Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. Here’s a closer look at key AI innovations that made a splash in 2018. Chatbots take customer service to the next level. billion by 2025.

Innovation 105

Innovation Chatbots Healthcare Brands 105

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

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. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction. Make it right the first time.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Artificial Intelligence and Predictive Analytics. Using Descriptive, Predictive and Prescriptive Analytics to Make Decisions / Take Actions. Click image to enlarge.

Analytics 93

Analytics Loyalty Analysis Data 93

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Artificial Intelligence and Predictive Analytics. Using Descriptive, Predictive and Prescriptive Analytics to Make Decisions / Take Actions. Click image to enlarge.

Analytics 74

Analytics Loyalty Analysis Data 74

Oracle

FEBRUARY 23, 2018

Yes, the copy, tone, and brand identity you curate can be nurtured through smart design and interaction—but the right technology will allow you to create a superior CX that will, in the long run, be your brand’s differentiator. A CRM lets you streamline your customer service offering in one place and analyze interactions.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

Calabrio

JULY 25, 2019

2018 “Leader” Consumer Cellular saved money, significantly improved service levels and decreased abandon rates by using Calabrio ONE to manage agent schedules and automate critical contact center reporting. Calabrio’s new Analytics Competition will take the place of this award, and the contest will be held onsite at C3 2019.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

CX University

MAY 13, 2024

Just as the invention of the ATM revolutionized banking by providing 24/7 access to financial services, chatbots are transforming the way companies interact with their customers, offering instant support, personalized recommendations, and efficient problem-solving.

Chatbots 52

Chatbots Customer Experience Wait Times Study 52

Optimove

DECEMBER 18, 2018

2018 brought twice as many pink-hued lightbulbs, shining a light on 500 attendees, 12 workshop leaders, and 15 speakers sharing, absorbing, and discussing the current and future state of CRM. And as we begin wrapping up 2018, we reflect on our 4 th Optimove Connect, hoping we accomplished just that.

Connections 53

Connections Conference CRM Consumers 53

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Eighteen months ago, we weren’t seeing interactive devices in our homes that responded to our every request (i.e. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Team HGS

JANUARY 30, 2018

Advantages of Using Analytics in Customer Experience. By Subramanya C, HGS Chief Technology Officer Analytics goes hand in hand with today’s optimized customer experience strategy. As predicted by Gartner, this year 50% of agent interactions will be influenced by real-time analytics.

Analytics 69

Analytics Customer Experience e-support Insurance 69

Avaya

FEBRUARY 13, 2019

But ultimately, we want customers to walk away elated from any interaction. But what actually makes a good customer interaction? We asked IT and business leaders in Nemertes’ 2018/19 Digital Customer Experience research study of 697 global organizations. A satisfied customer might say: “OK, that went well. I got what I needed.”

Interaction 45

Interaction How To B2B B2C 45

NetBase

MAY 20, 2019

We’re here to help marketers prove they’re putting their brand’s money where the engagement is with analytics tool tips that they can implement immediately. Capturing relevant analytics to support a brand’s social media spend is challenging in itself, made so much more so when the rules of the road are in a constant state of flux.

Analytics 58

Analytics Banking Airlines Comparison 58

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. Additionally, chatbots can easily be embedded into your website to help you interact with your clients directly via messages. Artificial intelligence is not meant for just a few big companies.

Chatbots 50

Chatbots Trends Technology Social Media 50

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. At that current rate, digital was expected to overtake voice in 2018. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Preferences for how they interact with your brand today will certainly shift in the future. Go beyond basic analytics. It’s an interesting mix of industries at the top. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

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

Comm100

DECEMBER 2, 2021

Between 2018 and 2020, the adoption of chatbots increased by 67%. Account for 79% of successful interactions in mobile banking apps. As AI has improved, chatbots have increasingly handled interactions without any human intervention. billion globally in banking. Save banks 862 million working hours. Technology investment boom.

Financial 243

Financial Trends Customer Experience Chatbots 243

Oracle

SEPTEMBER 18, 2018

Less talked-about but perhaps equally as important to creating a smarter customer experience are the humans and the technology on the other end of the interaction – including salespeople, sales enablement technology, and sales force automation technology. View a complimentary copy of the full report to learn more.

