Adrian Swinscoe

MAY 1, 2024

Don joins me today to talk about the […] The post The Generative AI landscape: The good, the bad and the boring – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe. Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems.

AI 231

AI Artificial Intelligence Business Growth Customer Satisfaction 231

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Win the Customer

NOVEMBER 20, 2024

In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. What is Empathy in Customer Service?

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Execs In The Know

AUGUST 5, 2024

Artificial intelligence (AI) is transforming industries with its innovative capabilities, particularly in customer experience (CX). From enhancing personalization to improving service efficiency, AI offers significant benefits. The key to success lies in balancing technological innovation with customer trust.

AI 97

AI Artificial Intelligence CX VOC 97

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 156

AI Customer Experience Social Media Machine Learning 156

NGDATA

AUGUST 15, 2024

The blog highlights how AI-driven solutions enable organizations to create hyper-personalized experiences by analyzing vast amounts of data to understand customer behaviors, preferences, and needs. Source The post 3 Ways Artificial Intelligence Can Help Marketers Improve Personalization appeared first on NGDATA.

Artificial Intelligence 52

Artificial Intelligence Business Growth AI Customer Satisfaction 52

Uniphore

NOVEMBER 18, 2021

feel is invaluable to business growth. Emotional Intelligence: An Overview While it may sound like a loose plot for the latest artificial intelligence (AI) Hollywood blockbuster, using machines to understand customer emotion is now very much a reality. Amazon is honing its Alexa AI tool ?to

CX 162

CX Artificial Intelligence AI Business Growth 162

Adrian Swinscoe

APRIL 23, 2024

The research found that […] The post New Adobe research: Generative AI is changing what consumers expect from brands first appeared on Adrian Swinscoe. About a year ago, I spoke to Luc Dammann, President EMEA at Adobe, about some new research that Adobe had just published.

AI 147

AI Artificial Intelligence Business Growth Technology 147

SugarCRM

JANUARY 27, 2021

After a year of uncertainty for businesses worldwide, SugarPredict offers essential insight into business growth and removes the guesswork from day-to-day activities. This is only the beginning of the ground-breaking advancements we’ll make in 2021 and change the way you do business.

Artificial Intelligence 49

Artificial Intelligence Actionable Insights Innovation Gaming 49

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. SaaS Customer Success Tool. Salesforce.

Business Growth 71

Business Growth CRM Social Media Sales 71

Customer Think

JULY 23, 2024

From simple databases used to track customer interactions, they have transformed into sophisticated platforms that harness cutting-edge technologies to enhance customer experiences and drive business growth. Among these technologies, Artificial Intelligence (AI), Big Data, and other emerging tools stand out as […]

CRM 59

CRM Technology Technology Artificial Intelligence 59

Intercom, Inc.

SEPTEMBER 30, 2021

There’s amazing research and work getting done, and there’s this amazing technology and AI, but the hard part is to actually make that accessible and scalable and get it in the hands of people who really, really need it. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Adrian Swinscoe

MARCH 18, 2025

Todays podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to [] The post Testing and experimentation is everyones problem Interview with Shafqat Islam of Optimizely first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Relationship AI 162

Adrian Swinscoe

OCTOBER 15, 2024

Abraham and Harvard Business School Senior Lecturer David C. Today’s interview is with Boston Consulting Group Senior Partner Mark F. They join me today to […] The post The five promises of personalization – Interview with Mark Abraham and David Edelman first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Business Growth Customer Relationship Customer Retention 147

CommBox

JUNE 4, 2024

Consider a world in which businesses can anticipate client requirements before they arise. Welcome to the age of AI-powered predictive analytics. AI predictive analytics enables organisations to transform customer service into a proactive, personalised experience. Let’s look at how AI is transforming the landscape.

Predictive Analytics 52

Predictive Analytics AI Artificial Intelligence Structured Data 52

Zonka Feedback

AUGUST 23, 2024

In the world of sci-fi movies, AI often takes center stage as the ultimate futuristic tool—think of Iron Man’s JARVIS anticipating every need or Her’s Samantha crafting conversations so personal, they blur the line between human and machine.

Business Growth 52

Business Growth AI Customer Experience Artificial Intelligence 52

Adrian Swinscoe

JANUARY 7, 2025

Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins [] The post Data ontology and rethinking customer support metrics Interview with Marcel Barrera of serviceMob Inc first appeared on Adrian Swinscoe.

Technology 147

Technology Technology Customer Service Artificial Intelligence 147

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Don’t know which ones are most relevant?

