Comm100

FEBRUARY 26, 2019

Comm100 was awarded for our AI-powered chat, which leverages Natural Language Processing (NLP) and advanced integrations to create more realistic conversations during which the bot can recognize a visitor’s intent, field clarifying questions directly to the visitor and execute transactions under the customer’s direction.

Sales 102

Sales Customer Service Contact Center Chatbots 102

Bold360

DECEMBER 19, 2018

2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. So what can we expect for 2019? Here are my thoughts: 2019 and the rise of the AI-enabled personal assistant. 2019 will be the year that consumers stop compromising.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick?

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Interactions

DECEMBER 18, 2019

The advancement of these three channels– chat, smartphones, and voice– would evolve over the next 10 years to be more aligned with what customers want: effortless and productive conversations. . Which takes us to 2019, which was a big step forward from what we saw in 2010. Chatbots passed through the Great Filter.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

CSM Magazine

MARCH 31, 2020

Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized. When it comes to chatbots, there are generally two types of sentiment in the market amongst customer service leaders. What’s is a chatbot, and why do you need one?

Chatbots 72

Chatbots Contact Center Travel Customer Journeys 72

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. So, 2019 may be the year we see more companies ditching the DIY effort and turning to the IVA experts. Bye-bye chatbots? Conversational AI. Rethinking success.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. Other “future” developments—chatbots and AI—are already here, right now. REGISTER NOW.

Self Service 169

Self Service Omni-Channel Chatbots Trends 169

Interactions

FEBRUARY 20, 2019

While the chatbot may be having its 15 minutes of fame, they’re definitely not as efficient as they’re hyped up to be. Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case? Chatbots CAN help (when done correctly).

Chatbots 54

Chatbots Consumers Infographics Analytics 54

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Then we compared these findings to what consumers said in our 2018 consumer study. And what about your company?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

UJET

JUNE 19, 2019

Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Chatbots are the next tool that will improve customer support.

Chatbots 56

Chatbots Self Service Contact Center User Experience 56

ShepHyken

DECEMBER 17, 2018

My Comment: As we head into 2019 I’m reminded of the many predictions that said that CX would be the most important focus of brands for the upcoming year. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. To help you plan for 2019, we report on six major trends that are set to shake up the industry.

Customer Service 80

Customer Service Trends Customer Care Case Study 80

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. And chatbots are progressing at a rapid pace.

Data 134

Data Chatbots Wait Times Effort Score 134

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Kitewheel

JANUARY 4, 2019

This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. In this post, we will share a few reflections on the successes and failures of customer journeys from 2018 and four key customer journey predictions for the new year.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. Our complimentary report is a valuable tool that can refine your own Net Promoter Score strategy.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. As brands look towards 2019, the customer landscape and what is important to consumers is changing. Share this page on: Tweet.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

Comm100

JANUARY 5, 2021

more than 2019. How can my live chat software be breached – and what can be done to prevent it? Live chat data can be breached several ways: some of them are unique to this platform while others may be threatening to other channels as well. Vulnerable chatbots. Free Live Chat with Unlimited Agents.

Chatbots 130

Chatbots Exercises Banking Airlines 130

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Oracle

MARCH 18, 2019

A Daymon Worldwide global study from 2018 found that only 29% of millennials usually buy the same brand, of a particular product, compared with 35% of Gen Xers, for example. Here are 3 ways to improve loyalty in 2019. The post 3 Ways to Drive Consumer Loyalty in 2019 appeared first on SmarterCX. Be transparent.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Natural language bots will grow. However, this prediction missed one critical factor: the customer.

Contact Center 55

Contact Center Chatbots Omni-Channel Analytics 55

LiveChat

FEBRUARY 1, 2019

To help you start, I’ve pulled the main takeaways from LiveChat 2019 Customer Service Report that you should focus on. In 2018, it was 82.26% , in 2017 it was 83.54%. You don’t want to introduce a bot to your customers that is poorly developed and only increases their irritation. Bots don’t bite, they boost your performance.

Report 57

Report Customer Service Chatbots Customer Satisfaction 57

Oracle

SEPTEMBER 9, 2019

Oracle OpenWorld 2019 will take place September 16 – 19 in San Francisco, with over 2,000 unique sessions planned on topics including breakthrough innovation and technology. Larry Ellison’s keynote at Oracle OpenWorld 2018. Inside the exhibit hall at Oracle OpenWorld 2018. Ready to register for Oracle OpenWorld?

Technology 45

Technology Entertainment B2C Airlines 45

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business.

Ecommerce 159

Ecommerce Chatbots How To Feedback 159

Bold360

FEBRUARY 27, 2019

To learn more about business and consumer are thinking about chatbots and AI, download our research report: * LogMeIn 2018 AI Customer Experience Report: Impact of Chatbots and AI on the Customer Journey. The post Will 2019 be the Year of the Human? You can’t get much more pro-human than that.

Self Service 40

Self Service Chatbots Fashion Metrics 40

Answer Dash

JANUARY 9, 2019

With that in mind, here are my five predictions of things to look for in customer experience in 2019: 1. One bank redesigned its claims process to use bots to handle 1.5 The work of 85 bots was equal to the output of 200 full-time human employees but was only 30% of the cost. million requests each year.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Answer Dash

JANUARY 1, 2019

I’ve heard this spoken of chatbots, in particular, this year. Statements like, “Chatbots will automate X% of your customer interactions” and “Your competition is working on a chatbot as we speak” have been uttered in my presence. To conclude, it’s been a good year of product demos and I expect the same in 2019.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Oracle

OCTOBER 2, 2019

in 2019 to $3.535 trillion, and by 2023, the industry is expected to be worth US$6.54 A post shared by ASOS (@asos) on May 17, 2018 at 11:57pm PDT. AI-powered chatbots. According to Gartner , 25% of customer service and support operations will integrate chatbot technology on their customer engagement channels by 2020.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Cyara

JULY 9, 2019

LEX is one example of such a service that would be difficult, if not impossible to implement, in a premise-only environment.

Contact Center 52

Contact Center Average Handle Time Competitive Advantage Chatbots 52

Fox Metrics

JUNE 25, 2020

A 2019 Edelman Brand Trust Survey found that 60% of consumers trust the opinion of influencers about products and services. Chatbots is one of the fastest-growing digital marketing trends in 2020. More than 50% of the respondents of a LivePerson survey said they prefer messaging online chatbots to speaking to humans. Automation.

Trends 111

Trends Marketing Social Media Advertising 111

CSM Magazine

SEPTEMBER 25, 2019

Helpshift, the company revolutionizing customer service through its intelligent digital-first platform, has released new data revealing consumer sentiment about chatbots and automation in customer service. Customers are more accepting of automation and chatbots than ever before.

Consumers 40

Consumers Chatbots Comparison Retail 40

Oracle

SEPTEMBER 4, 2019

As Hurd said at ModernCX 2019 , “The customer doesn’t delineate whether I’m engaged with you on the web versus when I’m engaged with you on the phone or in person. Two spaces in particular stand out in 2019: email and live chat. It’s all one experience. Connected data helps companies improve CX.

Connections 71

Connections Customer Experience B2C B2B 71