Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Typically, this data lives in multiple systems and is only looked at by the teams that collect it ( and unfortunately, sometimes not even them!).

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. Infusion of new technologies is critical, and this is where machine learning and AI prove their value.

Customer Experience 108

Customer Experience How To Roadmap Analysis 108

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 82

Customer Journeys Customer Success Sports Software 82

Storyminers

JUNE 3, 2022

Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). What makes CX work, in my opinion, is that a robust CX methodology ties all the loose ends of a business together. What CX trends do you see emerging this year?

Trends 147

Trends Customer Experience Wireless Entertainment 147

NICE inContact

AUGUST 13, 2019

It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. The future of digital conversations is here — and innovations are enabling organizations to reach their customers like never before. What does the future of digital-first customer service look like today?

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

Thematic

MAY 10, 2023

You might still remember the AI Winter. Back then people’s concerns were about AI’s delivery on its promises. The majority of people, including AI experts, are surprised at just how much AI can deliver technologically. We know AI works, and we know that it’s the future.

Analysis 62

Analysis Feedback Data Social Media 62

Vonage

APRIL 4, 2017

Recently, Craig Borowski, Customer Service Market Analyst for the online technology consultancy Software Advice, released a new report which studied if better customer service is the “necessity” that AI needs to be relevant. We had the opportunity to speak with Mr. Borowski to learn a little more about what his research uncovered.

Customer Service 159

Customer Service Chatbots Social Media Software 159

ShepHyken

NOVEMBER 2, 2018

We cannot escape the future. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future. However, what people don’t realize is that it’s not only easy to start building a chatbot, but it has become a necessity for those who wish to maintain growth in a company.

Chatbots 89

Chatbots Customer Journeys Customer Experience How To 89

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal agents are AI systems that can understand and analyze data in multiple modalities using the right tools in their toolkit. Multi-modal agents, in conjunction with generative AI, are finding a wide spread application in financial markets.

Financial 101

Financial Multi-Channel Marketing Analysis 101

ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. Predictable.

Communication 70

Communication Contact Center Return on Investment System 70

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

SurveySparrow

JUNE 27, 2023

This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics? Before we start, let’s understand what customer journey analytics is. It uses data to show you what your customers want. It uses data to show you what your customers want.

Customer Journeys 52

Customer Journeys Analytics Tools Analysis 52

BirdEye

JULY 7, 2023

However, this is only possible with the aid of an AI chatbot that retrieves the right information from your company’s knowledge base. However, this is only possible with the aid of an AI chatbot that retrieves the right information from your company’s knowledge base. Table of contents What is a chatbot for customer service?

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Lithium

MARCH 7, 2023

Please fill out this quick survey and help shape the future of Atlas! Some blog areas are limited to Khoros customers only. TikTok, AI, and Influencers: a guide to 2023 social trends - Our guide to 2023 social trends offers insight into how social media will change this year. Sign up today !

Self Service 52

Self Service Omni-Channel Social Media Roadmap 52

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. First, we’ll examine what a SaaS QBR is and why they’ve become so important. Then we’ll look at how digital technology has made the traditional QBR outdated and how AI is helping software providers increase the efficiency of SaaS QBRs. What Is a QBR in SaaS?

Customer Journeys 97

Customer Journeys Net Promoter Score Meeting B2B 97

AWS Machine Learning

MAY 19, 2023

Accessibility has come a long way, but what about images? Through the use of multiple AI/ML services, “Describe For Me” generates a caption of an input image and will read it back in a clear, natural-sounding voice in a variety of languages and dialects. The Amazon Cognito Identity pool grants temporary access to the Amazon S3 bucket.

Video 89

Video Training Conference Technology 89

Interactions

MAY 7, 2020

Automation powered by Conversational AI is being discussed and considered more frequently than ever before. According to Accenture’s Build-to-scale Report , companies strategically scaling AI have nearly 2x the success rate and 3x the return from AI investments, versus companies pursuing siloed proof of concepts.

Contact Center 71

Contact Center Wait Times Technology Training 71

Avaya

SEPTEMBER 19, 2018

Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. It seems one cannot pick up a newspaper or magazine in 2018 without seeing a headline related to artificial intelligence (AI).

Customer Care 94

Customer Care Contact Center Government Healthcare 94

Storyminers

JANUARY 12, 2017

Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). What makes CX work, in my opinion, is that a robust CX methodology ties all the loose ends of a business together. What CX trends do you see emerging this year?

Trends 171

Trends Customer Experience Wireless Entertainment 171

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. The world and the market had changed! Now, a decade later, the COVID-19 pandemic has taken the world by surprise.

