Callminer

MARCH 25, 2025

AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.

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AI Business Operations 182

Callminer

FEBRUARY 6, 2025

As we step into 2025, AI is not just a tool, but a strategic enabler for tech companies seeking to do more with less. Read this blog to learn how.

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AI CX 182

Callminer

JANUARY 12, 2025

Read this blog to explore some of the top trends impacting financial services CX teams, and how AI can power improvements for 2025 and beyond.

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AI CX 182

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for February 2025 Hey everyone! Ask AI Quality Improvements Ask AI is our premier way to get to the heart of your customer or employee feedback. You can get more information on Ask AI from our knowledge base. The post Product News February 2025 appeared first on Lumoa. Let’s get started!

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Engineering AI Start-ups CX 78

Callminer

JANUARY 19, 2025

2024 was a banner year for AI adoption across contact center and CX teams. Read CallMiner's top predictions that will help organizations empower frontline employees and supercharge CX in 2025.

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Technology Technology Contact Center Customer Experience 182

Callminer

NOVEMBER 27, 2024

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.

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Technology Technology AI Customer Expectations 182

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for January 2025 Hey everyone! You can now request to have our new Translation Engine and our new Topic Modeling AI. You can now request to have our new Translation Engine and our new Topic Modeling AI. Upcoming webinars Nothing in the upcoming calendar, but check out our recent webinar on Ask AI.

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AI Start-ups Engineering 78

PeopleMetrics

JANUARY 21, 2025

Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere. Instead, AI enhances what we can learn from NPS and how we can act on it. But even with AI, the human touch is more critical than ever to make those insights meaningful.

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NPS AI Net Promoter Score E-commerce 118

PeopleMetrics

FEBRUARY 13, 2025

(In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) This is as true in 2025 as it was in 2017. And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. But AI isnt a substitute for human expertise. Maybe even more so.

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VOC Legal AI Sentiment Analysis 109

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. AI is an unprecedented game changer that we’re only beginning to understand, even as it evolves at an amazingly rapid pace.

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CX Artificial Intelligence Outlook AI 59

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront.

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NPS Customer Feedback Net Promoter Score B2C 456

eglobalis

AUGUST 19, 2024

This includes leveraging advanced analytics and AI to interpret customer feedback and drive actionable insights. Gartner predicts that more than 75% of organizations will abandon NPS as a measure of success for customer service and support by 2025. It works best when used alongside many other metrics; alone, it doesn’t make much sense.

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NPS Net Promoter Score VOC Actionable Insights 440

DMG Consulting

MARCH 13, 2025

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. The post What is Conversational AI and How Does it Work?

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AI Artificial Intelligence Close the Loop Omnichannel 62

Callminer

FEBRUARY 18, 2025

Improving patient experience is a key focus for global healthcare organizations in 2025. This blog explores key trends and challenges shaping healthcares use of AI to impact patient outcomes.

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Healthcare AI 182

Adrian Swinscoe

MARCH 26, 2025

Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.

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Voice of the Customer Artificial Intelligence Customer Experience Management AI 147

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding.

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Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

PeopleMetrics

FEBRUARY 11, 2025

I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined. Let's dive into Lesson #14 from my book , but with an AI twist that I never would have imagined seven years ago.

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VOC AI NPS Technology 77

PeopleMetrics

JANUARY 13, 2025

Fast forward to 2025, and the way we approach customer centricity has evolved dramatically. Artificial intelligence (AI) has entered the scene, giving us tools to listen better, act faster, and predict what customers need before they even tell us. Theyve invested heavily in AI to analyze customer feedback across multiple channels.

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AI Artificial Intelligence Actionable Insights Customer Feedback 71

Gainsight

MARCH 19, 2025

In 2025 (and beyond), growth will come from existing customersnot endless new acquisitions. With proven expertise and new, AI-powered solutions for CS , Customer Success Managers (CSMs) are in a unique position to take charge of Revenue teams and drive customer-led growth. Heres everything you need to know.

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AI Sales Engineering Education 52

DMG Consulting

JANUARY 19, 2025

Welcome to 2025! January 2025 2025 is positioned to be an especially AMAZING year for customer experience (CX), contact centers and service organizations as artificial intelligence (AI)-enabled technologies begin to deliver on their promises. Many of these new capabilities are enabled by a variety of AI technologies.

