Intercom

APRIL 25, 2024

In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? But AI is reliant on human input.

AI 52

AI CX Customer Service Technology 52

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

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. With just 1,400 bikes sold in the first year on U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience.

AI 52

AI Customer Experience CX Gaming 52

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience.

AI 52

AI Customer Experience CX Gaming 52

Intercom, Inc.

MAY 11, 2022

At Intercom, keeping it simple means being deliberate about getting things into our customers’ hands in the most straightforward way. Keeping things simple leads to solutions that are easier to build and maintain, and more intuitive for our customers. At Intercom, we steer away from complexity and keep things simple.

Engineering 145

Engineering Start-ups Innovation Technology 145

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. Their session demonstrated how a partnership approach can augment lean customer care teams to design, build, and scale transformation initiatives within the contact center.

Contact Center 97

Contact Center Innovation AI Technology 97

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Execs In The Know

APRIL 26, 2023

To ensure that organizational transformation is a successful undertaking, it is important to understand not only the benefits but also how to overcome potential pitfalls. Organizational transformation is a hot topic for CX leaders and business executives alike.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Intercom, Inc.

JULY 28, 2022

Growth is arguably the most defining and sought-after trait of technology companies. It fluctuates, plateaus, goes up and down with each new round of funding, new competitor, new technological leap – or even a global pandemic or economic downturn. However, growth is seldom linear, as is all too clear in the current economic climate.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Job impacts?

Innovation 78

Innovation AI Management Consulting Education 78

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.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. I tend to agree.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Where B2C goes, B2B follows. CX is everywhere.

B2B 122

B2B Innovation CX Education 122

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In addition, you’ll learn how to use sentiment analysis to drive emotional impact.

Sentiment Analysis 83

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 83

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 52

AI Customer Experience Social Media Machine Learning 52

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. AI has been quite overhyped in the past. The hype strikes back.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

MAY 13, 2022

In every business and industry, customers will have questions or need support before, during, and after a sale. Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

TeamSupport

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Customer Experience 98

Customer Experience B2B Gaming Customer Satisfaction 98

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Here, I will tackle some of the common questions around it: Does it exist? How do I get it?

B2B 291

B2B Engineering Start-ups Transportation 291

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. I’ve been self-isolating” would be equally unusual.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. 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!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Intercom

APRIL 18, 2024

It represents a huge leap forward in the customer service space and will completely change the way support teams work. But what does that change look like in practice? Our own Support team and early beta testers have been using Fin AI Copilot for quite some time now, and seen firsthand just how impactful it can be.

AI 52

AI Start-ups Innovation Customer Service 52

Fonolo

JUNE 2, 2022

With remote work technology and shifts to e-commerce, many people who couldn’t access call center jobs could now participate. Hiring various people with various backgrounds, life experiences, and skillsets is beneficial to business and benefits everyone. It’s the simplest equation we know—happy agents = happy customers.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. They are still important.

CX 123

CX Customer Experience Non-Profits Social Media 123

Shep Hyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Then, recognize that the person using the AI technology and the person impacted by it may not be the same person.

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Logicalware

JANUARY 29, 2024

Imagine you’re an agent who gets a call from a customer that is struggling to resolve an issue with a product or service they have bought. You could have prepared yourself to better help the customer. Does this sound like a familiar interaction? They need to evolve with customer needs and future-proof themselves.

Customer Experience 52

Customer Experience Artificial Intelligence Data Entry Omnichannel 52

Execs In The Know

FEBRUARY 7, 2024

But with cobot technology, you never even build the monorail in the first place. They would drive on the existing roads with other traffic and easily learn how to add new stops to keep up with the constant changes. Cobots Applied to Customer Care So how does all of this connect to AI and automation for contact centers?

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.

Customer Experience 104

Customer Experience E-commerce Technology Technology 104

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. That’s one of the reasons this tech has grown in popularity — and for customer experience in particular. The technology behind conversational AI How does conversational AI work? Let’s dive in.

AI 125

AI Artificial Intelligence Machine Learning ML 125

Steven Van Belleghem

JUNE 27, 2023

But that does certainly not mean that we should underestimate this evolution. As an experiment, she asked ChatGPT to respond, which did a pretty good job, compared to the humans: “I am deeply sorry for your loss and I know how difficult it can be to cope with the death of a loved one. It’s part of an exchange.

CX 67

CX Healthcare AI Construction 67

Fonolo

AUGUST 24, 2021

Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. How does a call center environment affect agents? It also impacts employee engagement and retention. Customer experience.

Contact Center 148

Contact Center Technology Technology Education 148

CallCare

AUGUST 14, 2023

It’s safe to say that artificial intelligence (AI) is changing the way businesses approach customer services. Thanks to recent technological advances, it’s never been easier for brands to enhance their overall customer experience without having to better train staff or increase recruitment. How does live chat work?

AI 52

AI Artificial Intelligence Technology Technology 52

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. But not all is lost – today’s guest shares her thoughts on how to get it back up. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167