eglobalis

MAY 13, 2025

The rise of advanced analytics and AI is presenting an alternative: rather than asking customers for feedback at every turn, leading firms are beginning to know what customers think by analysing behaviours, conversations, and data signals in real time. Rather than waiting until a projects end to ask How did we do?,

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CX Network

JULY 11, 2025

Learn More Swiss Air applies AI to inspire travelers Part of the Lufthansa Group, Swiss Air serves around 18 million passengers annually. Meet Heidi, a virtual AI assistant The solution was Heidi, a generative AI assistant or chatbot "to inspire and personalize reocmmendations for travelers," said Pauls.

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Artificial Intelligence AI CX Contact Center 64

CX Network

JULY 16, 2025

CX Network has been at the forefront of sharing news and trends related to AI in CX. Learn More Discover some of the most informative content on how AI is transforming CX: The global state of CX 2025 The global state of CX 2025 is the CX Networks annual deep dive into the trends shaping the industry.

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AI Artificial Intelligence Customer Experience Contact Center 59

CX Network

JUNE 26, 2025

As businesses worldwide strive to deliver exceptional customer experiences, the contact center has emerged as a strategic hub for customer engagement and support. North America remains the largest market, driven by the presence of major technology hubs and the high adoption of advanced contact center solutions.

Contact Center 59

Contact Center Artificial Intelligence Compliance Outlook 59

DMG Consulting

MARCH 13, 2025

This set into motion the most radical and impactful transformation of contact centers and customer service organizations ever experienced. 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. Its all about the data.

Contact Center 48

Contact Center AI Artificial Intelligence CX 48

Execs In The Know

FEBRUARY 10, 2025

The customer experience (CX) landscape is evolving rapidly, especially in contact centers. At the same time, contact center agents, who are tasked with delivering high-quality support, are under pressure to meet performance metrics while juggling increasingly complex interactions.

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Contact Center CX Artificial Intelligence AI 52

Execs In The Know

MAY 23, 2025

Artificial intelligence (AI) is now central to every boardroom conversation. The truth is straightforward but challenging: to unlock real value from AI, leaders must move beyond promises and explore tangible, real-world use cases. Too often, AI investments stall at the stage of theoretical benefits.

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AI CX Artificial Intelligence Innovation 96

Execs In The Know

MARCH 31, 2025

Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future. Spirit Airlines saw AI as the solution to enhance guest experiences while managing operational efficiency at scale.

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AI Customer Experience Net Promoter Score Legal 78

CX Network

JULY 7, 2025

Learn More However, by streamlining processes and easing the load on frontline staff, AI is helping businesses respond to customers faster and more consistently, while also increasing capacity. AirAsia responded to this challenge by automating key customer communications through AI.

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AI Artificial Intelligence Net Promoter Score Contact Center 59

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.”

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eglobalis

MAY 20, 2025

Although this article focuses on metric implementation, its critical to understand that with the rise of AI, traditional survey methods are declining in relevance. As mentioned in my previous article, AI-driven analytics and telemetry-based feedback loops will become primary sources of customer insights. Genesys, NICE, or Five9).

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CX B2C B2B NPS 321

Smart Customer Service

JULY 15, 2025

About Us Contact US How to Advertise Getting Covered Editorial Calendar Reprints July 2, 2025 By Phillip Britt , technology writer Customer Satisfaction with Contact Centers Continues to Slide Last year, 55 percent of consumers said their experiences with businesses were getting worse. Emphasize AI-human collaboration.

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Contact Center Customer Satisfaction Artificial Intelligence CRM 52

CX Network

JULY 18, 2025

Almost every vendor claims its product is "AI-powered," promising revolutionary innovations and exponential efficiency gains. And that’s precisely why their approach to AI must be thoughtful, responsible and, above all, human-centric. But this doesn’t mean AI is completely off the table. That’s not surprising.

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AI Artificial Intelligence CX Compliance 59

CX Network

JUNE 20, 2025

For AI to be effective, organizations need to have robust data governance with clean, centralized data. For AI to be effective, organizations need to have robust data governance with clean, centralized data. Theres no way we couldve developed this with our small team without it." Watch the full session on the BBC on-demand here.

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AI CX Artificial Intelligence Contact Center 59

DMG Consulting

JUNE 10, 2025

Conversational AI: Automation with a Human Touch June 2025 The conversational artificial intelligence (CAI) self-service and agent augmentation sector is experiencing brisk growth due to the convergence of rapidly improving technology and socio/economic events.

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AI Contact Center Artificial Intelligence Transportation 48

Adrian Swinscoe

JUNE 16, 2025

Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI first appeared on Adrian Swinscoe.

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Customer Service AI Artificial Intelligence Contact Center 162

Adrian Swinscoe

FEBRUARY 5, 2025

Todays podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention [] The post The natural home of the contact center is under the CMO Interview with Alex Levin of Regal.io

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Contact Center Customer Retention Sales Artificial Intelligence 147

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. AI enables these enhancements, but so does the change in employee expectations.

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Artificial Intelligence CX Contact Center AI 59

Execs In The Know

APRIL 22, 2025

But today, they’re a liability; slowing down innovation, blocking artificial intelligence (AI) implementation, and creating silos where there should be connection. They’re pushing for AI. Why AI and automation are only as effective as the infrastructure they sit on. The issue isn’t strategy, it’s infrastructure.

