eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

AI 202

AI Sentiment Analysis Contact Center Healthcare 202

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 As customer expectations continue rising, businesses increasingly turn to artificial intelligence (AI) to revolutionize their customer support processes. AI empowers organizations to gain deeper insights into customers’ preferences, needs, and behaviors.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

OCTOBER 14, 2024

AI and Personalized Learning: The Future of CX Education Artificial Intelligence (AI) has the potential to transform how we teach and learn CX. AI-powered learning tools can offer personalized learning paths that adapt to a learner’s specific needs, progress, knowledge gaps, and strengths.

Education 479

Education Customer Experience Customer Journey Map Innovation 479

eglobalis

JANUARY 7, 2025

Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback. Key impacts include: Accelerating Insights Through Data Analysis AI processes vast amounts of user data to uncover patterns and preferences, providing deeper insights into customer needs and behaviors.

B2B 322

B2B CX Artificial Intelligence Predictive Analytics 322

Adrian Swinscoe

FEBRUARY 17, 2025

This is a guest post from Gans Subramanian, Managing Partner, B-TRNSFRMD Artificial intelligence (AI) has helped the omnichannel customer experience and service industry achieve a revolutionary [] The post The AI revolution in customer service: What to expect in 2025 first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence AI Customer Service Omnichannel 147

Adrian Swinscoe

FEBRUARY 10, 2025

Why Language is the Key to a Great Customer Experience In a world where [] The post How AI translation is transforming customer experience first appeared on Adrian Swinscoe. This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes.

AI 288

AI Customer Experience Artificial Intelligence Customer Retention 288

Callminer

JUNE 27, 2022

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST.

Artificial Intelligence 343

Artificial Intelligence AI Technology Technology 343

eglobalis

NOVEMBER 3, 2024

AI, automation, and data analytics can optimize processes and provide valuable insights, but genuine CX success hinges on maintaining human connection and empathy. For instance, Hailo , an AI chip pioneer, has integrated advanced technology to streamline customer interactions while preserving a human touch.

CX 523

CX B2B Innovation Sentiment Analysis 523

eglobalis

SEPTEMBER 18, 2023

Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments The post Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments appeared first on Eglobalis.

AI 517

AI Artificial Intelligence Contact Center CX 517

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

Technology 459

Technology Technology AI CX 459

Execs In The Know

NOVEMBER 21, 2024

In our recent webinar , Mandi Geary, Director of Customer Care at BSN Sports, took us behind the scenes of her artificial intelligence (AI) journey with Gladly, sharing the wins, lessons, and strategies that have transformed how her team supports customers. Define your AI North Stars before diving into implementation.

Sports 105

Sports AI CX Artificial Intelligence 105

eglobalis

JANUARY 18, 2024

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

AI 485

AI Customer Experience Artificial Intelligence Customer Relationship 485

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. It’s clear that AI’s impact on customer care and CX will be profound. Friendly service.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

ECXO

NOVEMBER 26, 2024

Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues. Artificial Intelligence and Automation AI is transforming customer experience by automating routine tasks, providing personalized recommendations, and even handling customer inquiries through chatbots.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. In this digital era, artificial intelligence (AI) has certainly emerged as a powerful tool that can augment and enhance customer experience.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

eglobalis

JUNE 4, 2024

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

AI 430

AI Customer Experience Artificial Intelligence Customer Relationship 430

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. Again: these tools employ automation and at least a bit of artificial intelligence.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Adrian Swinscoe

JULY 1, 2024

Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University […] The post We’ve only just scratched the surface of artificial intelligence – Interview with Peter van der Putten of Pega first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence AI Business Growth Customer Experience 147

Shep Hyken

APRIL 29, 2022

He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Customer Think

OCTOBER 31, 2021

Artificial Intelligence (AI) – the capability of a machine or piece of software to display human-like intelligence – permeates our daily lives, often in ways we do not notice. It touches us in myriad ways. In the words of […].

Artificial Intelligence 145

Artificial Intelligence Transportation Healthcare Retail 145

Adrian Swinscoe

JUNE 25, 2024

This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […] The post How artificial intelligence in task management can transform the customer and employee experiences first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Innovation AI Customer Experience 147

Adrian Swinscoe

FEBRUARY 25, 2022

In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […]. The post Customers know how to solve data, privacy and AI trust issues.

Artificial Intelligence 246

Artificial Intelligence AI 246

Customer Think

DECEMBER 26, 2021

Now artificial intelligence (AI) has become a key piece […]. Seventy-five percent of salespeople believe that they could not do their jobs as effectively without current technologies, according to our latest research.

Artificial Intelligence 145

Artificial Intelligence Sales B2B AI 145

Adrian Swinscoe

JANUARY 13, 2025

Were seeing a surge of activity experimentation, piloting and implementation in the customer service space regarding newartificial intelligence (AI)-enabled tools, particularly those aimed at [] The post Are humans the missing link in your AI strategy? first appeared on Adrian Swinscoe.

AI 147

AI Customer Service Artificial Intelligence Customer Experience 147

Customer Think

MAY 22, 2023

AI technology today has much wider applications than anyone can anticipate. In this situation, it becomes important to learn about the top artificial intelligence applications to understand the existing possibilities. A computer-based system capable of decision-making, learning, and evolving, felt like fiction.

Artificial Intelligence 111

Artificial Intelligence AI Technology Technology 111

Adrian Swinscoe

APRIL 29, 2025

Last years event was dominated by news [] The post Key insights from Adobe Summit on agentic AI and B2B innovation first appeared on Adrian Swinscoe. Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobes annual customer event.

B2B 147

B2B Innovation AI Artificial Intelligence 147

Adrian Swinscoe

MARCH 13, 2025

Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe. This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

Adrian Swinscoe

APRIL 13, 2025

As a result, you will [] The post Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid Data Privacy and AI Concerns first appeared on Adrian Swinscoe. For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator.

Customer Expectations 147

Customer Expectations AI Customer Experience Artificial Intelligence 147

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 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 […]. billion by 2025. between 2020 and 2027.

Artificial Intelligence 145

Artificial Intelligence AI 145

Callminer

DECEMBER 19, 2024

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.

Contact Center 182

Contact Center Artificial Intelligence AI Customer Service 182

Adrian Swinscoe

JULY 27, 2024

Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University […] The post We’ve only just scratched the surface of artificial intelligence – Interview with Peter van der Putten of Pega first appeared on Adrian Swinscoe.

Artificial Intelligence 130

Artificial Intelligence AI 130

Callminer

NOVEMBER 2, 2022

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.

Artificial Intelligence 265

Artificial Intelligence CX Contact Center AI 265

Adrian Swinscoe

DECEMBER 3, 2024

Every December for the last five years, I’ve compiled a set of predictions about what is likely to happen in the customer experience space in the […] The post Cutting through the noise to get to the reality of customer service AI first appeared on Adrian Swinscoe.

AI 147

AI Customer Service Customer Experience Artificial Intelligence 147

The DiJulius Group

MARCH 14, 2024

AI and the Customer Experience, Part 1 AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. According to an article in Craving Tech, organizations that have integrated this new technology into.

Artificial Intelligence 98

Artificial Intelligence AI ML Machine Learning 98