Intercom

APRIL 29, 2025

Were committed to delivering the highest standards of security for our customers, and we’re proud to announce that were one of the first AI customer service platforms to have achieved ISO/IEC 42001:2023 certification the worlds first international standard focused on the governance of artificial intelligence management systems (AIMS).

AI 52

AI Artificial Intelligence Government Compliance 52

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond. Now, banks are not only expected to provide immediate assistance but also to adopt real-time payment technologies.

Customer Experience 88

Customer Experience Artificial Intelligence Outlook CX 88

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

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

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. To remain competitive in the fight for customer service supremacy, many organizations now rely on automation and artificial intelligence (AI) in customer service. What is the state of automated customer service in 2023? The state of automated customer service in 2023.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Customer Think

DECEMBER 19, 2022

Artificial Intelligence (AI) has been a transformative technology in CX. As a result, customer satisfaction is expected to grow by 25% by 2023 in organizations that use AI. From automation to assistive technology, it’s clear that […]. According to Gartner, 91.5%

AI 94

AI Artificial Intelligence CX Customer Satisfaction 94

Comm100

MAY 23, 2023

Automated customer service refers to the use of technology that provides customer support without human assistance. The tech is often powered by AI (artificial intelligence) and machine learning algorithms that can mimic human interaction by understanding and responding to customer queries. What is customer service automation?

Customer Service 96

Customer Service Artificial Intelligence Machine Learning AI 96

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

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

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. “Our Our store has visitors from the U.S., Europe, and of course, Ireland.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

DMG Consulting

JANUARY 1, 2024

Next-gen WEM platforms also offer ease of integration and interoperability with third-party and proprietary operating systems; this is a major change from the closed WEM suites of the past, and it will position companies to leverage their intelligence throughout the enterprise to help ensure a consistently outstanding and cost-effective CX.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Intercom

DECEMBER 14, 2023

If you haven’t noticed already, chances are you’re going to pick up a bit of a theme here – 2023 was the year AI changed everything. And what a year it’s been – 2023 will go down in history as the breakout year for AI. For listeners, HAL 9000 is a fictional artificial intelligence character, the main antagonist in Arthur C.

AI 98

AI Start-ups Legal Technology 98

Customer Think

OCTOBER 18, 2023

(This month’s Research Round-Up discusses two recent surveys that examine how marketers are using artificial intelligence in mid-2023. Source: Marketing AI Institute/Drift 2023 State of Marketing AI Report […]

Artificial Intelligence 53

Artificial Intelligence AI Technology Technology 53

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. The Report examines the business, market and technology trends and challenges confronting contact centers in the midst of the Great Resignation. MEDIA ALERT.

Artificial Intelligence 48

Artificial Intelligence Contact Center Predictive Analytics Innovation 48

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

DMG Consulting

APRIL 19, 2023

The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. Both groups aim to deliver a new and more effective generation of WFM solutions.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Customer Think

DECEMBER 21, 2023

With new and rapidly evolving technologies like artificial intelligence (AI) continually transforming the retail industry, many businesses are falling behind their competitors because they’re unclear where to start when it comes to integrating it into their operations.

Retail 64

Retail Artificial Intelligence AI CX 64

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? The rise of technologies like augmented reality (AR) and artificial intelligence (AI), making VFRs more accurate and accessible than ever.

CX 146

CX Retail Social Media Artificial Intelligence 146

DMG Consulting

JANUARY 17, 2023

DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report. When: Today, 17 January 2023. This is where AI comes in.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Innovation 48

Aquire

JANUARY 24, 2022

By 2023, Juniper forecasts that over 50 percent of the chatbots accessed will be through discrete apps, with complete bot integration overturning the makeup of current app functionality. The projected value of ecommerce transactions through chatbots by 2023 will be $112 billion ( Juniper Research ). MIT Technology Review ).

Real Estate 98

Real Estate Healthcare AI Artificial Intelligence 98

Ameyo Callversations

OCTOBER 22, 2021

“A few years back, Artificial Intelligence for businesses was just like a fidget spinner for kids. 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.