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Contact Center Artificial Intelligence AI CX 48

eglobalis

JANUARY 28, 2025

Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest Last week, we had the amazing event in Atlanta, CRM Playaz IRL 2025 , hosted by the venerable “Godfather of CRM” Paul Greenberg and Brent Leary , an incredible team working together. A perfectly tiered photo with Ray standing the highest.

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CRM CX Actionable Insights AI 195

Service Quality Institute

JANUARY 8, 2025

AI is giving firms another excuse to push the customer out the door. In 2025 you have an opportunity to deliver an awesome customer experience. In 2025 if you want to drive an Awesome Customer Experience you can attend our Customer Certification Seminar in Minneapolis May 12-15. That is the Service Strategy.

Customer Service 52

Customer Service Social Media Start-ups Education 52

PeopleMetrics

JANUARY 16, 2025

Fast forward to 2025, and while AI is beginning to enhance these platforms, human expertise remains just as critical to their success! Lets explore where AI is making strides, where its still emerging, and why humans are irreplaceable in the VoC journey. And at scale.

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AI VOC Sentiment Analysis E-commerce 71

PeopleMetrics

MARCH 20, 2025

But despite all the advancements in AI, this is one area where technology hasnt dramatically changed the core principles of closing the loop. While AI has transformed many aspects of customer experience, closing the loop is still fundamentally a human-driven process.

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Close the Loop AI VOC B2C 62

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. So, what does this mean for your AI strategy? They see one brand.

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CX Artificial Intelligence AI Omnichannel 52

PeopleMetrics

JANUARY 20, 2025

Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Fast forward to 2025, and weve entered a new era of text analytics. Its this collaboration between humans and AI that delivers the best results.

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Text Analytics Machine Learning VOC AI 118

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

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Sentiment Analysis NPS AI Start-ups 52

Futurelab

FEBRUARY 22, 2025

You sit down to review 2025 plans in your customer service department. There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. Last year you have been very busy.

Legal 130

Legal Start-ups AI Technology 130

CX Network

DECEMBER 11, 2024

Discover 2025's top CX trends: AI, cybersecurity, phygital retail & trust-driven strategies for brand success

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CX Customer Experience Retail AI 111

Customer Think

AUGUST 30, 2021

The AI market is growing at a rapid rate, with experts claiming that it will snowball to reach a market value of $190.61 billion by 2025. Research also indicates that the forecasted AI annual growth rate will reach 33.2% And if you think that AI is primarily being used to drive […]. between 2020 and 2027.

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Artificial Intelligence AI 145

DMG Consulting

MARCH 13, 2025

While achieving the AI vision and realizing its full value and benefits is yet to come, a great deal of progress has already been achieved throughout the CX industry. Below is a list of lessons learned and top takeaways that will help CX, contact center, and customer service leaders successfully move forward on their AI journeys: 1.

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Contact Center AI Artificial Intelligence CX 48

CX Network

JANUARY 26, 2025

Find out about the advanced technology and artificial intelligence (AI) related to CX that surfaced at CES 2025.

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Artificial Intelligence AI CX Technology 82

SurveySensum

FEBRUARY 4, 2025

month Have broad use case, from small to large business Top GDPR-Compliant Survey Platforms in 2025 Finding the right survey platform that balances solid features with GDPR compliance is a tall order. SurveySensum SurveySensum is an AI-enabled customer experience management tool with best-in-class GDPR compliance.

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Compliance Start-ups Healthcare AI 52

Hodusoft

JANUARY 28, 2025

HoduSoft Gears Up for IT EXPO 2025: The Premier Tech Gathering Get ready for IT EXPO 2025! HoduSoft is delighted to announce its presence at IT EXPO 2025, the ultimate tech gathering of the year. HoduPBX, being a cornerstone of seamless business communication will be the key highlight in HoduSofts participation in IT EXPO 2025.

Contact Center 52

Contact Center Omnichannel Innovation Social Media 52

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. AI is now making this process faster and more efficient, but technology alone isnt enough! The best VoC programs combine AI-driven insights with human expertise to ensure findings are meaningful and actionable.

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AI VOC Text Analytics Social Media 62

Intercom

FEBRUARY 27, 2025

A deep dive into our 2025 Customer Service Transformation Report In this episode of The Ticket, Ruth O’Brien , Senior Director of Automated and Proactive Support at Intercom, joins Bobby Stapleton , Senior Director of Human Support at Intercom, to break down key insights from Intercoms 2025 Customer Service Transformation Report.

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AI Customer Service Customer Experience 52