Oracle

OCTOBER 2, 2019

The global ecommerce market continues to present a massive opportunity for retailers. One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. A post shared by ASOS (@asos) on May 17, 2018 at 11:57pm PDT.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Lumoa

DECEMBER 19, 2023

This information can later be used to assist and train chatbots to provide more human-like experiences. Once emotions are detected, AI-driven chatbots and virtual assistants can assess customer sentiment during conversations and tailor responses accordingly.

Analysis 208

Analysis Social Media Trends Feedback 208

Oracle

DECEMBER 19, 2018

While shopping is nothing new for consumers, this year, the experience is changing: consumers are now more likely to interact with a chatbot during their search for presents than ever before. This year, retailers are working to better the overall customer experience by introducing bots that help mitigate those stress levels.

Chatbots 81

Chatbots Retail Comparison Hotels 81

Comm100

MARCH 16, 2022

With digital channels and technologies now available, government agencies can make great strides towards improving customer service, and do so: Securely Smoothly Incrementally and Cost-effectively. “On On the other hand, there is an immense opportunity to adopt new approaches and technologies to accelerate the change.”

Government 200

Government Customer Service Chatbots Effort Score 200

ShepHyken

JUNE 15, 2018

If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022. These numbers are staggering.

Chatbots 75

Chatbots Social Media Healthcare Study 75

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Furthermore, chat enables customers to ask follow-up questions in real time.

Trends 63

Trends Social Media e-support Chatbots 63

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

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

Oracle

MARCH 7, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Over 80 of these sessions will focus specifically on commerce trends and technologies. Ready to register now for Modern Customer Experience 2018?

Customer Experience 49

Customer Experience Chatbots Omni-Channel Loyalty 49

Comm100

FEBRUARY 26, 2019

We’re excited to announce that Comm100 was presented with a Bronze Stevie® Award in the “Contact Center Solution – New Version” category in the 13th annual Stevie Awards for Sales & Customer Service on Feb. Our vision for how AI technology can support business goals also contributed to our recognition in this category.

Sales 102

Sales Customer Service Contact Center Chatbots 102

Oracle

NOVEMBER 19, 2018

SmarterCX is proud to present the Smarter Demos series , a 2-minute-or-less look at some of the most innovative CX technologies and how they work. The second video in the Smarter Demos series features an example of a retail chatbot that harnesses artificial intelligence. Want to get a more in-depth look into the technology?

Chatbots 40

Chatbots Retail Video Innovation 40

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. At Blue Ocean, we are no stranger to the challenges this presents. The future is, it seems, here at our fingertips.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

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. Presented by Evelyn Mei, Product Strategy Manager, Oracle. CX speakers. Featured sessions.

Technology 45

Technology Entertainment B2C Airlines 45

Oracle

NOVEMBER 1, 2018

SmarterCX is proud to present the Smarter Demos series, a 2-minute-or-less look at some of the most innovative CX technologies and how they work. Christian Yarros, Solution Engineer at Oracle , shows us the chatbot and explains how it works. Want to get a more in-depth look into the technology? All rights reserved.

Chatbots 40

Chatbots Omni-Channel Video Innovation 40

Comm100

MARCH 2, 2022

While telephone and in-branch support will always have their place, credit unions must now also embrace digital channels like live chat and chatbots to cater to their current members’ rising digital expectations, as well meet their future members’ digital needs. Why is member engagement so important to credit unions?

Engagement 130

Engagement How To Chatbots Omni-Channel 130

CSM Magazine

SEPTEMBER 26, 2018

Companies across Europe are deploying artificial intelligence (AI) technologies to revolutionise customer service as more and more consumers show high acceptance of AI-driven experiences, reveals a new research report from ServiceNow and Devoteam. 47% say AI will enable the customer service operation to become more efficient.

Technology 63

Technology Customer Service Omni-Channel Consulting 63

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations. Taking place in New York City at the Jacob K.

Retail 49

Retail Customer Experience Innovation Conference 49

Comm100

JUNE 25, 2019

AI-powered chatbots are so 2018. Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI. Agent-facing AI refers to any AI technology deployed for use by your contact center agents. Chatbots not for you?

