InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. Analytics and Reporting Features Prioritize AI software that includes robust analytics and reporting tools. What is Contact Center AI? How Does Contact Center AI Work?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Here are some sample use cases: Predictive analytics and maintenance. Remote troubleshooting.

Technology 176

Technology Self Service Innovation Trends 176

Talkdesk

MAY 11, 2020

Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and services to solve customer problems and provide long-term value. ITS agents can also take advantage of valuable insights due to Talkdesk’s strong analytics and reporting capabilities.

Travel 61

Travel Contact Center Hospitality Innovation 61

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. Get the full story of Omega World Travel’s technology journey in our webinar, Alexa, How are My SLAs Doing?

Travel 193

Travel Contact Center Innovation Analytics 193

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. Initially, we thought that it would be a small company and it would allow us to travel the world.

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! Be sure to factor in their time, materials, resource, and travel needs and expenses. Be sure to factor the following into your budget: Survey design and associated costs (not technology): these might be allocated under 3. Here's what I've come up with, so far.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. Technology Can Help Contact Centers Navigate the Great Shuffle. If the last few years have taught us anything, it’s that we need to be open to using technology to solve challenges. Greater work-life balance. Greater work-life balance.

Connections 147

Connections Contact Center Analytics Travel 147

Thematic

JULY 30, 2018

A great example of a company who has transitioned from time-consuming, manual customer feedback analysis to AI-powered, fast text analytics, practically in no time, is Greyhound. As a travel company, on-time performance* is our biggest challenge. Thematic is every bit better than what other text analytics tools offer in that aspect.

Analytics 90

Analytics Effort Score Net Promoter Score Analysis 90

Thematic

JULY 27, 2021

Text analytics has been around for dozens of years and several hype cycles. In market research and insights analytics, text analytics has been used to analyze free-text feedback and code responses to open-ended survey questions. Unfortunately, the technology itself has a bad reputation due to overpromising and under delivering.

Analytics 71

Analytics Analysis Feedback Training 71

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success. engender loyalty!

Tourism 56

Tourism Travel Customer Service e-support 56

NetBase

MAY 23, 2019

How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Social listening clues you in to the issues that are top-of-mind for travelers, as well as which matter most. Have you seen our AI Analytics tools in action? Here are some ways! Immediacy Is Key.

Travel 56

Travel Customer Care Hotels Touchpoint 56

Answer Dash

JUNE 4, 2019

Predictive analytics have given way to a new data economy. The current inflection point comes as massive-scale predictive analytics becomes a reality, and the implications of this are both far and wide reaching. Think healthcare and medicine, military, markets, travel and beyond.

Analytics 77

Analytics Customer Experience B2C Healthcare 77

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Regardless, similar technology is critical to the proper functioning of the call center. Call center technology.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

AWS Machine Learning

JANUARY 10, 2024

ML Engineer at Tiger Analytics. Tom is always learning new technologies that lead to desired business outcome for customers – e.g. AI/ML, GenAI and Data Analytics. He also enjoys traveling to new places and playing new golf courses whenever he can find time. This post is co-written with Jayadeep Pabbisetty, Sr.

Training 99

Training Travel Analytics Metrics 99

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. With the rise of machine learning, predictive analytics is becoming the status quo.

Analytics 67

Analytics Social Media Travel Banking 67

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. So, how are leading enterprises using customer journey analytics in the real world?

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Things are improving for the travel industry, but the biggest multipliers of customer satisfaction seem largely to be left behind. There is huge market pressure to make great deals. This makes sense in some capacity.

Travel 40

Travel Hospitality Customer Journeys Examples 40

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

AWS Machine Learning

MARCH 4, 2024

Here are a few ways customers have been using Anthropic’s Claude models on Amazon Bedrock: “We are developing a generative AI solution on AWS to help customers plan epic trips and create life-changing experiences with personalized travel itineraries.

Innovation 135

Innovation Travel Financial Exercises 135

Magellan Solutions

FEBRUARY 26, 2024

It provides more comprehensive call analytics. Agent Assist Feature AI technologies transform call center operations by empowering agents to become more effective problem solvers and deliver faster, more efficient, and personalized service. Call centers can analyze customer sentiment, tone, and personality with AI.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Michelli Experience

AUGUST 22, 2017

Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. Overbooking and United’s Technology Initiatives.

