InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. Each of these interactions leaves behind a trail of data. What Are Speech Analytics?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Feedbackly

MARCH 14, 2024

From using chatbots to help customers resolve simple issues to using machine learning to streamline business operations, AI can be integrated in so many ways to make CX better. Let’s take a look at how AI can be used to enhance CX and build better connections with customers! At this webinar with Zendesk , you can learn more about it.

Customer Experience 52

Customer Experience Engagement Chatbots Analysis 52

Interactions

MARCH 28, 2024

The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for low-hanging fruit to establish credibility and deliver tangible results swiftly, versus investing in experimentation for revolutionary, long-term advancements. Interested in learning more?

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Here’s what we learned. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Chatbot technology is growing at such a rapid pace.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

Kustomer

MAY 14, 2020

Gartner predicts that 72% of customer interactions will involve technology such as machine learning and chatbots by 2022. Reply is ranked as one of Forrester’s Top 10 AI Providers for Customer Service Automation, leveraging sophisticated machine learning models to power incredibly accurate self-service chatbots and deflection tools.

Self Service 111

Self Service Chatbots Knowledge Base Policies 111

NobelBiz

FEBRUARY 27, 2024

Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Lithium

NOVEMBER 2, 2021

With this year's Autumn Innovation Release , we’ve made it more painless than ever to build AI-powered chatbots, connect with your peers, create simple and secure interactions, and ultimately build trust with your customers and prospects. Webinars & Events Some event areas are limited to Khoros customers only.

Self Service 52

Self Service Chatbots ROI Innovation 52

COPC

OCTOBER 26, 2023

The fine-tuning process involves human interaction. Experts interact with the AI, scoring its responses and providing corrective feedback. LLM interactions differ from prior generations of chatbots, which required scripted interactions.

Technology 78

Technology Customer Experience Self Service Customer Journeys 78

SurveySparrow

DECEMBER 24, 2023

A genuine connection is paramount to providing a healthy CX, like any relationship. They capture feedback immediately after a specific transaction, interaction, or event. If you have a website (which you must) , roll out a website intercept survey or include a rate my website chatbot. But how do we do it?

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

Lithium

OCTOBER 14, 2021

Build AI-powered chatbots more painlessly than ever, connect with your peers at the drop of a link, create simple and secure interactions, and ultimately build trust with your customers and prospects. Here' what's new: Self-service chatbot platform. from your customers during a customer service interaction?

Innovation 52

Innovation Engagement Self Service Chatbots 52

NICE inContact

SEPTEMBER 27, 2019

Because there’s another reason we’re at a turning point in customer service and customer experience: AI and chatbots are doing more and more, yet most customers still prefer to do business with a human. CRM technology creates a database of customer information that agents can draw from each time they interact with a customer.

CRM 138

CRM Contact Center Return on Investment Call Center 138

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Chatbots 164

Chatbots Multi-Channel Knowledge Base Wait Times 164

Kustomer

JULY 23, 2019

Unfortunately, many tactics that once served an organization well in engendering a customer-first culture simply fail to keep up with the enormous increase in both customer data, and use of connected devices. The digital age has changed where, when, and how customers interact with a brand.

Connections 45

Connections Self Service Customer Experience Data 45

Hello Customer

MAY 19, 2021

This is one of the subjects we discussed with Steven Van Belleghem in our latest webinar on the importance of extreme customer centricity in your company. Despite the fact that many experts predicted that technology, often in the form of chatbots would take over customer service, it remains a human channel. Game-changing potential.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Myra Golden

APRIL 11, 2023

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. The provider also collected feedback from customers through post-interaction surveys and focus groups.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

NICE inContact

JULY 31, 2019

In many ways, conversational AI is certainly poised to fill that need with advanced voice interfaces and chatbot technologies. Conversational AI adds a powerful ability that is certain to transform the way consumers interact with businesses. This is where conversational AI shines – by connecting with us through natural language.

Customer Experience 141

Customer Experience Self Service Contact Center Banking 141

SurveySparrow

AUGUST 28, 2023

Alright, let’s start with a bit of technical jargon—SaaS customer experience (CX) is the intricate dance of interactions, emotions, and perceptions that customers go through while navigating a Software as a Service (SaaS) product. It’s like having a personal guide show you around a foreign city.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Think Customers

MARCH 1, 2021

Here are 3 key takeaways from their on-demand webinar : 1. The inability to scale during fluctuating volumes, little to no connected data, and increased diversity of needs is acutely affecting customers who need quick and powerful support programs in an uncertain environment. Create meaningful interactions.

