Futurelab

FEBRUARY 22, 2025

You sit down to review 2025 plans in your customer service department. There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. Be ready for changes in technology, regulation, and customer expectations.

Legal 130

Legal Start-ups AI Technology 130

Experience Investigators

APRIL 22, 2025

Artificial intelligence (AI) is opening up exciting ways to cover more ground and deliver highly personalized and timely experiences for every need. Here are a few ideas for how to use AI to create seamless customer experiences that feel personal, effortless, and human. In this case, dots are your customer insights.)

AI 52

AI Customer Experience Social Media Touchpoint 52

Comm100

APRIL 15, 2025

We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams.

AI 52

AI Engineering CX Start-ups 52

Comm100

APRIL 16, 2025

Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.

AI 52

AI Start-ups Engineering CX 52

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. AI is here to stay. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes.

Technology 376

Technology Technology E-commerce Contact Center 376

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Customer feedback is the backbone of CX. Are wait times creeping up?

CX 120

CX Customer Experience Net Promoter Score NPS 120

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91

Intercom

APRIL 3, 2025

With global player bases across all time zones, dramatic volume spikes during tournaments and launches, and the expectation for instant, personalized assistance, traditional support models simply can’t keep up. With AI agents like Fin, you can break free from these constraints. Now, there’s another way.

Gaming 52

Gaming AI Start-ups Business Growth 52

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

Zendesk

JUNE 17, 2021

Customer expectations have shifted considerably over the past year. What are customer expectations? What are examples of customer expectations? How have customer expectations changed? 5 tips to meet and exceed customer expectations. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. Start where you are. You probably already have a 190-degree view of your customers. So, let’s wrap up.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Uniphore

JANUARY 25, 2022

After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” However, in artificial intelligence (AI), the feeling is anything but cautious. And in the tech world, the answer is simple: nowhere to go but up!

AI 130

AI Artificial Intelligence Healthcare Legal 130

Intercom, Inc.

APRIL 15, 2021

For Francis Brero , co-founder and CRO of MadKudu – a marketing operations platform that helps companies identify, qualify, and engage with their leads based on how likely they are to convert – this actually opens up a whole lot more possibilities.As Adjust expectations around AI. Everything else is still very much up to us.

AI 118

AI Start-ups B2B Predictive Analytics 118

PeopleMetrics

FEBRUARY 27, 2025

This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. But heres the reality: starting slow with a pilot program is the smarter, more strategic move. But even with AI, real-world testing is necessary. Congratulations! The natural instinct?

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 88

Customer Expectations Machine Learning AI Technology 88

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. Take this stat: 54 percent of CX leaders say up to 60 percent of their customer interactions are too complex for automation because of system limitations.

Artificial Intelligence 52

Artificial Intelligence CX Engineering AI 52

Intercom

AUGUST 8, 2024

Until now, because the advent of modern AI is turning this phrase on its head. Here are some key takeaways from the episode: The internet has raised customer expectations for great service, but businesses are struggling to meet these demands and maintain cost efficiency at a global scale.

AI 98

AI Customer Service Start-ups Customer Satisfaction 98

Intercom

OCTOBER 17, 2024

With the advent of AI-first customer service, a lot of frontline customer queries are now being dealt with by LLM-powered AI agents. Our own Fin AI Agent resolves more than 50% of customer queries immediately. However, there’s a perception that AI agents can only function over chat.

AI 93

AI Outlook Machine Learning Start-ups 93

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. AI is an unprecedented game changer that we’re only beginning to understand, even as it evolves at an amazingly rapid pace.

CX 59

CX Artificial Intelligence Outlook AI 59

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Intercom

DECEMBER 13, 2023

Customer service is undergoing rapid change as customer expectations rise, placing higher and higher demands on your team. But meeting these expectations without modern technology is incredibly difficult and comes at a high price: your team’s time. Want to start elevating your customer service with AI?

AI 103

AI Start-ups Customer Service Customer Expectations 103

Zendesk

OCTOBER 31, 2022

Considering that 80 percent of consumers are more likely to purchase from companies that personalize customer experiences and 75 percent want to make purchases from websites in their native language, localized support is becoming more of a necessity than a nice-to-have. 3 benefits of multilingual customer support automation.

AI 98

AI Start-ups CX Customer Retention 98

Intercom, Inc.

AUGUST 13, 2020

Caught in the middle are customers who bear the burden of having to repeat information and replay conversations. In order to provide a seamless experience that delights your customers, your customer-facing teams need to all be having the same conversation, and it starts with a unified view of the customer.

Social Media 209

Social Media AI Sales B2B 209

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation.

AI 102

AI Customer Service Artificial Intelligence Technology 102

Intercom

OCTOBER 4, 2023

Knowing how to find the signal in the data noise is what allows the best support teams to keep providing quality customer service, high customer satisfaction, and a high-performing team.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

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

Zendesk

APRIL 12, 2023

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays—even dad jokes. What are generative AI and large language models (LLMs)?

AI 98

AI Engineering Legal Start-ups 98

Zendesk

MAY 9, 2023

We are challenged to do more with less, but change can also represent opportunity—and it’s possible now to increase efficiency by leveraging new technologies like artificial intelligence (AI) and generative AI. Zendesk AI is pre-trained and leverages the billions of service interactions we have available to us.

AI 97

AI CX Artificial Intelligence Sentiment Analysis 97

Intercom

JANUARY 16, 2024

The future of customer service is human + AI. A future where human intelligence and artificial intelligence combine to make customer service remarkable. In March of last year – in pursuit of this future – we released our breakthrough AI chatbot, Fin. Increase customer satisfaction with fast, accurate answers.

AI 98

AI Customer Service Artificial Intelligence Sentiment Analysis 98

Uniphore

NOVEMBER 11, 2021

Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. AI is Personalizing the Customer Experience .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

RateMyService

APRIL 22, 2025

Salma, youve been preaching time and time again that customer service is important. What the board isnt going to get is why we need to spend so much on an AI chatbot. Statements such as improved customer satisfaction or exceeding customer expectations are vague when unaccompanied by quantified cost savings and/or revenue opportunities!

Net Promoter Score 52

Net Promoter Score Gambling Finance NPS 52

ECXO

DECEMBER 20, 2023

This all adds up to one thing. AI and GenAI are the capital of everything possible In this article I want to take a step back from the glare and wall of noise about personalisation. The answers are rooted in AI-powered customer data platforms (CDPs). We are just starting in the road of real personalisation in my opinion.

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. They even connect your actions to specific goals, so you know you’re on the right track.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Zendesk

MAY 24, 2023

AI has been a part of pop culture for generations (enter: The Terminator), but the recent developments of ChatGPT and AI-powered bots have breathed new life into the conversation surrounding its role in business. How can AI help customer service? How can AI help customer service?

AI 88

AI Customer Service Machine Learning Technology 88