Fonolo

MARCH 2, 2023

We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

ECXO

AUGUST 2, 2023

The compound effect of the Covid-19 pandemic, the war in Ukraine and the energy crisis means that companies don’t have a base set of data about their consumers to work from in 2023 – it’s a unique situation. As an AI leader, SAS is uniquely positioned to support telco operators’ marketing needs.

Artificial Intelligence 296

Artificial Intelligence AI Sales Customer Experience 296

Zendesk

JUNE 20, 2023

Providing great products is not enough in today’s world–our research indicates that investing in CX is the essential tool for building a strong company and loyal customer base. Download this report for three customer stories and insight on how manufacturers can elevate their CX through AI and increased personalization.

Manufacturing 97

Manufacturing CX AI Customer Relationship 97

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

ECXO

JUNE 11, 2023

Published in March 2023, the research report – Customer Experience Leadership In An Uncertain Economy * – asked 150 senior customer experience leaders about what they believe will be the biggest obstacles to the success of their CX programs in the next 18 months.

Customer Experience 366

Customer Experience Government CX Customer Loyalty 366

Customer Think

DECEMBER 19, 2022

Artificial Intelligence (AI) has been a transformative technology in CX. of leading businesses invest in AI on an ongoing basis to boost their customer relations. As a result, customer satisfaction is expected to grow by 25% by 2023 in organizations that use AI. According to Gartner, 91.5%

AI 94

AI Artificial Intelligence CX Customer Satisfaction 94

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect. That’s frustration.

Contact Center 126

Contact Center CX NPS Start-ups 126

CSAT.AI

JULY 12, 2023

AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget. Customers Want Better Service and CX Customers are demanding great CX. Where to Start With AI: CSAT.AI

AI 88

AI CX Gambling Sentiment Analysis 88

Ameyo Callversations

OCTOBER 22, 2021

As the world becomes more technological and digital with the changing dynamics, Conversational Artificial Intelligence (AI) is enabling businesses to reduce communication friction between humans and computers. Conversational AI is growing more extensively every day in almost every business.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Zendesk

MAY 9, 2023

We are challenged to do more with less, but change can also represent opportunity—and it’s possible now to increase efficiency by leveraging new technologies like artificial intelligence (AI) and generative AI. Zendesk AI is pre-trained and leverages the billions of service interactions we have available to us.

AI 97

AI CX Artificial Intelligence Sentiment Analysis 97

Execs In The Know

AUGUST 27, 2024

According to the latest Forrester Customer Experience Index (CX Index™) , this year marks the third consecutive decline in CX quality. The Forrester CX Index is a key metric that evaluates the quality of customer service and loyalty across nearly 500 brands in 14 industries. This year’s average decline was 3.9 set in 2017.

CX 105

CX AI Contact Center Machine Learning 105

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023.

E-commerce 78

E-commerce Customer Experience Social Media Artificial Intelligence 78

Comm100

FEBRUARY 6, 2023

In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023. Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Customer Experience 97

Customer Experience Omnichannel Social Media Touchpoint 97

CSAT.AI

FEBRUARY 22, 2023

You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. Businesses and Customers Want AI It’s a great time to employ AI in your customer service strategy.

AI 86

AI Sentiment Analysis CX Predictive Analytics 86

Fonolo

NOVEMBER 11, 2022

READ THE FULL GUIDE: Contact Center Trends 2023. (It You can check out all of our predictions for the upcoming year in our newest in-depth resource: Contact Center Trends 2023. 2023 Trends: A New Focus on Agent Well-Being . Here are some of the improvements we expect agents to see in 2023: . Let’s dig in! .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% from 2023 to 2030. Improve customer experience Customer experience (CX) is more important than ever today. So why all this interest?

AI 89

AI Customer Service CX Retail 89

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions. The Current State of Banking CX.

Customer Experience 88

Customer Experience Artificial Intelligence Outlook CX 88

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service. Agent experience (AE) gets greater focus.

Customer Service 98

Customer Service Omnichannel CRM Contact Center 98

Lumoa

AUGUST 1, 2023

Lumoa Product News for July 2023 Hey everyone! They are created by an AI, and managed by you, but the AI can suggest improvements for your topics. This is only for accounts that are using the AI generated Topic Modeling. The post Product News – July 2023 appeared first on Lumoa. Let’s get started!

AI 15

AI B2B Start-ups CX 15

Intercom

JUNE 14, 2023

Since we published the 2023 edition of our Customer Service Trends Report earlier this year, we’ve gotten a lot of questions about how recent AI developments would impact the customer service landscape in the months and years to come. Here’s a sneak peek at what you’ll find: Customer service investments in AI are accelerating.