Sales 40

Sales B2C B2B Report 40

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. Most tech is merely an enabler.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? One major point this article mentions is that, at least in the near future, there will still need to be human interaction. The post 5 Top Customer Service Articles For the Week of February 26, 2018 appeared first on Shep Hyken. by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

NetBase

JUNE 20, 2019

Instagram is a major channel for such influencers to be found – which is why Instagram analytics should be a crucial component of your influencer strategy. Instagram analytics became more challenging to obtain with Instagram’s API changes in late 2018. By using Instagram analytics to understand what’s driving the engagement.

Analytics 43

Analytics Entertainment Retail Brands 43

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. AI uses interaction history to develop a specific profile of each customer, allowing them to deliver high levels of personalization in customer engagement.

Tools 157

Tools Customer Service Chatbots How To 157

Bizagi

FEBRUARY 1, 2019

This requires a blend of contextual awareness, effective decision management, responsiveness to events and advanced analytics.” . With intelligence built in, organizations can continuously improve on the success over time using the analytics that only digital processes provide. . What we’re seeing in the market .

Analytics 40

Analytics Interaction Technology Trends 40

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . Moreover, customer service interactions are nearly four times more likely to lead to disloyalty than loyalty. Recapping Day 3 of C3 2018 appeared first on Clarabridge. That’s A Wrap! Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019! The post That’s A Wrap!

Self Service 40

Self Service Social Media Healthcare Conference 40

Retently

JUNE 24, 2018

Besides this, they have more specific analytics and reporting features, allowing you to efficiently gather, analyze and act on the received customer feedback. Last but not least, in-app surveys are used extensively by the majority of SaaS businesses or those interacting with customers in an online portal. Multiple NPS campaigns.

NPS 108

NPS Net Promoter Score Software How To 108

inmoment

NOVEMBER 15, 2018

The Federal Government’s 2018-19 budget revealed a $29.9 Products ranged from big data analytics to speech recognition to advanced decision making to predictive technology. Automate simple customer interactions. In Australia, AI is hot on the agenda. trillion opportunity by 2030 with greater investment in AI.

Interaction 40

Interaction Chatbots Hospitality Retail 40

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more. View more details.

Customer Experience 40

Customer Experience Hotels B2B Innovation 40

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. It’s not about what you put out there – it’s about how social consumers interact with you and each other. All are part of any state-of-the-art Social Analytics tools suite. Engagement.

Social Media 49

Social Media Analytics Metrics Airlines 49

Talkdesk

NOVEMBER 29, 2017

To help contact centers make the most of their valuable time and help you avoid digging through all the resources available online, we pulled together a list of five must-see videos to address the hottest contact center topics in 2018 like transforming your contact center and preparing for the insurgence of artificial intelligence.

Contact Center 40

Contact Center Video Call Center Hotels 40

Merkle

NOVEMBER 26, 2018

Non-profit organisations often don’t have access to best-in-class analytics and strategic counsel, and as a market leader in this field, we wanted to address the gap. The post Preventing human trafficking through the power of advanced analytics appeared first on Aquila Insight.

Analytics 40

Analytics Social Media Leadership Trends 40

AWS Machine Learning

SEPTEMBER 19, 2023

In the interaction, we demonstrate how multi-modal agents plan and run the user query and retrieve the results from the relevant data sources. The agent memory that holds the chain of user interactions with the agent is saved in DynamoDB. Transcribe Audio Tool – To convert audio recordings to text files using Amazon Transcribe.

Financial 95

Financial Multi-Channel Marketing Analysis 95

NICE inContact

DECEMBER 17, 2018

Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Add to that our broad CRM and 3rd party integrations and you have the essentials for a highly personalized customer experience at scale.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Verint

JANUARY 22, 2018

Capturing this data has spawned a burgeoning market for analytics and related business intelligence tools. From centralized dashboards, managers can monitor, analyze and respond to inputs from multiple surveys and digital interactions. Among these are Enterprise Feedback Management (EFM) systems.

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29