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

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

ECXO

NOVEMBER 19, 2024

Whether it’s using AI to streamline customer support or adopting new channels to engage with customers, staying innovative ensures you can adapt to ever-changing customer expectations. AI-Powered Chatbots & Automation : Implement AI-driven tools to improve response times and enhance customer support.

CX 296

CX Customer Experience Social Media Touchpoint 296

PeopleMetrics

FEBRUARY 13, 2025

(In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. AI is streamlining this process by automating data extraction and survey triggers. Maybe even more so.

VOC 109

VOC Legal AI Sentiment Analysis 109

ECXO

MARCH 6, 2025

Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more. For example, implementing a customer data platform or upgrading the CRM can help consolidate information about customer interactions, transactions, and preferences into one unified profile.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

JULY 31, 2024

Live Chat and Chatbot Solutions Platforms like Intercom, GenesysDX, Liveperson and Drift offer live chat and AI-powered chatbot functionalities. As AI evolves, chatbots will become better.” The platform’s data-driven insights and AI capabilities enable more personalized and efficient customer engagements.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 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 456

NPS Customer Feedback Net Promoter Score B2C 456

PeopleMetrics

APRIL 3, 2025

CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. Today, you can embed VoC insights right into CRM records, so reps or managers dont need to bounce between platforms. And with the help of AI, its not just about embedding scoresits about surfacing contextual insights in real-time. Thats still true.

VOC 62

VOC CRM AI Sales 62

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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. Data Collection & Analysis: The Foundation of AI-Powered CX The first step in leveraging AI for customer experience (CX) is to build a solid foundation of data.

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI. Emotion AI. Conversational AI Platform. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. U-Self Serve. Case Studies. White Papers.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

PeopleMetrics

MARCH 7, 2025

To survey customers right after an interaction, you need a real-time, automated flow of transactional data from internal systems like: CRM systems (for tracking sales and support interactions) Point-of-sale systems (for in-store purchases) Customer service platforms (for tracking phone or chat support) The biggest problem?

VOC 62

VOC AI CRM Sales 62

PeopleMetrics

FEBRUARY 4, 2025

But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions that drive real improvements. The Three Stages of VoCand How AI Fits In 1. AI isnt a game-changer here. This is where AI starts making a difference.

VOC 62

VOC AI Text Analytics Touchpoint 62

Customer Think

JULY 11, 2024

Credit : Pixabay Customer Relationship Management (CRM) systems have revolutionized how businesses interact with customers. With the advent of Artificial Intelligence (AI) and Machine Learning (ML), CRM has become even more powerful, providing deeper insights and more personalized experiences.

Machine Learning 75

Machine Learning CRM ML Artificial Intelligence 75

ECXO

DECEMBER 25, 2024

Example Action: Implement AI-driven recommendation engines on your website to suggest products or services based on browsing history. Example Action: Deploy AI-driven chatbots to greet website visitors and address their questions instantly. Segment your audience based on behavior, demographics, and preferences.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Zendesk

OCTOBER 11, 2022

Conversational CRM is the new way businesses are managing their customer relationships, relying on new channels (like web and mobile messaging), new technologies (like AI that goes beyond the buzz) and new methods of staying on top of conversations (like fresh interfaces designed for agents).

CRM 98

CRM AI Customer Relationship Sales 98

Hodusoft

MARCH 12, 2025

How AI-Driven Contact Centers Can Improve Loan Approvals & Debt Recovery If you are in the banking and finance sector you know how demanding and sensitive the industry is. This is where AI-powered tools can make a real difference. What is an AI-Driven Contact Center?

Contact Center 52

Contact Center AI Machine Learning Finance 52

ECXO

APRIL 24, 2024

Comprehensive Solutions Enterprise-Level Needs: These companies offer comprehensive solutions that address various business processes, including CRM, ERP, and SCM. Let’s divide what they do into several key areas. I look forward to exploring your thoughts and perspectives on this intriguing topic.

CX 317

CX B2B Compliance Sales 317

ECXO

APRIL 29, 2024

They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences. Then, we have chatbots and AI-powered virtual assistants. In this quest for the silver bullet, companies have turned to technology.