AI 59

AI Customer Service Technology Technology 59

CX Network

AUGUST 25, 2023

Key learnings around generative AI, customer trust and new regulations from All Access: CX Financial Services 2023

Finance 96

Finance CX AI 96

Lumoa

JULY 6, 2023

Lumoa Product News for June 2023 Hey everyone! New Norwegian Topic Modeling We now offer an AI that will analyze your feedback and create Topics, in Norwegian! This will let the Lumoa AI generate Topics for you, dynamically, based on what your customers are talking about. Let’s get started! That’s all folks!

Start-ups 15

Start-ups AI CX 15

Zendesk

JANUARY 7, 2022

Today’s businesses are looking to provide customers with improved experiences while decreasing service costs—and they’re quickly learning that chatbots and conversational AI can facilitate these goals. What’s the difference between chatbots and conversational AI? What is conversational AI? Siri or Amazon Alexa).

AI 98

AI Machine Learning Artificial Intelligence ML 98

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 144

CX Retail Social Media Artificial Intelligence 144

Steven Van Belleghem

NOVEMBER 27, 2022

Yes, companies are facing hard times, but it is not up to your customers to care and forgive you for any suboptimal CX experience. That will be a Big differentiator in these coming months and years, as long as this economic downturn lasts: CX that puts a smile on people’s faces and makes them feel good. The rise of empowered CX.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

Zendesk

APRIL 3, 2023

Brands must be smarter about using the data they have to create better CX—or risk losing their customers entirely. Invest in artificial intelligence (AI) AI is omnipresent in the retail world, and for good reason. The post 10 ways to boost retail customer engagement in 2023 appeared first on Zendesk.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Technology CX 62

Lumoa

JULY 6, 2023

Lumoa Product News for May 2023 Hey everyone! Upcoming webinars Using the science of happiness in CX – Using happiness as a competitive advantage Benchmarking Industry Standards – What does it mean to have a good score, relative to your peers? The post Product News – May 2023 appeared first on Lumoa.

Start-ups 15

Start-ups AI CX 15

Beyond Philosophy

JANUARY 12, 2023

I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. In the future, we will look back on 2023 and go, “Yeah, that’s when things changed.” So, it will be a big year of changes in experience for 2023. Here’s what they had to say.

CX 78

CX Artificial Intelligence Engineering Customer Satisfaction 78

Fonolo

MARCH 16, 2023

Dennis Wakabayashi, CX Expert, Team Wakabayashi: “I see new kinds of data that we’ve never seen before plugging into customer care; digital footprint metrics like number of chats, or number of clicks to the website, or other additional steps in the customer journey. And they’re changing quickly. That’s the number one goal.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

CommBox

DECEMBER 20, 2022

Why CommBox is Highly Rated Across 14 CX Categories . We are honored to announce that CommBox has been recognized by G2 as a global leader in CX, thanks to our customers and the positive reviews we received. . See how CommBox stacks up against others in the G2 Crowd Top CX Vendors Report here. By Dayana Nevo, CMO.

CX 95

CX Machine Learning Engineering AI 95

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. Text analytics tools use AI, NLP, and machine learning algorithms to process and interpret large volumes of text.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Zendesk

JULY 22, 2022

By 2023, online retail sales are anticipated to reach $6.17 With more people doing their shopping online than ever before, ecommerce CX has become a priority for many businesses. In the Zendesk Customer Experience Trends Report 2022 , 66 percent of customers said AI makes their lives easier. gated-cta-in-post].

AI 98

AI Artificial Intelligence Omnichannel Machine Learning 98

Zendesk

MARCH 8, 2023

By leveraging AI and data analysis , businesses can meet this demand while providing effective, personalized support. In this article, we’ll explore how AI and analytics can help your business remain competitive. To deliver those experiences, AI and access to the right data at the right time are key.

AI 98

AI Sentiment Analysis Omnichannel CX 98

Zendesk

APRIL 12, 2023

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays—even dad jokes. What are generative AI and large language models (LLMs)?

AI 98

AI Engineering Legal Start-ups 98

DMG Consulting

DECEMBER 6, 2022

Influential CX Trends for 2023. 2023 is shaping up to be a tough year for many enterprises. This will elevate the importance of delivering an outstanding and personalized customer experience (CX) as organizations position themselves to maintain their profitability and retain their customers.

CX 48

CX Predictive Analytics Contact Center Touchpoint 48

Beyond Philosophy

DECEMBER 29, 2023

In this episode, we look back at what we learned in 2023 and how it can help us in 2024. 06:14 Colin shares his first lesson about how he sees organizations about to make the same mistakes they did 25 years ago with the Web, but this time with AI. Achieving a customer-centric organization isn’t an overnight switch.

Customer-Centric Organization 88

Customer-Centric Organization Management Consulting Education AI 88