Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI. Emotion AI. Conversational AI Platform. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. U-Self Serve. Case Studies. White Papers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

TechSee

FEBRUARY 6, 2024

As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. AI is essential for CX AI is not a futuristic concept.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

ShepHyken

APRIL 22, 2024

My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success.

Study 109

Study Training Innovation ROI 109

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 56

Data Leadership Company Culture 56

TechSee

MARCH 4, 2024

Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor?

ROI 109

ROI Financial Net Promoter Score Effort Score 109

ECXO

MARCH 20, 2024

Natalie Petouhoff , a Global AI + Empathy Adviser. Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

Case Study 52

Case Study Customer Centricity Leadership ROI 52

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. Adam joins Inbenta at a time when efforts to expand Inbenta’s Conversational AI platform and footprint are fast underway.

Ecommerce 98

Ecommerce Government Leadership Chatbots 98

BlueOcean

OCTOBER 23, 2023

Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program. AI Describe your current AI capabilities and services. How long have you been delivering AI solutions as part of your contact center services? What results have you seen?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. AI’s Role in Research Fact or Fiction: AI technology will replace the respondent. “When using AI, there is a significant potential for bias,” she observed.

Trends 59

Trends Innovation Leadership Data 59

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Is Generative AI practical? Generative AI is generating a lot of hype, and with good reason. Generative AI is generating a lot of hype, and with good reason. But it’s not yet fully baked or thoroughly tested, and not all AI is the same.

Call Center 109

Call Center Chatbots Technology Self Service 109

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Think Customers

FEBRUARY 1, 2024

The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape. CCW Austin delivered an immersive experience for attendees that covered the evolving intersection of AI, customer engagement, and leadership empowerment.

Data 52

Data Leadership Innovation Industry 52

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

JUNE 25, 2023

Since AI is based on what’s already out there, by definition, AI CX learning is going to be misleading. Artificial intelligence (AI) is a top topic in customer experience management. Even if AI pulls wisdom from the sources recommended above, AI is unable to determine what’s actually wisest.

Leadership 62

Leadership Course Conference Groups 62

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Government 121

Government Training Data Policies 121

Totango

JANUARY 22, 2024

Additionally, our CAB members are buzzing about AI. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Customer Success 94

Customer Success Consulting Customers Leadership 94

ShepHyken

MARCH 18, 2024

My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. The budget calls for many areas to improve, thanks to technology and AI.

Customer Service 78

Customer Service Government Employee Experience Video 78

Calabrio

DECEMBER 10, 2020

Now artificial intelligence (AI) is changing the way contact centers provide service, with bots that automate routine tasks and powerful self-service options that help customers quickly find the information they need on their own. Leadership Shifts from Taskmaster to Mentor.

Contact Center 264

Contact Center Self Service Competitive Advantage Leadership 264

TechSee

FEBRUARY 7, 2023

For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI. Generative AI is a rapidly emerging technology class that automatically creates content, such as code, images, or text. Many wonder how AI will impact their business, team, or operations. Can you tell which?

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. You may be able to train internally for these new leadership roles or bring in new talent.

Knowledge Base 105

Knowledge Base Leadership eBook System 105

Forrester's Customer Insights

OCTOBER 24, 2023

We just released a huge new report: How Security Tools Will Leverage Generative AI with collaboration across the entire Forrester Security and Risk team.

Tools 66

Tools Leadership Report Data 66

Amplifai Coaching Category

OCTOBER 20, 2023

Learn how modern contact centers are harnessing the dual strengths of AI and human-centric leadership to set the pace in an ever-evolving industry.

Contact Center 59

Contact Center Leadership Industry 59

Playvox

FEBRUARY 27, 2024

One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Implemented correctly, AI allows companies to adapt and thrive in an increasingly competitive business landscape, maximizing productivity and driving growth. Attract new talent? What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024. ” The post Inbenta Appoints Merlin Bise as Chief Technology Officer appeared first on Inbenta.

Roadmap 52

Roadmap Banking Leadership Technology 52

West Monroe

FEBRUARY 13, 2024

About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Don shares his journey from finance to founding Satisfi Labs, emphasizing the role of AI in personalizing fan engagements and the future of digital consumerism in sports.

Sports 98

Sports Tourism Entertainment Technology 98

TechSee

JANUARY 12, 2023

Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. Making The Jump to Mobile-Native AI. The savings and CX impact has been incredible.

Self Service 109

Self Service Analysis Video Connections 109

West Monroe

AUGUST 15, 2023

With its data processing and decision-making capabilities, AI drives better outcomes and predictive maintenance. Manufacturers must understand AI's potential impact on factory operations, workforce strategies, and overall business benefits. The project conducted a survey among industry stakeholders and provided these key takeaways.

Industry 52

Industry Leadership Government Report 52

West Monroe

AUGUST 15, 2023

With its data processing and decision-making capabilities, AI drives better outcomes and predictive maintenance. Manufacturers must understand AI's potential impact on factory operations, workforce strategies, and overall business benefits. The project conducted a survey among industry stakeholders and provided these key takeaways.

Industry 52

Industry Leadership Government Report 52

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” Conversational AI makes agents more efficient and effective, while also improving the customer experience.”

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

AWS Machine Learning

FEBRUARY 1, 2024

Data is the foundation to capturing the maximum value from AI technology and solving business problems quickly. To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. In seconds, SageMaker Canvas has created the chart grouped by severity.

Data 85

Data Analysis Technology Report 85

Gainsight

DECEMBER 15, 2023

Between sky-high interest rates and AI-driven disruption, we don’t see the speed of change slowing down anytime soon. Specifically, they discussed Opportunities for CS in a World Full of Change and AI. Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom.

Tips 52

Tips Leadership Sales Training 52

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75