Contact Center 52

Contact Center Healthcare Omni-Channel Chatbots 52

BirdEye

NOVEMBER 10, 2023

Our recent webinar, aptly titled, ‘Efficiency Unleashed: Streamlining customer communications using AI,’ for Birdeye VIEW 2023, unveils a real-life success story that demonstrates the incredible impact of AI. A remarkable transformation in how they communicate and connect with their patients. The result?

Communication 58

Communication Chatbots Conference Customers 58

SurveySensum

SEPTEMBER 5, 2023

It’s not just about their first impression, but the entire customer journey — from the initial interaction to the lasting emotional connection. And a great customer experience builds a strong connection between your SaaS and its users, making them loyal fans. by building real connections with them. That’s not all.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Bold360

DECEMBER 11, 2019

And 41% of millennials say that they would be truly satisfied if they could use messaging or SMS texting to connect with businesses. Messaging apps cost $1 per interaction compared to $6-$15 per phone interaction. So, consumers, especially on the younger side, already want to do this.

Strategy 64

Strategy Chatbots Omni-Channel Customer Engagement 64

CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Reports from the front lines. However, finely-tuned conversational systems can.”.

Insurance 98

Insurance How To Chatbots Wait Times 98

AWS Machine Learning

FEBRUARY 19, 2024

Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Chatbots also offer valuable data-driven insights into customer behavior while scaling effortlessly as the user base grows; therefore, they present a cost-effective solution for engaging customers.

Knowledge Base 101

Knowledge Base Chatbots Conference Data 101

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Which business functions or departments are involved in the interaction. What functions the interaction serves. Video chat.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

COPC

JUNE 9, 2023

Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. This webinar provides a framework for using the multiple types of AI needed to operate the future of customer experience (CX).

Industry 116

Industry Customer Experience Analytics Training 116

Avaya

SEPTEMBER 19, 2018

More online activity—improved customer access to digital interaction channels. What quickly becomes apparent is that each of these business outcomes is tightly connected to improving customer care. Some contact center solutions have begun to deliver chatbot solutions that incorporate AI-enhanced natural language processing.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

SurveySparrow

JUNE 19, 2023

Starting at $14/month , this tool lets you create interactive content that your audience will love. Plus, Zoho Survey can connect to Zoho’s whole suite of products. Outgrow: The Engager Ever thought of engaging your audience with a quiz or an assessment? Outgrow did! Outgrow also helps with lead generation.

Analytics 52

Analytics Survey Chatbots Tools 52

Bizagi

FEBRUARY 11, 2019

Gartner predicts that by 2020 as much as 85% of all customer interactions will be handled and managed without humans. Supporting conversation with bots. Chatbots are becoming a familiar sight in customer services. eMarketer predicts that the number of chat app users worldwide reached two billion in 2018.

Customer Engagement 45

Customer Engagement Engagement Chatbots Customers 45

SurveySensum

MARCH 25, 2024

Conversational Popup – Fundera Type of exit-intent popup : The conversational popup used by Fundera is an interactive exit-intent popup that simulates a conversation between the user and a virtual assistant or chatbot. It prompts users to register for a webinar or online event before leaving the website.

Examples 52

Examples eBook Survey User Experience 52

Kustomer

SEPTEMBER 3, 2018

We’ve seen companies jump the gun and add a bot because they felt like everyone else was doing it, only to find it delivered sub-optimal/disappointing results. In reality, not everyone is using a bot—but many are experiencing mixed results. Just because it looks like a bot and acts like a bot, doesn’t always mean it’s a bot.

Self Service 66

Self Service Strategy Chatbots System 66

Avaya

APRIL 10, 2019

of organizations are using or planning to use AI for customer interactions or analytics. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones. Today, 44.6%

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

CSM Magazine

SEPTEMBER 25, 2019

Helpshift, the company revolutionizing customer service through its intelligent digital-first platform, has released new data revealing consumer sentiment about chatbots and automation in customer service. Customers are more accepting of automation and chatbots than ever before.

Consumers 40

Consumers Chatbots Comparison Retail 40

BirdEye

NOVEMBER 16, 2023

Include an AI chatbot for instant response 2. Host commercial property investment webinars 6. How does an AI chatbot help you get more real estate customers? Include an AI chatbot for instant response An AI chatbot is an automated tool that engages with website visitors and responds immediately to their queries.

Chatbots 110

Chatbots Social Media Consulting Financial 110

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. There are all kinds of social bots and chat bots.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40