ECXO

JUNE 20, 2023

It can be more important than innovation or market dominance. How does a shared purpose and values help you harness creativity, innovation, skill and commitment? The company is dropping its ‘Sense and Simplicity’ brand promise to better reflect the ‘meaningful innovation’ it sees as its future differentiator.

B2B 367

B2B Innovation CX Education 367

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . Centers will continue to leverage AI and automation to reduce live-agent interactions. The post Happy New Year and Welcome to 2023! By Colin Taylor.

Contact Center 117

Contact Center Healthcare AI Technology 117

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

NOVEMBER 28, 2022

Colleges and universities often find themselves pulled between tradition and innovation. In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead. The post Top 5 Higher Education Customer Service Trends for 2023 appeared first on Comm100.

Education 96

Education Customer Service Omnichannel Social Media 96

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.

AI 98

AI Unstructured Data Engineering Start-ups 98

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.

Customer Service 94

Customer Service Omnichannel CRM Contact Center 94

Zendesk

APRIL 3, 2023

Invest in artificial intelligence (AI) AI is omnipresent in the retail world, and for good reason. According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of customers expect more interactions with AI in their daily life. Those sessions have a successful conversion rate of 65 percent.”

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

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 Sentiment Analysis Artificial Intelligence 97

Comm100

FEBRUARY 6, 2023

In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023. 5 Customer Experience Trends of 2023 A strong customer experience is critical in helping financial institutions build lasting relationships with their customers, increase revenue, and stay ahead of the curve.

Customer Experience 89

Customer Experience Omnichannel Social Media Touchpoint 89

Hodusoft

SEPTEMBER 18, 2023

Discover the Latest Trends with HoduSoft at the 12th BPO Innovation Summit & Awards 2023 In the dynamic world of Business Process Outsourcing (BPO), staying up-to-date is essential for success. HoduSoft, an innovative provider of unified communications and BPO solutions, will be one of the prominent participants at this event.

Innovation 52

Innovation Data Entry Artificial Intelligence ML 52

DMG Consulting

JANUARY 1, 2024

WEM is evolving to meet the dynamic needs of artificial intelligence (AI)-enabled enterprises and service functions. To learn more about the 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report , visit dmgconsult.com , or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Shep Hyken

DECEMBER 23, 2022

They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM). Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. Top 5 UC Predictions for 2023. Predictable. Our prediction?

Contact Center 65

Contact Center AI Technology Technology 65

Logicalware

AUGUST 9, 2023

For the last few years, AI has been a hot topic, no matter your industry or business goals. And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences.

Innovation 52

Innovation AI Customer Experience Case Management 52

Logicalware

DECEMBER 18, 2023

2023 has been a year of remarkable achievements and innovations in the tech and CX world. Our team of dedicated Puzzelers, from developers to controllers, were at the forefront of the ever-evolving landscape of AI technologies and solutions, delivering stellar products, staying innovative and embracing change.

Net Promoter Score 52

Net Promoter Score AI Artificial Intelligence NPS 52

ECXO

SEPTEMBER 7, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Follow ECXO for more upcoming events: [link] Save the Date: Oct 5, 2023 – 02:00 PM (Amsterdam, Berlin, Rome, Stockholm, Vienna timezone) Join us for an enlightening session that promises to transform your approach to customer experience!

Innovation 156

Innovation CX Customer Experience CXM 156

Intercom

MARCH 29, 2023

We teamed up once again with Klaus, Aircall, and Support Driven to survey customer service leaders on their key metrics, how they maintain support quality, and where they’re investing in 2023. This enables teams to improve the efficiency of their support processes, reduce wait times for customers, and provide quicker resolutions to queries.

Customer Service 69

Customer Service Outlook Machine Learning AI 69

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. Chatbots are AI-powered conversational assistants created to communicate with customers without human intervention. By 2023, chatbots are projected to drive eCommerce transactions worth $122bn. What are Chatbots? .

Sales 98

Sales AI Healthcare Omnichannel 98

Execs In The Know

AUGUST 27, 2024

The 2024 results are concerning, with 39 percent of brands reporting a drop in service quality, a significant increase from 17 percent in 2023. Today’s consumers have experienced firsthand the innovative approaches of leading brands, setting a new benchmark for all businesses. For many companies, the solution is AI. set in 2017.

