Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

ShepHyken

APRIL 22, 2024

My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success.

Study 109

Study Training Innovation ROI 109

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 56

Data Leadership Company Culture 56

ECXO

MARCH 20, 2024

Natalie Petouhoff , a Global AI + Empathy Adviser. Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. Adam joins Inbenta at a time when efforts to expand Inbenta’s Conversational AI platform and footprint are fast underway.

Ecommerce 98

Ecommerce Government Leadership Chatbots 98

BlueOcean

OCTOBER 23, 2023

Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program. AI Describe your current AI capabilities and services. How long have you been delivering AI solutions as part of your contact center services? What results have you seen?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. AI’s Role in Research Fact or Fiction: AI technology will replace the respondent. “When using AI, there is a significant potential for bias,” she observed.

Trends 59

Trends Innovation Leadership Data 59

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Is Generative AI practical? Generative AI is generating a lot of hype, and with good reason. Generative AI is generating a lot of hype, and with good reason. But it’s not yet fully baked or thoroughly tested, and not all AI is the same.

Call Center 109

Call Center Chatbots Technology Self Service 109

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Think Customers

FEBRUARY 1, 2024

The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape. CCW Austin delivered an immersive experience for attendees that covered the evolving intersection of AI, customer engagement, and leadership empowerment.

Data 52

Data Leadership Innovation Industry 52

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Government 125

Government Training Data Policies 125

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Totango

JANUARY 22, 2024

Additionally, our CAB members are buzzing about AI. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Customer Success 94

Customer Success Consulting Customers Leadership 94

ShepHyken

MARCH 18, 2024

My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. The budget calls for many areas to improve, thanks to technology and AI.

Customer Service 78

Customer Service Government Employee Experience Video 78

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. You may be able to train internally for these new leadership roles or bring in new talent.

Knowledge Base 105

Knowledge Base Leadership eBook System 105

Forrester's Customer Insights

OCTOBER 24, 2023

We just released a huge new report: How Security Tools Will Leverage Generative AI with collaboration across the entire Forrester Security and Risk team.

Tools 66

Tools Leadership Report Data 66

Amplifai Coaching Category

OCTOBER 20, 2023

Learn how modern contact centers are harnessing the dual strengths of AI and human-centric leadership to set the pace in an ever-evolving industry.

Contact Center 59

Contact Center Leadership Industry 59

Playvox

FEBRUARY 27, 2024

One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Implemented correctly, AI allows companies to adapt and thrive in an increasingly competitive business landscape, maximizing productivity and driving growth. Attract new talent? What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024. ” The post Inbenta Appoints Merlin Bise as Chief Technology Officer appeared first on Inbenta.

Roadmap 52

Roadmap Banking Leadership Technology 52

West Monroe

FEBRUARY 13, 2024

About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Don shares his journey from finance to founding Satisfi Labs, emphasizing the role of AI in personalizing fan engagements and the future of digital consumerism in sports.

Sports 98

Sports Tourism Entertainment Technology 98

West Monroe

AUGUST 15, 2023

With its data processing and decision-making capabilities, AI drives better outcomes and predictive maintenance. Manufacturers must understand AI's potential impact on factory operations, workforce strategies, and overall business benefits. The project conducted a survey among industry stakeholders and provided these key takeaways.

Industry 52

Industry Leadership Government Report 52

West Monroe

AUGUST 15, 2023

With its data processing and decision-making capabilities, AI drives better outcomes and predictive maintenance. Manufacturers must understand AI's potential impact on factory operations, workforce strategies, and overall business benefits. The project conducted a survey among industry stakeholders and provided these key takeaways.

Industry 52

Industry Leadership Government Report 52

AWS Machine Learning

FEBRUARY 1, 2024

Data is the foundation to capturing the maximum value from AI technology and solving business problems quickly. To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. In seconds, SageMaker Canvas has created the chart grouped by severity.

Data 88

Data Analysis Technology Report 88

Gainsight

DECEMBER 15, 2023

Between sky-high interest rates and AI-driven disruption, we don’t see the speed of change slowing down anytime soon. Specifically, they discussed Opportunities for CS in a World Full of Change and AI. Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom.

Tips 52

Tips Leadership Sales Training 52

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

CSM Magazine

APRIL 17, 2024

In some cases, you may not even need a human to do certain tasks – which is where the integration of AI often comes into play. Tools powered by AI technology like ChatGPT can help speed case resolution by identifying familiar types of inquiries and responding with automated emails and/or scripts.

Customer Service 59

Customer Service Sports Banking Analytics 59

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Integrating Technology and Personalization CX leaders know that investing in technology such as AI and automation empowers our customers.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

CSM Magazine

FEBRUARY 7, 2024

Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI. As businesses strive to bridge various skills gaps, particularly in areas like generative AI, they will prioritize acquiring and developing the necessary skills.

Trends 52

Trends Competitive Advantage Analytics Leadership 52

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Uniphore

DECEMBER 6, 2021

” Becoming a truly respected leader, therefore, requires a strong mindset and a particular set of leadership skills , including: 1. Management competency and strong leadership are central to the success of any contact center. For more insights on contact center leadership, tune in to our Conversations That Matter podcast.

Contact Center 130

Contact Center Leadership Training Technology 130

West Monroe

JULY 19, 2023

The new Manufacturing Leadership Council (MLC) study about artificial intelligence , as a part of MLC’s Manufacturing in 2030 Project, reveals that a majority of manufacturers are underway with AI pilot projects in areas such as production, IoT data analysis, preventive maintenance, quality management, and supply chain management.

Leadership 52

Leadership Industry Analysis Study 52

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. .

Call Center 124

Call Center Trends Self Service Contact Center 124

ShepHyken

JULY 31, 2023

It is important for leadership and management to know that the customer doesn’t care about silos and what is happening in the background. Use AI to provide contextual information to the agent as the conversation is happening. Customer interaction often spans multiple departments or silos within a company.

Interaction 118

Interaction Chatbots Knowledge Base Contact Center 118

Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. As someone who worked in AI and CX for many years I was really excited to hear that the industry is headed into the direction I envisioned when we founded Thematic. The largest booth was AI focused.

Conference 62

Conference NPS Hotels Self Service 62

Kustomer

NOVEMBER 30, 2023

As brands seek to leverage the power of customer experience for growth, the intersection of humans and artificial intelligence (AI) continues to redefine the ecosystem. The AI/CX Virtual Summit will bring together thought leaders and innovators who are at the forefront of this dramatic shift.

Customer Experience 52

Customer Experience Social Media Leadership Innovation 52