Contact Center 123

Contact Center Chatbots Knowledge Base Resources 123

Bizagi

OCTOBER 24, 2018

Videos of the presentations will be available online soon. Heidi used her intelligent app, supported by AI chatbots and real-time aggregated information from the DMV. Upcoming native integration to any RPA technology directly from Bizagi studio, allowing Bizagi processes to initiate bots, or visa versa.

Hotels 81

Hotels Insurance Video Government 81

Avaya

SEPTEMBER 19, 2018

It seems one cannot pick up a newspaper or magazine in 2018 without seeing a headline related to artificial intelligence (AI). In September 2018, The Wall Street Journal published a thought-provoking article, The Human Promise of the AI Revolution. The post Why Artificial Intelligence Now—and Why in Customer Care?

Customer Care 94

Customer Care Contact Center Government Healthcare 94

UJET

AUGUST 6, 2019

The introduction of web chats emerged at the beginning of mainstream internet usage. Voice and IVR improved through the implementation of more modern technology like Wi-Fi calling through smartphones and offering more options through a single device. App Annie reports that 194 billion apps were downloaded in 2018.

Chatbots 78

Chatbots Social Media Entertainment Retail 78

Eptica

JULY 18, 2018

Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX. Published on: July 18, 2018. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

Self Service 63

Self Service Chatbots Technology Interaction 63

COPC

JUNE 11, 2019

This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more. shared her experiences on the operational management of AI during her presentation. The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai.

Insurance 40

Insurance Chatbots Metrics Trends 40

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

C3Centricity

NOVEMBER 21, 2018

Well something is clearly working for Coke; at the end of last month it reported higher-than-expected financial results for Q3 2018. What has changed during 2018 is marketing’s deeper awareness of, if not complete adherence to, what customers like and dislike. Blockchain technology has made marketing results more transparent.

Brands 192

Brands Customer Centricity Customer Journeys Consumers 192

AWS Machine Learning

MAY 14, 2024

We present the solution and provide an example by simulating a case where the tier one AWS experts are notified to help customers using a chat-bot. We used this feedback to finetune the model deployed on Amazon Bedrock to power the chat-bot. You can build such chatbots following the same process.

Chatbots 86

Chatbots Knowledge Base Training Feedback 86

Oracle

DECEMBER 18, 2018

SmarterCX is proud to present the Smarter Demos series , a 2-minute-or-less look at some of the most innovative CX technologies and how they work. There’s a little chat icon, and you tap on that and you get put against that retailer’s chatbot. And you can ask that chatbot, “Hey, any deals on whatever?”

Retail 55

Retail Chatbots Video Technology 55

Oracle

AUGUST 27, 2019

As a result, new sales models and technologies to support those models had a significant impact on the answer to the “What is e commerce?” Both B2C and B2B e commerce deployments have each incorporated a more aggressive set of customer service technologies as well. ” question. Stepping up the tech game.

e-support 58

e-support B2C Retail B2B 58

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. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

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. Leverage technology. Technology can help reach that goal. Consumer loyalty is more difficult than ever for retailers to attain.

Loyalty 60

Loyalty Consumers Loyalty Programs Retail 60

Answer Dash

OCTOBER 1, 2018

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Virtual Reality The popularity of Virtual Reality (VR) technology is increasing, and it shaping up to be a great game changer in the way brands engage with their customers.

Customer Experience 65

Customer Experience Chatbots Self Service e-support 65

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Present it to them in places that make sense.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Bold360

SEPTEMBER 12, 2018

Despite it being built on existing technology and not the first smartphone to market, the iPhone gave us what we didn’t know we needed. Because they believe that AI technology will change customer service for the better. The technology is ready. And the idea of taking away a keyboard seemed insane. The research is clear.

Chatbots 45

Chatbots Wait Times Consumers Technology 45

Answer Dash

OCTOBER 1, 2018

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Virtual Reality The popularity of Virtual Reality (VR) technology is increasing, and it shaping up to be a great game changer in the way brands engage with their customers.

Customer Experience 59

Customer Experience Chatbots Self Service e-support 59

Team HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. There shouldn’t be so much focus on technology that we forget to focus on employee development, retention, or involving agents throughout digital transformation. Q3: Did anybody share any really good examples of companies doing chatbots well?

Customer Experience 40

Customer Experience Chatbots Omni-Channel Analytics 40

Team HGS

FEBRUARY 13, 2018

At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors. Of course they bring the technology and people.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. Chatbots, for example, which provide an automated text experience, are becoming widely deployed.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56