Artificial Intelligence 52

Artificial Intelligence CX Engineering AI 52

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids. Enter artificial intelligence. Manipulation.

Machine Learning 252

Machine Learning Customer Experience Artificial Intelligence E-commerce 252

CommBox

JULY 2, 2025

Your customers’ brains have been rewired by AI. They now expect every online interaction to feel like a conversation with ChatGPT—instant, intelligent, effortless. We then built contact centers to scale, and distanced our customers by removing the face-to-face connection. The problem? No learning curve.

Customer Expectations 52

Customer Expectations AI Contact Center CRM 52

Smart Customer Service

JULY 15, 2025

In fact, recent research from CCW Digital found that as many as 91 percent of consumers have felt that companies are forcing them to use AI-based self-service, whether they want to or not. “One that is often overlooked is promoting self-service at the point at which people try to contact you.”

CRM 52

CRM Artificial Intelligence AI Social Media 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. Like what you’re reading?

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AI Outlook Technology Technology 59

DMG Consulting

NOVEMBER 25, 2024

This edition explores how artificial intelligence (AI) and generative AI (GenAI) are being practically applied in contact center as a service (CCaaS) platforms, including many of the core tools that directly impact and enhance the customer journey. To order your copy of the Report, visit dmgconsult.com.

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Contact Center Artificial Intelligence AI Innovation 59

Adrian Swinscoe

OCTOBER 24, 2024

Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA first appeared on Adrian Swinscoe.

Contact Center 147

Contact Center Omnichannel Artificial Intelligence AI 147

Execs In The Know

MAY 17, 2025

I focus on building intelligent systems that free up our team to do what humans do best: build relationships, show empathy, and solve complex problems. Self-service and AI can absolutely drive efficiency, but only when they’re implemented thoughtfully, with the customer journey in mind. Who are we serving?

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CX E-commerce AI Start-ups 52

CommBox

JANUARY 6, 2025

Similarly, traditional contact centers attempt to bolt on digital capabilities, creating what amounts to a “frankensuit” of disparate technologies that are cumbersome to maintain and difficult to scale.

CX 52

CX Contact Center AI Customer Service 52

DMG Consulting

JULY 10, 2025

Queuing up Change: From CCaaS to Intelligent CX Platform July 2025 The contact center as a service (CCaaS) market continues to expand rapidly, primarily driven by the digital economy’s strength and AI capability adoption, and it shows no signs of slowing anytime soon. at the end of 2023.

Contact Center 48

Contact Center CX Artificial Intelligence Outlook 48

Hodusoft

MARCH 5, 2025

leverage E-Commerce Contact Center Software to Improve CX Read More Issues E-commerce Companies Face Due to Cart Abandonment High cart abandonment has a devastating impact on e-commerce companies. Our HoduCC omnichannel contact center software is one such useful tool that has helped many e-commerce companies of different sizes.

E-commerce 52

E-commerce Contact Center Omnichannel Invoicing 52

Execs In The Know

APRIL 22, 2025

But today, theyre a liability; slowing down innovation, blocking artificial intelligence (AI) implementation, and creating silos where there should be connection. Theyre pushing for AI. Why AI and automation are only as effective as the infrastructure they sit on. The issue isnt strategy, its infrastructure.

Artificial Intelligence 52

Artificial Intelligence CX Engineering AI 52

Smart Customer Service

JULY 5, 2025

But what if every interaction felt human, even the ones that are delivered by AI?" NiCE technology has also been critical in the ongoing business transformation at Carnival UK, said John Wells, its contact center director. That journey is ongoing, Wilkins said.

Technology 52

Technology Technology CX CRM 52

DMG Consulting

JANUARY 19, 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.

Contact Center 48

Contact Center Artificial Intelligence AI CX 48

CommBox

JULY 2, 2025

Your customers’ brains have been rewired by AI. They now expect every online interaction to feel like a conversation with ChatGPT—instant, intelligent, effortless. Millions experienced cognitive flow through AI conversation: ask → get intelligent response → refine → get exactly what you need. The problem?

AI 52

AI Customer Expectations CRM Technology 52

Experience Investigators

MAY 6, 2025

Artificial intelligence is revolutionizing customer experiencebut are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust.

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Artificial Intelligence CX Machine Learning AI 52

CX Network

JULY 22, 2025

Become a Member Become a Media Partner Our Advisory Board Our Contributors Meet the Team Contact Us Sign In Sign Up Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Filter Categories Artificial Intelligence in CX Contact Center Customer Data, (..)

Artificial Intelligence 59

Artificial Intelligence Contact Center CX AI 59

CommBox

APRIL 30, 2025

There’s no shortage of noise in the AI and CX space today. From “generative” to “intelligent” to “autonomous,” the labels are stacking up each promising transformation, but rarely delivering clarity. What Is Agentic AI? From AI buzz to CX outcomes. Ill own that.

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AI CX Compliance Government 52

Execs In The Know

APRIL 24, 2025

Looking ahead, Thomas is especially excited about: Deploying AI-powered support for mid-level service inquiries. In his view, feedback isn’t just collected, it’s lived. It’s analyzed for trends, acted upon with urgency, and seen as the heartbeat of the organization.

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Technology Technology NPS CX 52