SmartAction

MARCH 7, 2023

This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions. Trend #3: Actionable Intelligence Another burgeoning Conversational AI trend in 2023 relates to data, analytics and “actionable intelligence” around the conversational sides of a business.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 186

Employee engagement Big data Analytics Education 186

Customer Relationship Metrics

MAY 8, 2017

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? How will the survey results be used?

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Beyond Philosophy

OCTOBER 14, 2021

Diversity can be defined in many ways, but in this case, I mean different opinions and experiences within a group. At our global Customer Experience consultancy, we have a multinational team. Some of us are experts in analytics; others are big-picture thinkers. Test and measure your results.

Advertising 195

Advertising Consulting Consulting Coaching 195

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . On the selling (vendor) side, there are salespeople, customer support reps, accounting personnel, manufacturing, accounting, legal, and more.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 109

Personalization Engineering Construction Transportation 109