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

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 522

CX B2B Innovation Sentiment Analysis 522

ECXO

NOVEMBER 26, 2024

This makes them extremely effective in customer-facing roles, where time is of the essence. This can be a huge asset in customer service, where issues need to be resolved quickly to maintain satisfaction. Unicorns Bring a Personal Touch These rare employees know how to connect with customers on a personal level.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

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

Hodusoft

APRIL 21, 2025

Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster. It is nothing dramatic but something evolutionary.

Contact Center 98

Contact Center Customer Service Social Media Artificial Intelligence 98

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. Here are a few key takeaways from the webinar. Her advice?

Sports 105

Sports AI CX Artificial Intelligence 105

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

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 the end, it is not about what businesses do for customers, it is about what they mean to customers.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. 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.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

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

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. Great customer service is fabulous marketing.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

AI 59

AI Customer Service E-commerce Social Media 59

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

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

For more than a decade now, customer experience has been central to many brands strategies as a strategic and competitive differentiator. 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.

Customer Expectations 147

Customer Expectations AI Customer Experience Artificial Intelligence 147

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

eglobalis

JULY 31, 2024

By leveraging data visualization and reporting features, companies can identify key performance indicators (KPIs), track progress, and make informed decisions to enhance customer experiences continuously. These tools provide instant customer support, resolving queries in real-time and ensuring customers receive timely assistance.

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

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.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Win the Customer

NOVEMBER 25, 2024

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch.

AI 59

AI Artificial Intelligence Customer Satisfaction Technology 59

DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1%

Contact Center 77

Contact Center AI CX Artificial Intelligence 77

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying.

AI 194

AI CX Customer Experience Artificial Intelligence 194

Callminer

FEBRUARY 19, 2020

Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. This is why recording calls and messages is so important.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? Some people worry that AI is dangerous. Others have their eyes on job loss, thinking that AI might replace human agents altogether. There is plenty to learn about artificial intelligence and its cousin, machine learning (ML).

Artificial Intelligence 91

Artificial Intelligence Contact Center Machine Learning ML 91

Callminer

NOVEMBER 13, 2018

FCR Hackathon winners (L) Matt Lurie and (M) Quinn Burren of First Associates with CallMiner VP of AI Rick Britt. Learn more about Encore’s call simulator in our webinar on AI, How Artificial Intelligence and Interaction Analytics Drive Better Customer Experiences. (L-R)

Artificial Intelligence 260

Artificial Intelligence AI Sales Innovation 260

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it. And let’s be clear: the solution isn’t fobbing customers off with clunky bots. The Future of AI in the Contact Center.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

Uniphore

JANUARY 21, 2022

Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. Artificial intelligence, unlike the human brain, is immune to fatigue, boredom and distraction. But does it have to be?

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

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

Intercom

APRIL 29, 2025

As AI becomes more embedded in our everyday lives, its more important than ever that the tools we use are trustworthy, secure, and compliant with legal and ethical standards. What is ISO 42001 and what does it mean for Intercom customers? As AI continues to evolve, so will our practices.

AI 52

AI Artificial Intelligence Government Compliance 52

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Follow Colin Shaw on Twitter @ColinShaw_CX.

AI 166

AI Social Media Artificial Intelligence CX 166

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Win the Customer

DECEMBER 21, 2024

Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. Building customer profiles: Create detailed customer profiles that capture individual preferences, needs, and behaviors.

AI 59

AI Social Media Artificial Intelligence Machine Learning 59

Adrian Swinscoe

DECEMBER 18, 2023

Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe. This is a guest post by Jeanicka Rhey, a content writer.

AI 147

AI Customer Service Customer Satisfaction Artificial Intelligence 147

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. Better customer service – It’s no secret that customers love live chat. The Benefits of Artificial Intelligence in eCommerce.

AI 159

AI Artificial Intelligence Machine Learning Social Media 159

Customer Think

JANUARY 27, 2023

As the world moves ever closer to a future in which artificial intelligence (AI) plays a more significant role, contact centers are at the forefront of this change. AI has the potential to dramatically improve customer service, eliminate repetitive tasks and help contact centers become more efficient.

Contact Center 126

Contact Center AI Artificial Intelligence Customer Service 126

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. Now, that number is closer to 45%.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98