Artificial Intelligence 77

Artificial Intelligence Predictive Analytics AI Customer Feedback 77

SugarCRM

APRIL 14, 2022

Clare shares her thoughts on addressing lead and revenue generation: “By marrying artificial intelligence (AI) innovations with customer intent data, organizations can take sales and marketing efforts to the next level and at scale. Investments in AI have increased during the pandemic.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. Businesses providing a better customer experience could grow their revenue, as 86% of customers are willing to pay 13%-18% more for a better customer experience. Use chatbots to drive business growth. (©

Sales 98

Sales AI Healthcare Omnichannel 98

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. With AI, you can get answers to most of your “why” questions.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

OCTOBER 17, 2024

So, always opt for AI text analytics tools for it, and there are many in the market! More than 50% of companies are not able to translate customer feedback into actionable insights for business growth. Manually doing it can take days. Otherwise, what is the point of gathering feedback?

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Zendesk

MARCH 7, 2022

It was not long ago that buzzwords like AI, automation and omnichannel struck a similar chord. The technology existed – and so did the curiosity – but what did it look like for businesses? AI & Automation. AI, chatbots, and buzzwords. Jump to a section. Live chat or messaging? Real customer stories.

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

Ameyo Callversations

MAY 4, 2022

AI and ML automation: When customers connect with your contact center, they want a quick response and resolution to their issues. A cloud-based communication center allows you to leverage the potential of artificial intelligence and machine learning here. Moreover, AI bots are devoid of any emotions.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Adrian Swinscoe

DECEMBER 20, 2024

Todays podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate and measure [] The post The impact of influencer marketing on customer experience Interview with Daphne Robertson of #paid first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience Artificial Intelligence Business Growth Customer Relationship 147

Adrian Swinscoe

AUGUST 27, 2024

Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […] The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel AI Artificial Intelligence Business Growth 147

Adrian Swinscoe

OCTOBER 21, 2024

Recently, I spoke to Shahar Chen, co-founder and CEO of Aquant, a field service management software provider, about some new research they had just published. One […] The post Addressing the aging workforce crisis in field service management first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Business Growth AI Customer Service 147

Adrian Swinscoe

NOVEMBER 13, 2024

I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Retention AI 162

Gainsight

OCTOBER 4, 2024

As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is reshaping how we engage with customers, manage our teams, and drive business growth.

AI 52

AI Artificial Intelligence Actionable Insights Gaming 52

Gainsight

OCTOBER 4, 2024

As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is reshaping how we engage with customers, manage our teams, and drive business growth.

AI 52

AI Artificial Intelligence Actionable Insights Gaming 52

Execs In The Know

JANUARY 23, 2024

Ensuring the functional and personal support workers need is not just the correct ethical approach to running a business; it’s actually the bedrock upon which consistent customer satisfaction and business performance are built. AI is poised to have a similar effect today, reshaping the labor market in unexpected ways.

AI 52

AI Artificial Intelligence Contact Center Transportation 52

Ameyo Callversations

JANUARY 3, 2022

However, there is also a repel against the increased use of digitization and automation of interactions between businesses and consumers. While technologies such as AI and data-driven marketing continue to grow, the overarching focus will be on people, not technology. Conversational AI. – Juniper.

Contact Center 98

Contact Center Social Media Omnichannel Non-Profits 98

Hodusoft

JULY 21, 2022

Given that this software allows businesses to route customer calls to the skilled call center agent or department, the insurance companies must invest in opting for new-age call center software in order to provide their customers with a contextual service and drive business growth. .

Customer Service 98

Customer Service Omnichannel Artificial Intelligence Customer Loyalty 98

Experience Investigators

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

AI 52

AI Customer Service Customer Experience Machine Learning 52

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Artificial Intelligence: With AI, banks can improve and automate their customer support, making the service more efficient. But when every bank strives to achieve the same, how can you get a competitive edge?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

CSAT.AI

AUGUST 7, 2019

In an earlier blog we proposed the differing views on how AI wil l aff ect the contact center in the future. There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. Alternatively, when used strategically as a helpful ass istant , AI enhances CX. That includes embracing AI.

AI 52

AI CX Sentiment Analysis Contact Center 52

SugarCRM

MARCH 24, 2025

Real-Time, Predictive Insights : Predictive analytics and artificial intelligence help identify revenue opportunities. Proactive Customer Support : Proactive insights generated with AI help sales and service teams anticipate customer needs. A unified ERP-CRM platform ensures your operations scale efficiently.

Sales 26

Sales Finance Artificial Intelligence Data Entry 26