ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. Infusion of new technologies is critical, and this is where machine learning and AI prove their value.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

ShepHyken

AUGUST 3, 2021

Top Takeaways: – The biggest insight is that the companies that figured out how to win have actually increased their gap with everybody else. – In the middle of the pandemic, we set off this ultimate collection of autonomous data collection and information/insights that actually drive signal intelligence.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

ShepHyken

AUGUST 10, 2021

Customer Insight. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. The goal of this platform is to provide you with real-time insight into why consumers are contacting you in the first place. How do you improve customer experience?

Customer centricity 207

Customer centricity Technology Accountability Customer Experience 207

The Northridge Group

MARCH 14, 2023

Obtaining Real-World Insights with Data Analytics Tools Healthcare organizations are awash with an abundance of clinical and business performance data, more so than companies in just about any other sector. AI tools can be implemented into scheduling, intake, check-in, and aftercare processes to reduce care costs.

Healthcare 142

Healthcare Technology Self service Analytics 142

Comm100

MARCH 14, 2024

Personalization at scale: Leveraging AI, chatbots can deliver personalized experiences to users by analyzing past interactions and preferences. Data insights : The data collected by chatbots during interactions provides invaluable insights into customer behavior, preferences, and feedback.

Chatbots 88

Chatbots Customer Service Personalization Feedback 88

Playvox

FEBRUARY 1, 2024

The Crucial Role Of Customer Sentiment In Data-Driven Decisions The most valuable customer insights for improving CX come from the emotions behind positive feedback, negative feedback, and every other customer communication—across all interactions and on all channels. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

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).

Quality management 75

Quality management Contact Center Management Best practices 75

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Feedback 83

Feedback Chatbots Analytics Metrics 83

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

SmartAction

FEBRUARY 7, 2024

While many dealerships have embraced automated scheduling online, a significant opportunity lies untapped in AI-powered voice scheduling. This specific application of AI technology stands to redefine customer service experiences in auto dealerships.

Wait times 75

Wait times Technology Customer Service Personalization 75

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Wait times 89

Wait times Feedback CRM Surveys 89

SmartAction

NOVEMBER 15, 2023

With the advent of the internet, AI, and technological advancements, it has transformed into a multifaceted solution that empowers customers to find answers and solutions on their own. AI-Powered Voice Self-Service AI-powered voice self-service is revolutionizing the way customers seek help.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Lumoa

JANUARY 17, 2023

Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Not just history – integrations will pull future data the day after it comes in! Check out some of the integrations below, or Admins can use this link to visit the Integrations Hub directly and get started pulling in new data!

Feedback 83

Feedback Surveys APIs Marketing 83

TeamSupport

DECEMBER 20, 2023

In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem. To get real value out of AI, the technology you implement needs to be trained on your processes, digest data, and more.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

Lumoa

DECEMBER 17, 2022

Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Not just history – integrations will pull future data the day after it comes in! Check out some of the integrations below, or Admins can use this link to visit the Integrations Hub directly and get started pulling in new data!

Feedback 83

Feedback Surveys APIs Marketing 83

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Crafting the right questions is the key to unlocking meaningful insights from your customer feedback.

Surveys 83

Surveys Feedback Banking Best practices 83

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Marketing 99

Marketing APIs Engineering Analytics 99

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

AWS Machine Learning

MARCH 28, 2024

For example, the training data used for BloombergGPT is 51% domain-specific documents, including financial news, filings, and other financial materials. Collecting and preparing finance data Domain continual pre-training necessities a large-scale, high-quality, domain-specific dataset.

Finance 94

Finance Metrics Banking Engineering 94

OctopusTech

MARCH 22, 2024

Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers. But how do AI Chatbots work? AI Chatbots are natural language processing (NLP) technologies that enable computers to comprehend and interpret human discourse.

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI?

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? AI systems have become supercharged at doing just this very thing at high speeds, and with as much data as is available. In the world of AI, the line between influence and manipulation is clouded with intent.

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

AWS Machine Learning

NOVEMBER 3, 2023

Historical data has shown us a few instances where the ball’s velocity exceeded the 130 km/h mark in Bundesliga, with the all-time record being a jaw-dropping shot at 137 km/h by Bayern’s Roy Makaay. Shot speed data is the key to resolving these questions. This process comprises two key components: event data and optical tracking data.

Metrics 88

Metrics Telecommunications Consulting Consulting 88

3CLogic

FEBRUARY 7, 2024

Red Flag #1 Siloed Platform Environments Red Flag #2 Neglecting AI and Automation Red Flag #3 Ignoring Scalability and Security Red Flag #1: Siloed Platform Environments Consider a scenario where your contact center solution operates independently of your other platforms.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Global Response

FEBRUARY 26, 2024

From robust customer relationship management (CRM) systems to AI chatbots, technology has transformed customer service into a more efficient, accessible, and personalized experience. Advanced data analytics and CRM systems enable businesses to collect customer data and personalize communication.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Calltools

MARCH 20, 2024

While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. How Conversational AI Works Conversational AI uses several technologies to create human-like interactions. Each interaction teaches the AI how to improve and personalize customer experiences.

Contact Center 52

Contact Center Self service Best practices Wait times 52

Lumoa

NOVEMBER 17, 2022

In This Article: Customer Experience in E-commerce Trend Predictions for 2023 Offering a Personalized Experience Improving Customer Relationships with AI Chatbot Customer Support Data Collection Customer Satisfaction Analysis Training Employees to Improve CX Providing Quality CX During Consumer Inflation Key Takeaways.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

Balto

SEPTEMBER 7, 2023

In today’s uncertain market, the traditional approach to data collection and forecasting in sales just doesn’t cut it. Capturing these disturbances with manual data collection and analysis can be time-consuming and inaccurate. Not to mention, the process is severely decentralized. Revenue Intelligence vs.

Sales 52

Sales Coaching Analytics CRM 52

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Innovation in artificial intelligence (AI) presents an unprecedented opportunity to disrupt this prevailing norm.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Global Response

MARCH 25, 2024

Gather data from surveys, customer feedback, web analytics, and other sources and compare it to your journey map. Don’t fret—this is helpful data. Use insights from the customer journey map to anticipate potential issues and make it easy for customers to move through their journey with your brand.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

SharpenCX

NOVEMBER 23, 2021

The Secret to Unlocking Service Excellence Is Data : From this Contact Center Pipeline post, learn how to use the data in your call center to deliver a personalized customer experience and become an example of quality service. Learn how to understand and invest in your agents, so you can use data for a more efficient contact center.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. What value are they delivering to their customers that your company is not?

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

NobelBiz

JULY 25, 2023

In this article, we delve into the insights that these analytics provide, enabling companies to enhance service quality and understand their customers better. Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers.

Analytics 98

Analytics Call Center Scripts Contact center software 98