AI 98

AI CX Artificial Intelligence Touchpoint 98

DMG Consulting

AUGUST 10, 2023

IA vendors are investing in artificial intelligence (AI) technologies to provide advanced offerings that more effectively identify customer intents, provide real-time guidance (RTG) to agents, predict customer satisfaction and propensities, automatically evaluate interaction quality, and much more.

Contact Center 48

Contact Center Artificial Intelligence Actionable Insights AI 48

Execs In The Know

JANUARY 8, 2023

As we head into 2023, the business process outsourcing (BPO) sector continues to evolve and grow as a service channel, with many new brands now fully embracing outsourcing partners—both onshore, nearshore, and offshore. According to Forbes, global spending on outsourcing is predicted to reach $731 billion in 2023.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Fonolo

JANUARY 22, 2019

In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” As noted by Retail Dive , “retailers with large-scale service needs are increasingly turning to various forms of automated technology to support customer service operations.” Voice-Powered Technology (VPT).

Retail 93

Retail Contact Center Artificial Intelligence Social Media 93

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 Innovation 48

Customer Think

FEBRUARY 5, 2023

According to a Deloitte report on Workforce Transformation, a global survey revealed that 22% of organizations are using artificial intelligence (AI) either partially […] Startups are ever-transforming, with a strong emphasis on digital growth.

Artificial Intelligence 64

Artificial Intelligence AI Technology Technology 64

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. The event is scheduled for September 21, 2023, at the Taj MG Road in Bengaluru.

Innovation 52

Innovation Artificial Intelligence ML Data Entry 52

ProProfs

DECEMBER 27, 2019

Artificial Intelligence and Machine Learning are gaining widespread adoption in the past few years. Interestingly, the education industry hasn’t been shy in implementing both of these advancing technologies. In this era of rapidly-evolving technology, the way we learn has undergone a tremendous change.

Machine Learning 69

Machine Learning Education ML AI 69

DMG Consulting

JUNE 21, 2023

The Report also examines the business, market, and technology trends and challenges impacting the rapidly growing and dynamic CCaaS market. The future of contact center technology is in the cloud. The CCaaS market is positioned to thrive and grow rapidly over the next 5 to 10 years.

Contact Center 48

Contact Center Artificial Intelligence Innovation AI 48

Zendesk

JANUARY 7, 2022

What customer service leaders may not understand, however, is which of the two technologies could have the most impact on their buyers and their bottom line. Conversational AI is a broader term that refers to AI-driven communication technology such as chatbots and virtual assistants (e.g., Siri or Amazon Alexa).

AI 98

AI Machine Learning Artificial Intelligence ML 98

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. MEDIA ALERT. Essential and impactful tools in the AI-based service revolution. Where: Available at the DMG Consulting online store. Background: .

AI 48

AI Contact Center Artificial Intelligence Innovation 48

Ameyo Callversations

AUGUST 9, 2022

Also, in today’s technology-evolving world, customer experience is the topmost priority for companies but a significant challenge too. Being the latest technology, voice bot technology is one of the most advanced and innovative approaches to advertising and marketing these days. Define Goals. Improve your sales process?

Technology 52

Technology Technology Artificial Intelligence Sales 52

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. The impact of AI in the real world If you think artificial intelligence is something that only happens in sci-fi movies, think again.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

Zendesk

MAY 9, 2023

Advances in technology, combined with new and ongoing business challenges, put us all under pressure to continue to evolve, improve, and do more for our customers. Moreover, this technology is available today. The world is changing and customer experience is shifting alongside. Meanwhile, consumer expectations continue to rise.

AI 97

AI CX Artificial Intelligence Sentiment Analysis 97

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. What: Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report . MEDIA ALERT. When: Today, 7 December 2022.

Contact Center 48

Contact Center Artificial Intelligence Omnichannel Innovation 48

Execs In The Know

JUNE 7, 2023

With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences. However, ensure that technology is not prioritized over human interaction and empathy.

CX 85

CX Compliance Artificial Intelligence AI 85