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.

Voice of the Customer 147

Voice of the Customer Artificial Intelligence Customer Experience Management AI 147

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. The post Welcome to 2025! appeared first on DMG Consulting.

Contact Center 48

Contact Center Artificial Intelligence AI CX 48

eglobalis

AUGUST 19, 2024

Gartner predicts that more than 75% of organizations will abandon NPS as a measure of success for customer service and support by 2025. Gartner Predicts More Than 75% of Organizations Will Abandon NPS As a Measure of Success for Customer Service and Support by 2025,” Gartner, [link].

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

CX Network

FEBRUARY 24, 2025

Discover contact center trends for 2025, including artificial intelligence and customer-centric practices

Contact Center 91

Contact Center Artificial Intelligence 91

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A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial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. Want the full story?

CX 52

CX Artificial Intelligence AI Omnichannel 52

DMG Consulting

MARCH 13, 2025

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

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

CX Network

JANUARY 26, 2025

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

Artificial Intelligence 82

Artificial Intelligence AI CX Technology 82

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Artificial Intelligence 48

Artificial Intelligence CX Contact Center AI 48

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. Without that, the idea of being customer-focused is just empty talk.

AI 71

AI Artificial Intelligence Actionable Insights Customer Feedback 71

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.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

InteractionMetrics

JANUARY 31, 2025

This guide covers the top customer satisfaction survey companies of 2025. Many businesses also leverage artificial intelligence and business analytics to process survey responses and gain a better understanding of trends that drive business growth. == Care to discuss your next Customer Satisfaction Survey?

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Customer Think

NOVEMBER 24, 2021

Over the last four years, more than half (51%) of top-performing companies have either turned to or plan to use Artificial Intelligence (AI) powered guided selling by 2025, according to Gartner. Gartner says: “AI functionality has permanently transformed the form and function of guided selling capabilities.

Sales 122

Sales Artificial Intelligence B2B AI 122

DMG Consulting

MARCH 13, 2025

Transforming Contact Centers with AI: Lessons Learned and Key Takeaways January 25, 2025 View this article on the publisher’s website Two years ago, OpenAI made its ChatGPT generative artificial intelligence (genAI) chatbot available to the masses, altering the customer experience (CX) technology landscape and accelerating the velocity of innovation. (..)

Contact Center 48

Contact Center AI Artificial Intelligence CX 48

DMG Consulting

MARCH 5, 2025

This year, we also asked participants about their expectations regarding the potential and benefits of artificial intelligence (AI), as this is currently the hottest topic in the service industry. The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025.

Contact Center 62

Contact Center Artificial Intelligence Compliance AI 62

SurveySensum

DECEMBER 27, 2024

KMS uses smart technology like artificial intelligence – or AI for short – to help guarantee information accuracy while helping to facilitate quick retrieval of information for those looking for it. This leads to faster resolutions, higher customer satisfaction, and a more positive customer experience overall.

Technology 52

Technology Technology Artificial Intelligence CX 52

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0%

Contact Center 62

Contact Center Technology Technology AI 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. What: Releases Future Contact Center Outlook, 2025 – 2040. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released Future Contact Center Outlook 2025 – 2040.

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 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. Want the full story?

CX 59

CX Artificial Intelligence AI Omnichannel 59

Customer Think

JUNE 23, 2023

The way businesses connect with customers is evolving, and artificial intelligence (AI) is leading the way. Servion Global Solutions predicts AI will power 95% of all customer interactions by 2025, including live telephone and online conversations.

AI 72

AI Artificial Intelligence Customer Service Technology 72

DMG Consulting

SEPTEMBER 6, 2024

The report provides a comprehensive analysis of the dynamic and accelerating conversational artificial intelligence (CAI) sector. Revenue from CAI implementations is expected to grow by more than 200% in 2025 and 2026, and at least 100% in the following three years, 2027 – 2029.

