TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Emotion analytics. Customer Identification. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

SEPTEMBER 13, 2021

This is the case in companies in a variety of industries, including financial services, healthcare, insurance, telecom, retail, travel, entertainment, and many others. And WFO/WEM solutions provide the internal and external analytics to oversee, measure, and evaluate the customer and agent experience.

Contact Center 48

Contact Center Entertainment Employee engagement Enterprise 48

AWS Machine Learning

AUGUST 2, 2023

With AI-powered tools and analytics, it has become easier than ever to build not just one story but customized stories to appear to end-users’ unique tastes and sensibilities. Prior to joining AWS, she was also a consultant in various industries such as Transportation Networking, Retail and Financial Services.

Enterprise 71

Enterprise Healthcare APIs Big data 71

CCNG

OCTOBER 19, 2022

Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. Zendesk, 2022) 63% of customers are happy to be served by a chatbot if there is an option to escalate the conversation to a human. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Proactive or Reactive CX? Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

JUNE 6, 2018

Swati: When CX teams are trying to analyze where and why things are going wrong, what kind of analytics are they using to inform their decision-making? Is it predictive analytics? Do you see any use of customer journey analytics or even an instance of artificial intelligence being used? Is it basic measurement and reporting?

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40