Execs In The Know

FEBRUARY 5, 2024

Hyper-Automation is Revolutionizing BPO Operations Hyper-automation takes automation a step further by integrating multiple advanced technologies and platforms, such as artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), to optimize as many business processes as possible across a company.

Healthcare 59

Healthcare Artificial Intelligence Sentiment Analysis ML 59

Zendesk

APRIL 7, 2022

31 percent of business leaders surveyed in the Zendesk Customer Experience Trends Report 2022 say driving stronger customer relationships is a top priority this year. According to our CX Trends Report, 54 percent of consumers say good customer service is lacking. It isn’t easy. with “What do you like about using our tool?”

ML 98

ML Social Media CX Start-ups 98

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. So it’s no surprise CX leaders will continue to increase their investments in it this year. Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025.

Contact Center 78

Contact Center Artificial Intelligence Omnichannel ML 78

Logicalware

FEBRUARY 13, 2024

Providing seamless CX across all channels, including phone, email, chat, social media, and more. The 2022 ICMI survey found that 30% respondents feel new agents do not receive adequate training in contact centres. Omnichannel is like a one-stop shop for customer service.

Omnichannel 59

Omnichannel Social Media ML AI 59

DMG Consulting

NOVEMBER 1, 2022

An effective KM environment enhances brand perception and the customer experience (CX) while dramatically reducing the cost of service for contact centers and every other department that interacts with customers. The more innovative KM solutions now apply ML to identify redundant, outdated, and missing content. But no more.

ML 48

ML Artificial Intelligence Outlook Contact Center 48

VOZIQ

MAY 1, 2022

Shared Customer Experience: What Happens When Your CX Depends on Partners? Applying AI and ML to data such as customer chats, agent notes, surveys, etc., 5 Customer Experience Books You Must Read in 2022. We have selected a few of our favorite books on customer experience, which we believe are worth reading in 2022!

Unstructured Data 40

Unstructured Data ML Customer Retention AI 40

DMG Consulting

AUGUST 16, 2022

August 4, 2022 By Donna Fluss. IVAs Are Good for Agents and CX. Today’s IVAs use machine learning (ML) to identify new use cases and make recommendations on how to respond to them. IVAs: Self-Service Solutions that Work. View this article on the publisher’s website. IVAs Are Essential for an AI Transformation.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

Zendesk

OCTOBER 17, 2023

ChatGPT is an impressive conversational AI (artificial intelligence) chatbot by OpenAI that launched in 2022. Cognitive technology, such as artificial intelligence (AI), natural language understanding (NLU), machine learning (ML), and natural language processing (NLP), train the bot to understand context and human language patterns.

Customer Service 52

Customer Service Artificial Intelligence AI Machine Learning 52

SurveySensum

MAY 19, 2023

This CX metric has the ability to gauge customer loyalty and predict business growth. NPS, or Net Promoter Score, is a CX metric used to gauge a business’s customer satisfaction and loyalty. According to the extensive research done by Satmetrix in 2022, the industry average NPS score in Banks is 31.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

SurveySensum

JUNE 14, 2022

A significant issue with the CATI system in 2022 is that 8 calls out of 10 are always unanswered or marked as spam. Therefore, it is probably not the best option in 2022, and businesses are on the hunt for finding the best telephone survey alternatives. We will also see if there is a perfect alternative to telephone surveys in 2022.

ML 52

ML Net Promoter Score Actionable Insights CRM 52