AI 48

AI Contact Center Artificial Intelligence Innovation 48

Ameyo Callversations

NOVEMBER 16, 2021

Innovative technologies like ML, Intelligent Automation, and Contact Center AI are helping businesses thrive and succeed in a post-pandemic world. Businesses, whether small or large are currently moving to machine learning and artificial intelligence to transform customer interactions, relationships, revenues, and services.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

CommBox

DECEMBER 17, 2024

2025 Easily Resolve Your Customer Requests As we step into 2025, we’re already working on your next wave of must-have features to stay competitive. While the innovation engine never stops, and your feedback helps keep you steady on your journey – so let’s keep building the future of customer service together.

Innovation 52

Innovation AI Compliance Engineering 52

Aquire

JULY 26, 2021

Artificial Intelligence is no longer science-fiction, but a business game-changer that has truly arrived. In fact, according to market research firm Tractica, the global artificial intelligence software market is expected to see huge growth in the coming years, with revenues increasing from around 9.5 billion by 2025.

Sales 98

Sales Artificial Intelligence AI B2B 98

Comm100

DECEMBER 16, 2024

How to Automate Customer Service in 2025 Automating customer service in 2025 requires businesses to fully embrace advanced AI technologies and integrate them into existing departments and workflows. Heres our full guide on how you can take your customer service automation strategy to the next level in 2025: 1.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Gainsight

DECEMBER 18, 2024

As we venture into the future of digital self-service support, lets explore five key trends to watch in 2025 that will define the customer experience landscape: 1. The post The Future of Digital Self-Service: 5 Trends to Watch in 2025 appeared first on Gainsight Software.

Artificial Intelligence 52

Artificial Intelligence AI Customer Satisfaction Touchpoint 52

DMG Consulting

MARCH 13, 2025

AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment.

AI 59

AI Outlook Technology Technology 59

Provide Support

FEBRUARY 8, 2018

Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. billion by 2025, a compounded annual growth rate (CAGR) of 24.3%.

Artificial Intelligence 63

Artificial Intelligence AI Customer Service Gaming 63

Zendesk

OCTOBER 17, 2022

This digital revolution in manufacturing includes the development of Artificial Intelligence (AI), which involves using technology to automate complex tasks and discovering patterns in the manufacturing processes that can be used to improve workflow. trillion in value by 2025.

Manufacturing 98

Manufacturing AI Artificial Intelligence ML 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

The DiJulius Group

JUNE 24, 2021

In 2025, there will be more machines in the workforce than human beings. Artificial intelligence will have the ability to do nearly any job currently being done by human beings, from lawyers. Technology is changing the world but not always for the better. Read Full Article.

Artificial Intelligence 52

Artificial Intelligence Technology Technology Customer Experience 52

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. Join us in San Diego, CA, September 17-19, 2025. Businesses that dont adapt will fall behind. See you at the next summit!

CX 94

CX AI CX Transformation Artificial Intelligence 94

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Fonolo

NOVEMBER 11, 2022

Gartner says proactive or outbound customer engagement interactions will outnumber reactive interactions by 2025. Smarter self-service tools are powering this adjacent trend: pro-active self-service.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Zendesk

JULY 22, 2022

Conversational AI is a form of artificial intelligence that uses large volumes of data, natural language processing ( NLP ), and machine learning. By 2025, 95 percent of customer service interactions will be supported by AI. What is conversational AI and why does it matter? Customer service is the No.1

AI 98

AI Artificial Intelligence Omnichannel Machine Learning 98

Aquire

DECEMBER 21, 2021

There’s so much intriguing tech to look into, such as: Artificial intelligence and chatbots Augmented reality and virtual reality Voice and visual search tools Artificial design intelligence Predictive analytics Cobrowsing technology Internet of Things (IoT). This is an exciting one. Giveup : Quit data silos.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Ameyo Callversations

MARCH 2, 2022

There is no question that Artificial intelligence has taken the world by storm. However, no matter where you go, whatever you do, Artificial intelligence has some minor or significant role to play. billion by 2025, growing at a CAGR of 24% – Cognizant. Importance of AI in Contact Centers.

Contact Center 52

Contact Center Artificial Intelligence AI Sentiment Analysis 52

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Contact Center 78

Contact Center Artificial Intelligence Omnichannel ML 78