CX 105

CX AI Contact Center Machine Learning 105

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. Learn more at dmgconsult.com. # # #.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

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

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

Customer Think

MAY 12, 2023

This prompted businesses to transition 90% of contact centers to remote and hybrid models, while seeking innovative solutions to deliver personalized […] The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% during the initial months.

Contact Center 78

Contact Center Customer Service AI Innovation 78

Zendesk

MAY 24, 2023

AI has been a part of pop culture for generations (enter: The Terminator), but the recent developments of ChatGPT and AI-powered bots have breathed new life into the conversation surrounding its role in business. How can AI help customer service? How can AI help customer service?

AI 88

AI Customer Service Machine Learning Technology 88

Customer Think

DECEMBER 27, 2023

Generative AI took the world by storm in 2023, massively impacting businesses in every industry seemingly overnight. As a result, nearly all venture capital-backed companies (90%) have plans to embed generative AI into their products, according to a Productboard survey from earlier this year.

AI 69

AI Innovation Technology Technology 69

Logicalware

NOVEMBER 23, 2023

It’s safe to say that AI has been on everyone’s lips throughout 2023. In fact, it has been so ubiquitous that Collins dictionary even named AI the word of the year in 2023. Yet, a burning question remains; What does the future hold for AI? AI is not a passing trend; it’s here to stay.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Shep Hyken

JANUARY 23, 2023

AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world.

Customer Service 13

Customer Service Artificial Intelligence Contact Center Retail 13

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. In fact, Roku was recently recognized as one of Fast Company’s top 10 most innovative companies in North America. Mark: I think my biggest takeaway is that AI is here.

Contact Center 97

Contact Center Innovation AI Technology 97

MyCustomer Experience

OCTOBER 13, 2023

The focus on generative AI is a hot topic and it’s feeding uncertainty as organisations like OpenAI and DeepMind are continuing to innovate. 13th Oct 2023 By Marcus Hickman Director

AI 52

AI Technology Technology Innovation 52

DMG Consulting

SEPTEMBER 12, 2023

It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.

Contact Center 48

Contact Center Artificial Intelligence AI Customer Relationship Management 48

DMG Consulting

JUNE 21, 2023

CCaaS vendors are leading the way with innovations driven by the needs of highly demanding enterprise clients striving to deliver a cost-effective and exceptional customer experience (CX) at scale. Seat adoption is being fueled by many first-time customers realizing the potential of these innovative solutions.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

Fonolo

MAY 10, 2023

Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered! Our conferences and events page offers a comprehensive listing – and in this blog, we’ll take a closer look at three noteworthy events happening in 2023.

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

DMG Consulting

APRIL 19, 2023

It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms. Optimized intraday management with enhanced real-time decision tools adapt in-the-moment as conditions change.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

DMG Consulting

DECEMBER 6, 2022

Influential CX Trends for 2023. 2023 is shaping up to be a tough year for many enterprises. Below are 11 of the most important CX trends for enterprises to plan for and address in 2023. What are your organization’s top CX technology and operational priorities for 2023? Take our quick 2-minute survey and let us know!

CX 48

CX Predictive Analytics Contact Center Touchpoint 48

Zendesk

NOVEMBER 14, 2023

In our 2023 Employee Experience Trends Report , 79 percent of EX professionals said that EX will be a higher priority within the next 12 months. Given the significance of EX, we’re thrilled to announce our latest batch of product innovations, designed to help internal service teams, such as IT and HR, deliver exceptional employee experiences.

Innovation 52

Innovation AI Finance Customer Service 52

Logicalware

DECEMBER 13, 2022

Launched our new AI-powered CCaaS packages calibrated for current trends in customer behaviour and a changing industry landscape. Emotional intelligence and well-being are still top of the leadership agenda and should remain that way for 2023 and beyond. 2023 forecasts and predictions.

Touchpoint 97

Touchpoint Technology Technology Start-ups 97

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. AI-enabled solutions to meet CX and EX expectations and demands. What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48