Uniphore

OCTOBER 26, 2021

October 26, 2021 [8AM EST, 5 AM PST] — Uniphore , the leader in Conversational Automation, today announced?its Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings.

Innovation 179

Innovation AI Artificial Intelligence Sales 179

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming year. Watch the full video on YouTube ?.

Contact Center 142

Contact Center Customer Experience AI CX 142

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Why FCR Matters to CX. and the 7 Surprising CX Insights They Reveal. How to Train and Onboard Agents in 2021. How to Train and Onboard Agents in 2021. Get It Right The First Time - Every Time. In fact, 63% of customers churn after a bad experience.*.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. “Contact centers must understand that the omnichannel experience is important and AI is a part of the equation. RPA & AI undeniably has a role in the contact center.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Brian Cantor Leading CX Industry Analyst Contact Center Week. Copyright 2021. August 25th | 11 AM EDT | 4 PM BST.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Customer Think

JULY 21, 2021

Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right.

CX Transformation 141

CX Transformation CX AI Technology 141

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. 3 AI and Robotics Will Not Save Your CX AI and automation are often prescribed as key ingredients in today’s recipe for digital transformation.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. In other words, better CX can improve patient retention.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. They’re designed for quick and intuitive navigation, and some even leverage AI to anticipate the customer’s needs. Read on for a crash course!

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Expert Panel Reflects On Sad Social Media Rants to Reveal 7 Surprising CX Insights.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Execs In The Know

MARCH 21, 2025

A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial intelligence (AI) to handle alone. Its here, embedded in nearly every CX operation.

CX 52

CX Artificial Intelligence AI Omnichannel 52

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video will be Preferred CX Platform. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Define your brand purpose before you embed it into your CX and EX Why does your business exist?

B2B 367

B2B Innovation CX Government 367

Execs In The Know

OCTOBER 29, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Jamie Hudson.

Artificial Intelligence 98

Artificial Intelligence Engineering CX Education 98

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). Let’s look at five such healthy customer experiences in 2021. . Safety is the first thing customers look for in 2021. Self Service Solutions.

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Fonolo

FEBRUARY 2, 2021

3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. There have already been rapid innovations in call center tech , which will become mainstream in 2021. 3 Crucial CX Trends You Need to Know for 2021. More AI-powered assistants for agents.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

ECXO

SEPTEMBER 19, 2023

Article source: [link] Experience management will test your ability to adapt to a new AI reality. It’s impossible to deliver a consistent, differentiated CX without investing in the experience of the people designing and delivering that experience. In simple terms your EX needs to align with your CX.

CX 156

CX Innovation AI Technology 156

CSAT.AI

SEPTEMBER 22, 2022

How a Conversational AI interaction works How CAI can Help You and Your CSAs Key KPIs to Measure The Importance of Transparency, Sentiment and AI Evolution. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries. How a Conversational AI Interaction Works.

AI 101

AI Sentiment Analysis Machine Learning CX 101

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Sean Miller.

Artificial Intelligence 98

Artificial Intelligence AI CX Customer Experience 98

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). The rise of technologies like augmented reality (AR) and artificial intelligence (AI), making VFRs more accurate and accessible than ever. Now, it’s becoming mainstream, thanks to advancements in AR and AI.

CX 145

CX Retail Social Media Artificial Intelligence 145

Shep Hyken

SEPTEMBER 20, 2021

My Comment: The business word for 2021 is “empathy.” Will AI Take Your Job? Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz. Tidio) Should we be afraid of increasingly more advanced AI and robots? Is AI going to take over the world? So, will AI technology replace you?

Customer Service 16

Customer Service Manufacturing B2B AI 16

Aquire

OCTOBER 5, 2021

Staying Ahead of the Competition: Tools You Can Bank on for Great CX. Implement conversational CX. your CRM or CX platform) and your teams can better understand each customer’s expectations based on previous purchases, questions, knowledge base searches, conversions, and more. Try AI chatbots. ON-DEMAND WEBINAR. .

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Zendesk

APRIL 26, 2021

Using AI as a partner. “In 2021, we will see customers expecting companies to continue to be more empathic and flexible than they’ve been in the past.” ” Ben Motteram, Principal and CX Expert. Using AI as a partner. Efficiency. Messaging skills. Working across channels. Giving and receiving feedback.

Customer Service 98

Customer Service Customer Expectations AI Social Media 98

Shep Hyken

JULY 26, 2021

15 Ways To Leverage AI In Customer Service by Forbes Business Council. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Shep Hyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. My Comment: AI continues to improve. And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience.

Customer Service 74

Customer Service Social Media VOC Retail 74

Zendesk

NOVEMBER 3, 2022

The company’s revenue has increased steadily since 2016, reaching more than $502 million in 2021. As part of Zendesk’s CX Moment virtual event series , we spoke with Upwork’s Vice President of Customer Support, Brent Pliskow, about the changing needs of American businesses and the international freelance talent they hire. “On

CX 98

CX AI Technology Technology 98

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience? 3 ways to use AI customer experience.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Zendesk

FEBRUARY 16, 2021

According to Zendesk’s Customer Experience (CX) Trends Report 2021 , 65 percent of customers want to buy from companies that offer quick and easy online transactions. Learn more about how CX has changed in your industry and how your business can successfully adapt. In 2021, messaging has become the most popular solution.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

SurveySensum

APRIL 7, 2025

Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. Ease-of-Use Creating surveys is effortless with SurveySensum’s AI-enabled survey builder. Lets find out!

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Zendesk

NOVEMBER 28, 2022

That’s down from 669,800 seasonal hires in 2021, although NRF says some of the hiring may have been drawn into October as retailers try to keep up with earlier shopping demand. Here are three things retailers need to consider right now to create better CX during the busiest time of the year.

Retail 98

Retail CX Social Media Sales 98

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. And with AI becoming more powerful, future behavior can be predicted. . Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. It’s more than a satisfaction rating.

CX 123

CX Customer Experience Non-Profits Social Media 123

VOZIQ

JULY 9, 2021

Why Your AI Project Is Failing to Deliver Value. How to Leverage CX Automation for Customer Retention. 3 Ways Commodity Businesses Can Improve CX. We hope that these handpicked resources will offer you fresh insights into the best practices, tips, and techniques to make your customer strategy for 2021 more effective.

Customer Retention 64

Customer Retention Customer Acquisition CX AI 64

Execs In The Know

OCTOBER 11, 2021

Artificial intelligence (AI) is radically changing the CX landscape, creating new opportunities for customers to engage with brands, where they want to interact — and for whatever reason — from tech support and customer service to buying something. To create standout experiences, AI must be combined with a key factor: empathy.

AI 52

AI CX Artificial Intelligence Touchpoint 52

Logicalware

JANUARY 25, 2022

Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Total Experience (TX) was pegged by Gartner as one of the top technology trends to watch in 2021. Automation & AI. 2] Lloyds Bank: UK Consumer Digital Index 2021. [3]

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Shep Hyken

DECEMBER 20, 2021

Why Current CX Is Broken and How To Fix It by Tim Harnett. CMSWire) The only way to fix CX and give customers the experience they deserve is with a precise blend of Conversational AI and humans. My Comment: Are you ready for 2022, at least for your CX strategy? Anyone can focus on managing the “little things.”.

Customer Service 65

Customer Service Hospitality Hospitality Contact Center 65

Fonolo

FEBRUARY 16, 2021

Contact Center Trends 2021. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. Voice-biometrics and AI-powered real-time analysis are both technologies we expect to blossom in the coming years. We’re expecting many more exciting innovations in the next few months.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134