CX 283

CX Innovation Machine Learning Technology 283

eglobalis

JUNE 27, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

Taylor Reach Group

FEBRUARY 12, 2020

Artificial Intelligence ( AI ) increasingly powers self-service today and the capabilities have improved exponentially since the days of “speak agent” on the IVR. AI can also help you when customers need to speak with a human being. This can be pulling up FAQ’s, or accessing data in the CRM, ERP or other systems.

AI 120

AI Artificial Intelligence Technology Technology 120

Execs In The Know

FEBRUARY 11, 2025

For the first time, the reality of integrating AI into the contact center and throughout the customer journey is living up to the hype. AI agents no longer simply follow pre-programmed instructions or react to external stimuli. Reputable agentic AI solutions never use customer data to train LLMs.

Contact Center 52

Contact Center AI Engineering CX 52

Callminer

FEBRUARY 23, 2021

AI is here to stay. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Offering AI-enhanced processes to call center agents does more than make their work easier, it also enhances the user experience through improved speed in reasoning and augmented accuracy.

Technology 376

Technology Technology E-commerce Contact Center 376

Intercom, Inc.

JANUARY 25, 2022

A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Why combine live chat and chatbot technology with your CRM? With Intercom and HubSpot, you can: Automatically keep HubSpot CRM records up to date. Bad data costs companies in the U.S $3T Widen the sales funnel

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

Customer Think

JUNE 14, 2024

Credit:Unsplash+ Customer Relationship Management (CRM) systems have dramatically transformed over the years. From the early days of handwritten notes and Rolodexes to the sophisticated AI-driven solutions we see today, CRM has become an indispensable tool for businesses of all sizes.

CRM 59

CRM AI Customer Relationship Management Customer Relationship 59

CommBox

OCTOBER 18, 2023

This transformation is powered by the rapid emergence of conversational AI and generative AI. These cutting-edge AI tools have become invaluable in enhancing customer experiences and streamlining operations, especially in customer service and support.

AI 98

AI Customer Service CX E-commerce 98

ECXO

JUNE 23, 2024

This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. This could include CRM systems, customer success platforms, and even AI-driven tools that can predict customer behavior.

CX 358

CX Customer Satisfaction Innovation Education 358

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. The challenge in 2024?

AI 98

AI Unstructured Data Engineering CRM 98

ECXO

JUNE 7, 2023

Allow us to introduce our esteemed panelists and facilitator: Robert Neuwirth: An accomplished CRM expert and product owner at Erste Bank. Robert has extensive experience as a CRM campaign manager and has taken CRM into the cloud. Frameworks for measuring and optimizing real-time customer experiences.

Customer Experience 240

Customer Experience CRM Omnichannel CX 240

Execs In The Know

MARCH 12, 2025

If you attended Customer Response Summit (CRS), you heard firsthand in harpin AIs session with Princess Cruises how data quality is the #1 roadblock to great customer experiences. AI-powered automation falls short when its fed incorrect data, causing chatbots and self-service portals to deliver irrelevant or misleading responses.

AI 52

AI CRM CX Actionable Insights 52

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. A report predicts that the AI market size will reach US$ 270 billion by the end of 2027.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Customer Think

JULY 23, 2024

Credit:Pixabay Customer Relationship Management (CRM) systems have evolved dramatically over the past few decades. Among these technologies, Artificial Intelligence (AI), Big Data, and other emerging tools stand out as […]

CRM 59

CRM Technology Technology Artificial Intelligence 59

Customer Think

JUNE 28, 2024

However, conventional CRM systems frequently require high human labor for jobs like data input, lead scoring, and follow-up reminders. At this point, artificial intelligence (AI) becomes relevant and provides a revolutionary method of automating […]

CRM 52

CRM Artificial Intelligence AI Technology 52

eglobalis

SEPTEMBER 16, 2024

However, using CRM systems and customer analytics, businesses can track customer behavior and tailor interactions to their specific needs. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points.

B2B 378

B2B Customer Experience Touchpoint CX 378

Intercom, Inc.

NOVEMBER 28, 2018

Most sales tools are either a CRM (Customer Relationship Management) or CRM enhancers – they add a specialized functionality to your existing CRM, or they feed data into it. The six most common categories that sales tools fall under are: Customer relationship management (CRM). Customer relationship management (CRM) tools.

Sales 192

Sales CRM Customer Relationship Management Start-ups 192