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. People expect to be able to interact with business in a variety of ways like social media, via live chat, over SMS, over the phone, and more.

Social Media 105

Social Media Artificial Intelligence CRM Omnichannel 105

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

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Highlight your most valuable customers on your social media and website. Increased Use of AI As AI technology increases its capabilities, it will directly impact chatbot quality.

Customer Experience 83

Customer Experience ML Social Media CX 83

Zendesk

NOVEMBER 3, 2023

In just a few short decades, the internet went from existing in science fiction media to a common tool with over 5 billion users worldwide. Recent technological breakthroughs have introduced generative AI to the masses, putting it on a faster track to popularity than the World Wide Web. How does generative AI work?

AI 52

AI Machine Learning Artificial Intelligence ML 52

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DMG estimates that more than 90 percent of the self-service solutions in use today are outdated and need a complete overhaul of their technology, functionality, and user experience.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

UJET

AUGUST 6, 2019

With the launch of smartphones and social media, channels became more augmented. . Voice and IVR improved through the implementation of more modern technology like Wi-Fi calling through smartphones and offering more options through a single device. Social media apps reinforce content sharing through photos, videos, and more.

Artificial Intelligence 78

Artificial Intelligence Machine Learning Social Media Entertainment 78

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. Medallia integrates with a wide range of data sources such as CRM systems, social media, contact centers and many more.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

DECEMBER 12, 2018

To stay at the top of your game in the year ahead, it’s essential to understand larger CX trends and how they are shaping our world and our industry. In this instance, AI will not replace sales people but support them in their daily activities: The technology could ask questions like, “Is today a good day to call company x?”,

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

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

Lumoa

OCTOBER 7, 2021

Digital experiences are the interactions between a user (customer, partner, or employee) and an organization that are only possible because of digital technologies. However, technology on its own doesn’t make something a digital experience. A good rule to remember is that digital experiences do what a physical process cannot.

Machine Learning 83

Machine Learning Social Media Customer Feedback Technology 83

Zendesk

DECEMBER 8, 2021

Loyal customers can help generate revenue for years to come—not only through their own purchases but also by becoming a brand ambassador and recommending your products or services to others via word of mouth, reviews, or social media. Loyal customers will often refer others to your company through word of mouth or social media.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

DMG Consulting

MARCH 1, 2019

Innovation comes from so many sources and in so many disciplines—technology, biotechnology, medicine, virtualization, globalization, and so much more. The past 20 years have seen the service landscape altered—faster communications, cloud-based services, new communication channels, social media, customizable systems, personalized service.

Innovation 59

Innovation Artificial Intelligence Machine Learning Social Media 59

SurveySensum

NOVEMBER 22, 2023

Set the Game Plan: Defining Your Feedback Goals Question yourself – what is it that you want to achieve from website feedback? In essence, setting the game plan for defining feedback goals lays the foundation for a successful and effective feedback implementation process. billion active social media customers.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 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

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

SurveySensum

JANUARY 26, 2022

So, to put forth your A-game you must keep track of the ever-evolving customer experience trends to come up with the best CX strategies to get into your customers’ good books and grow your business. You can even give a customized experience for customers using machine learning and predictive analytics.

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

SurveySensum

JULY 28, 2023

And Salesforce is acing this game. Yes, their customers can reach out through email, chat, in-app messaging, social media, etc. Alexa is a product of Amazon, the pioneer in this field, and has already succeeded with its voice-assisted technology. By offering a top-notch omnichannel support solution to their customers.

B2B 52

B2B Customer Experience Artificial Intelligence Omnichannel 52

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Make your tool a playground and explain the rules of the game. It's simple.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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. We can’t say it caught us by surprise. We have a great panel today with us.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Confirmit

JANUARY 27, 2020

Theme Two: The influence of new technology and the social media on customer decision-making. We raised the issue of whether or not the new technology and social media environment is beginning to fundamentally change the way that customers make decisions. Organizations want to be customer-centric.

Social Media 52

Social Media AI Non-Profits Artificial Intelligence 52

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

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Make your tool a playground and explain the rules of the game. It's simple.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

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

Qualtrics

MARCH 6, 2019

Consumers complain to call center reps about website problems, and provide product feedback in social media store reviews. Focus on letting the customer share authentic feedback, and then let the technology do the hard work of routing it to the right teams. Pulling that data into your existing CX platform will be a game changer.

CX 24

CX Customer Experience Social Media Text Analytics 24

SurveySensum

JULY 20, 2023

Utilize various channels such as digital advertising, social media, etc to raise visibility and engage potential customers. It’s made them known for being genuine, socially responsible, and for making top-notch gear. They’ve got that reputation game on lock! All this stuff they do? Now how can you do that?

Retail 52

Retail Customer Feedback CX Social Media 52

Lumoa

JUNE 14, 2023

Plus, with the proliferation of social media and online communities, it’s become ever more convenient for customers to share their experiences with a larger audience. The digital age has ushered in a host of incredible technological marvels, greatly enhancing the customer service landscape. That’s a huge disparity.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

C3Centricity

JUNE 28, 2018

Compare this to Google’s search and cloud technology; pretty limiting if you ask me. Now it is true that Google’s parent company Alphabet does dabble in other sectors such as smart-home technology, self-driving cars, aging research and more, but almost all these new developments are losing money. They call it MMO 3.0.

Machine Learning 59

Machine Learning Start-ups Innovation Entertainment 59

C3Centricity

JUNE 28, 2018

Compare this to Google’s search and cloud technology; pretty limiting if you ask me. Now it is true that Google’s parent company Alphabet does dabble in other sectors such as smart-home technology, self-driving cars, aging research and more, but almost all these new developments are losing money. They call it MMO 3.0.

Machine Learning 54

Machine Learning Start-ups Innovation Entertainment 54

Intercom, Inc.

MAY 14, 2018

Social Media : Noisy and fragmented. 96%: The vast majority, almost 96%, of bloggers drive traffic through social media, with 64% through SEO and 58% through email marketing ( Orbitmedia, 2017 ). Ready to up your content marketing game? Social media. Email: Still relevant. Engagement. Conversion.

Social Media 223

Social Media Entertainment Engineering Artificial Intelligence 223

SugarCRM

APRIL 14, 2022

Then, with this insight, using AI and machine learning (ML) to match that buyer to your company’s ideal customer profile to create a personalized experience—with assets and messages to nurture the right buyer at the right time and in their channel of choice.” Technology doesn’t have to make your life difficult.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

SugarCRM

OCTOBER 12, 2021

Marketing technology moves fast. While some of these trends are simply fads that fade away, others are serious game-changers. Marketing automation and predictive analytics are among those game-changers. It’s a new set of technologies and approaches that sit at the intersection of marketing and big data.

Predictive Analytics 47

Predictive Analytics Data Mining CRM Invoicing 47