Learning 49

Machine Learning AI Innovation Government 49

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In the CX game, similar principles apply. And: It’s time for you to win.

CX 90

CX Gaming Artificial Intelligence Social Media 90

Neosperience

FEBRUARY 6, 2020

Before I start telling you about the Nestore European project, to which we have dedicated some of our best resources in the last year, we would like to draw the lines of the technological and methodological innovations that are emerging in both public and private health sectors. Future innovations, however, do not stop there.

Artificial Intelligence 52

Artificial Intelligence Innovation Machine Learning Healthcare 52

Zendesk

JANUARY 25, 2024

An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Customer service technology has come a long way from the oldest documented customer complaint inscribed on a more than 3,700-year-old clay tablet.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. 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.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

MAY 16, 2019

unemployment rate reflects the great value of robotic process automation (RPA) in driving productivity improvements and innovation, which increases the need for workers. Twelve years ago, desktop analytics (DA) technology entered the service world, promising to empower business managers with automated next-best-action or real-time guidance.

Contact Center 76

Contact Center Machine Learning Artificial Intelligence Technology 76

Qualtrics

MARCH 14, 2019

X4 2019 saw HR professionals from around the world gather to hear from the brands creating breakthroughs in Experience Management including Patagonia, Sephora, Zillow Group, Riot Games and Coca-Cola. The post New at X4: See the Employee Experience innovations from X4 2019 appeared first on Qualtrics. Book a demo. Book a demo.

Innovation 37

Innovation Machine Learning Gaming Technology 37

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan.

Technology 48

Technology Technology Manufacturing Transportation 48

DMG Consulting

JUNE 11, 2019

It provides the game-changing innovation that is opening doors to unlimited new possibilities in many fields. AI and automation technologies are already being used as enablers of digital transformations in many businesses, and the potential benefits are massive,” said Donna Fluss, President of DMG Consulting. “IVA

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

APRIL 28, 2024

The pressure is rising for businesses to step up their CX game. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. This technology not only enhances the platform’s usability but also enriches the quality of insights available.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom

MARCH 9, 2023

For years, the industry has lauded the potential for AI and machine learning to radically transform the way we work, especially as advancements in computing power and data storage made it possible to train larger and larger models. Is this wave of innovation any different from past waves? We can’t say it caught us by surprise.

Customer Service 64

Customer Service AI Machine Learning Technology 64

DMG Consulting

MARCH 31, 2019

The fact that these customized contact center solutions can be built and customized quickly and easily, using standard development languages, is a game-changer. The leading CBCCI vendors recognize that AI is the future of contact center technology.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

UJET

DECEMBER 10, 2020

Different companies’ Virtual Agents vary drastically in both design and function, depending on how they’re set up and what technology they are equipped with. Machine learning (ML) is computer programming that enables AI to adjust interactions with humans by analyzing, or learning from, previous interactions.

ML 72

ML Customer Service AI Sports 72

UJET

DECEMBER 10, 2020

Different companies’ Virtual Agents vary drastically in both design and function, depending on how they’re set up and what technology they are equipped with. Machine learning (ML) is computer programming that enables AI to adjust interactions with humans by analyzing, or learning from, previous interactions.

ML 72

ML Customer Service AI Sports 72

Intercom

JANUARY 31, 2023

 In December, our Director of Machine Learning, Fergal Reid , and I sat down to chat about the launch of ChatGPT : the good, the bad, the promise, the hype. In product development, customers are always the ultimate arbiter – you may build amazing technology, but if it doesn’t solve a problem for them, it’s not worth it.

AI 64

AI Machine Learning Start-ups Gaming 64

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. So today, as I said, we’re announcing five new product innovations. It acts as a customer hub with machine learning-powered content suggestions. Paul Adams: Hey, everybody.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. In January.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Qualtrics

JULY 23, 2019

Data is the driving force in your company and you can learn from the experts in the industry by following them on Twitter. These market research professionals bring you the latest news and thought-leadership so you can stay on top of your research game. Follow Ben for insights into research and technology. ( @BenBajarin ).

Net Promoter Score 32

Net Promoter Score Entertainment CRM Innovation 32

SugarCRM

AUGUST 19, 2019

Driven by the phenomenal pace of technology and ever-increasing customer expectations, modern manufacturing businesses – from producers through to wholesalers and distributors – have had to adapt to a entirely new set of rules. To say it’s been a game-changer is an understatement. Continued investment in IoT.

Manufacturing 20

Manufacturing Sales Predictive Analytics CRM 20

Steven Van Belleghem

JANUARY 16, 2019

Bytedance’s content platforms TikTok and Toutiao, too, are masters at buying and holding people’s attention though machine learning: we’ll surely see some further endeavors in the advertising category if their élan continues. And let’s not forget about Tencent. But here too, I believe that China will dominate the market.

E-commerce 52

E-commerce Healthcare Retail Finance 52

ECXO

APRIL 29, 2024

It’s a fascinating tale of desire, aspiration, and constant innovation. In this quest for the silver bullet, companies have turned to technology. They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences.

CX 87

CX Innovation Technology Technology 87

SugarCRM

MAY 31, 2021

The ones who get out front of automation and AI transformation will have the biggest advantages in the near future of the digital economy, having leveraged early on the many uses of groundbreaking technology like the time-aware CRM tools provided by SugarCRM. Game-Changing Automations for Sales Teams.

AI 26

AI Sales Artificial Intelligence CX 26

C3Centricity

JUNE 28, 2018

CEO Mark Schneider said of the sale: “This move allows Nestlé to invest and innovate across a range of categories where we see strong future growth and hold leadership positions, such as pet care, bottled water, coffee, frozen meals and infant nutrition”. This past month we saw them (finally) selling their U.S. They call it MMO 3.0.

Machine Learning 59

Machine Learning Start-ups Innovation Entertainment 59

C3Centricity

JUNE 28, 2018

CEO Mark Schneider said of the sale: “This move allows Nestlé to invest and innovate across a range of categories where we see strong future growth and hold leadership positions, such as pet care, bottled water, coffee, frozen meals and infant nutrition”. This past month we saw them (finally) selling their U.S. They call it MMO 3.0.

Machine Learning 54

Machine Learning Start-ups Innovation Entertainment 54

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. James Hardwick – Industry Director for Gaming, Media, Entertainment, and Software at Oracle.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Hodusoft

NOVEMBER 24, 2021

Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. Most important call center features for 2022. Call centers can maintain accuracy in all conversations with the help of recording technology.

Artificial Intelligence 105

Artificial Intelligence Social Media CRM Omnichannel 105