CSM Magazine

OCTOBER 6, 2020

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. Henry Jinman of EBI.AI

Consumers 52

Consumers Insurance Self Service Customer Confidence 52

Kustomer

NOVEMBER 3, 2022

Rather than reacting when a customer reaches out, the modern CS organization should be one that is proactive, using a mix of technology and human forward-thinking to anticipate the next step in the customer’s journey with a product or a brand. But in the world of customer service, timing is everything and proactive support can help.

Self Service 98

Self Service Effort Score Omni-Channel Chatbots 98

West Monroe

MARCH 8, 2022

That messaging suggests convergence must happen before they can take advantage of AI, machine learning, industrial internet of things, and other emerging technologies that will drive the factory of the future. But when data or analyses come back lacking appropriate context, operators don’t trust the data or follow the instructions.

Data 52

Data Roadmap Leadership Technology 52

Solvvy

AUGUST 31, 2022

There are lots of theories about what influences consumer’s purchasing decisions, including the theory that 95% of purchasing decisions occur in the subconscious. The CSAT score allows customer experience teams to measure how consumers feel about their brands and monitor changes in perception over time. CSAT Score Formula.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62