Airlines 113

Airlines Data Travel Consulting 113

TechSee

DECEMBER 21, 2020

Monitoring on-shelf availability and visibility can be a real problem when there’s no one around to detect the blind spots, and having area managers spend long hours traveling from store to store to verify and approve inventory placement is not ideal. With computer vision technology , it’s easy to verify captured images.

Self Service 152

Self Service Management Consumers Analytics 152

AWS Machine Learning

JANUARY 22, 2024

As travel resumes post-pandemic, verifying a traveler’s vaccination status may be required in many cases. Hotels and travel agencies often need to review vaccination cards to gather important details like whether the traveler is fully vaccinated, vaccine dates, and the traveler’s name.

Travel 99

Travel Resources Sports Hotels 99

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. Travelers collaborated with the Amazon Machine Learning Solutions Lab (now known as the Generative AI Innovation Center ) to develop this framework to support and enhance aerial imagery model use cases.

Training 71

Training Multi-Channel Travel Innovation 71

Storyminers

JULY 7, 2020

While the technology is rolled out in phases, the people on the front line must adapt (continuously). In my opinion, this will be a very exciting time for those agents who can learn to leverage technology to their advantage, i.e. to serve customers better. He travels practically everywhere from Atlanta. 3 Waiting is dying.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Magellan Solutions

JULY 21, 2023

Outsourcing allows businesses to enjoy advantages such as: Specialized expertise Access to the latest technologies Streamlined business processes Cost saving Increased efficiency and productivity Flexibility Focus on core tasks Selecting the right outsourcing partner can help companies improve efficiency and optimize business processes.

Trends 94

Trends Healthcare Innovation Analytics 94

NICE inContact

JULY 29, 2019

billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

Oracle

OCTOBER 25, 2018

Technologies like mobile devices, HTML5, and advanced data analytics broke the field service mold and revolutionized the delivery of field service. But what advancements in technology are taking field service and the mobile employee to the next level? Wearable technology. Enablement. Collaboration. Cost reduction.

Technology 49

Technology Industry Travel Connections 49

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. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

emcien

JUNE 14, 2017

It’s important to measure the return of analytics. Otherwise it’s technology for technology’s sake, a strategy that won’t survive this competitive era. But how much value is analytics actually delivering to the enterprise? Unfortunately, many organizations using analytics today can’t claim big value gains.

Analytics 49

Analytics Telecommunications Measurement Retail 49

AWS Machine Learning

MAY 25, 2023

Spectrum AI is a predictive (generative) CX analytics platform for enterprises. In this post, we discuss how OCX Cognition with the support of Infogain and OCX’s AWS account team improved their end customer experience and reduced time to value by automating and orchestrating ML functions that supported Spectrum AI’s CX analytics.

Analytics 65

Analytics Training Travel Software 65

CSM Magazine

MARCH 3, 2022

So considering the statistics, few companies aren’t using SaaS applications, knowing the fact that technology has come a long way. TravelPerk – best for travel. TravelPerk is a SaaS tool primarily used in the travel industry. Furthermore, the platform makes life easier for travel office managers.

Tools 52

Tools Management Travel Transportation 52

Thematic

DECEMBER 9, 2019

I still remember one time my husband and I travelled from New Zealand to Singapore with our two little kids. We were on our way to do a European work and travel adventure and decided to spend a few days in Singapore. The intuitive answer is no, since their industry is hospitality / travel. Analytics is huge in the tech world!

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

AWS Machine Learning

MARCH 26, 2024

Archival, audit, and analytics To manage the lifecycle and archival of invoices and receipts, you can configure S3 lifecycle rules to transition S3 objects from Standard to Intelligent-Tiering storage classes. For auditing and analytics, this solution uses OpenSearch Service for running analytics on invoice requests.

Analytics 90

Analytics Financial Multi-Channel Resources 90

C3Centricity

MARCH 15, 2018

Technology is being blamed for disrupting businesses, but most have simply not adapted to this new data-rich world. Making matters worse, over half (52%) of those surveyed see the speed of their organization’s insight generation from data analytics as constrained by its existing IT infrastructure. The Current Situation with Data.

Data 206

Data Retail Analysis Analytics 206