Self Service 199

Self Service Airlines Hospitality Travel 199

North Highland

MAY 24, 2019

There are probably no two topics more convoluted to business leaders right now than “digital transformation” and “AI.” Here’s why business leaders need to integrate AI needs with their digital transformations: SPEED TO MARKET: If you wait until your digital transformation is over to begin the work on AI, it’s too late.

Culture 53

Culture Call Center Data Consulting 53

AWS Machine Learning

DECEMBER 12, 2022

In this post, we show you how to use JumpStart to build Amazon Comprehend custom classification and custom entity detection models as part of your enterprise NLP needs. JumpStart also provides other resources like notebooks, blogs, and videos. SageMaker JumpStart. You can train and tune these models.

Training 75

Training Customers Resources Examples 75

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. However, it is important to look behind the headlines in order to understand its real impact, what it involves and how it can be deployed across a range of industries, including customer experience. Published on: May 08, 2019.

Self Service 55

Self Service Chatbots Exercises Contact Center 55

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. What are the drivers of migrating contact centers to the cloud?”.

Contact Center 52

Contact Center Average Handle Time Competitive Advantage Chatbots 52

Provide Support

FEBRUARY 8, 2018

AI Chatbots Vs. Human Powered Live Chat. Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. Published in Provide Support Blog , 2018. Read more.

Chatbots 62

Chatbots Customer Service Interaction Survey 62

Method:CRM

MARCH 20, 2023

But what exactly is a customer web portal, and how does it work? What are customer portal solutions? Instead, they can independently access what they’re looking for with ease in a centralized location. Since your customers can access what they need independently, your support team will not be as busy with individual issues.

Self Service 52

Self Service CRM Knowledge Base Software 52

Method:CRM

MARCH 20, 2023

But what exactly is a customer web portal, and how does it work? What are customer portal solutions? Instead, they can independently access what they’re looking for with ease in a centralized location. Since your customers can access what they need independently, your support team will not be as busy with individual issues.

Self Service 52

Self Service CRM Knowledge Base Software 52

Bizagi

AUGUST 1, 2019

IDC predicts that by 2020, at least 55% of organizations will be digitally determined, transforming marketing and reimagining the future through new business models and digitally-enabled products and services. 1 – What exactly is Intelligent Process Automation? The Four Main Elements of Intelligent Process Automation.

Technology 64

Technology Innovation Groups Software 64

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Contact Center Gamification 122

Wootric CX Blog

JUNE 19, 2019

And, AI happens to be a potent weapon that could help you win this war. But first, what is AI? In simple terms, AI refers to the intelligence showcased by machines that enables them to think and analyze vast quantities of data for valuable insights that can drive businesses in many spheres. In fact, AI is all around us.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Avaya

JULY 8, 2019

New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. The research found that organizations using AI in the contact center are most likely to be only halfway through their implementation. Top Barriers of Contact Center AI.

Contact Center 45

Contact Center Omni-Channel Analytics CRM 45

Pointillist

SEPTEMBER 10, 2020

Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Circular Edge

DECEMBER 1, 2022

JDE InFocus Release 23 Featured Highlights October 25, 2022 | Blog Credit: Chelsea Krieger. The Oracle JDE team welcomed InFocus 2022 attendees with the JDE keynote and roadmap sessions – and what an exciting way to start the week! As you might recall, Release 22 represents the beginning of a new naming convention for 9.2

Self Service 52

Self Service Roadmap Tools Resources 52

AWS Machine Learning

AUGUST 15, 2022

An IDP pipeline with AWS AI services empowers you to go beyond OCR with more accurate and versatile information extraction, process documents faster, save money, and shift resources to higher value tasks. In this two-part series, we discuss how you can automate and intelligently process documents at scale using AWS AI services.

Banking 74

Banking e-support Training Effort Score 74

Storyminers

JANUARY 12, 2017

Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). What makes CX work, in my opinion, is that a robust CX methodology ties all the loose ends of a business together. What CX trends do you see emerging this year?

Trends 100

Trends Customer Experience Wireless Entertainment 100

ChurnZero

OCTOBER 30, 2020

No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Moderated by ChurnZero CEO and Founder You Mon Tsang, the panel explores three bold predictions for customer-facing teams as well as what lies ahead for Customer Success.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Bizagi

AUGUST 1, 2019

IDC predicts that by 2020, at least 55% of organizations will be digitally determined, transforming marketing and reimagining the future through new business models and digitally-enabled products and services. 1 – What exactly is Intelligent Process Automation? The Four Main Elements of Intelligent Process Automation.

Report 48

Report Technology Innovation Groups 48