eglobalis

JUNE 4, 2024

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

AI 348

AI Customer Experience Artificial Intelligence Customer Relationship 348

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. With AI, were no longer guessing or spending weeks analyzing data manually. Heres how AI makes this possible: 1.

NPS 118

NPS AI E-commerce CX 118

eglobalis

JULY 2, 2024

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. By understanding customer concerns in real-time, businesses can shift from reactive to proactive strategies.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

PeopleMetrics

JANUARY 30, 2025

Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Their AI flagged it within days, allowing them to fix the issue before it impacted churn.

VOC 110

VOC AI Social Media Hospitality 110

ECXO

OCTOBER 27, 2024

How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship CX Customer Loyalty 332

eglobalis

AUGUST 8, 2023

How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.

AI 337

AI CX Customer Relationship Innovation 337

ECXO

NOVEMBER 19, 2024

By delving into the lessons offered by this epic franchise, businesses can unlock new strategies for improving customer experience, solidifying their place in a galaxy that is always evolving and expanding. Application in CX : • Customer Feedback Loops : Establish mechanisms for collecting, analyzing, and acting on customer feedback.

CX 296

CX Customer Experience Social Media Touchpoint 296

ECXO

AUGUST 12, 2024

By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships. These tools enhance customer satisfaction through efficient, personalized communication. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 367

B2B Artificial Intelligence AI CX 367

eglobalis

JULY 31, 2024

By analyzing social media interactions, companies can gain valuable insights into customer opinions, preferences, and emerging trends, allowing them to adapt their strategies accordingly and foster stronger customer relationships. As AI evolves, chatbots will become better.”

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

ECXO

MARCH 6, 2025

When sales, service, and marketing all have access to the same holistic customer data, it becomes easier to personalize interactions and anticipate needs. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

CX Transformation 314

CX Transformation B2B CX Government 314

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction.

AI 59

AI Artificial Intelligence Customer Satisfaction Technology 59

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This makes it less effective for understanding ongoing customer relationships and predicting future behavior.

NPS 393

NPS Net Promoter Score VOC Actionable Insights 393

Win the Customer

DECEMBER 26, 2024

In today’s rapidly evolving digital landscape, artificial intelligence (AI) is transforming the way businesses interact with their customers. From chatbots and virtual assistants to personalized recommendations and predictive maintenance, AI is revolutionizing customer experience (CX).

AI 59

AI CX Artificial Intelligence Legal 59

PeopleMetrics

FEBRUARY 27, 2025

Thats why I always recommend beginning with a relationship surveyit gives you a clear baseline of customer sentiment, highlights which touchpoints need attention, and builds momentum for your CX efforts. AI is now making this process faster and more efficient, but technology alone isnt enough!

AI 62

AI VOC Text Analytics Social Media 62

Execs In The Know

OCTOBER 31, 2024

As a CX leader, you’re probably already deep into discussions around the potential or artificial intelligence (AI) to redefine the customer experience. However, the most forward-thinking organizations are approaching AI carefully, not rushing into customer-facing deployments. The result?

AI 52

AI CX Artificial Intelligence Customer Relationship 52

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

SurveySensum

MARCH 10, 2025

Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience. It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

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. That makes it all the more critical for banks and financial institutions to streamline communication and provide prompt service to customers.

Contact Center 52

Contact Center AI Machine Learning Finance 52

PeopleMetrics

FEBRUARY 4, 2025

No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. The Three Stages of VoCand How AI Fits In 1. Ensure you can access customer contact data so you can send feedback requests at the right time. That hasnt changed.

VOC 62

VOC AI Text Analytics Touchpoint 62

eglobalis

JUNE 12, 2020

Customer Experience, Customer Transformation, Change, Simplification and Innovation. Customer Success. The post A nice conversation with Engati Engage AI Customer Transformation, Change, Simplification & Real Innovation appeared first on Eglobalis.

Innovation 197

Innovation AI Customer Experience Customer Relationship 197

Retently

MARCH 11, 2025

Step 3: Exploring AI & Automation Flows While Keeping Personalization Intact Automation isnt just about efficiency but ensuring that customers get the right level of support at the right time. Example : A customer asks, Can I cancel my order? Data-driven insights Whats driving customer complaints, and how do we fix it?

CX 115

CX Customer Experience Net Promoter Score NPS 115

Lightico

FEBRUARY 4, 2025

If you are following auto finance news you’ve probably seen that artificial intelligence (AI) continues to evolve, and we are witnessing the emergence of Agentic AI in Auto Finance a powerful iteration of AI that transcends mere content generation or structured workflows.

Finance 52

Finance AI Compliance Machine Learning 52

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. It worked in that they could tell which customers were going to churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Totango

MAY 17, 2024

Some believe AI is overhyped. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. But there are proven, compliant ways to drive impact with AI today.

Innovation 101

Innovation AI Start-ups Government 101

Intercom

JANUARY 20, 2025

That was certainly the experience at direct-to-investor platform Fundrise , which has transformed its customer service with Fin. And Fundrise is just one of the thousands of companies using Fin to deliver industry-leading customer service. Here, we dive into the key areas that make Fin the standout AI agent for fintech companies.

Customer Service 91

Customer Service Compliance AI Education 91

Totango

NOVEMBER 26, 2024

Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. Unfortunately, we, as an industry, have made AI feel like a mountain to climb versus a path to navigate. Key takeaways : It’s time to take action.

AI 62

AI Start-ups Engineering Business Growth 62

Zendesk

FEBRUARY 14, 2022

Names matter, and that’s why it can be challenging to pick the right name—especially because your AI chatbot may be the first “person” that your customers talk to. If a customer knows they’re dealing with a bot, they may still be polite to it, even chatty. Things to consider when naming a bot.

Customer Relationship 98

Customer Relationship Artificial Intelligence Social Media AI 98

ECXO

APRIL 10, 2024

By embracing the principles of quantum physics, businesses can gain a deeper understanding of customer emotions, create coherent and unified experiences, overcome barriers, make quantum leaps in customer satisfaction, and leverage the interconnectedness of customers to enhance the overall customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Beyond Philosophy

FEBRUARY 14, 2020

Messina, who has a career in tech and tech platforms, recently co-founded and launched a conversational Artificial Intelligence (AI) company called Molly. Molly will skim your social media presence to find answers to your customer questions on your behalf. Moreover, it will be handled by AI, not humans.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. Adjust expectations around AI. That’s a good thing – too much AI can be, well, creepy.) Put in the work with your customers. Are automation and AI b t?

AI 118

AI Start-ups B2B Predictive Analytics 118

TeamSupport

JULY 13, 2023

With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature. And the B2B customer support industry is no exception to this transformative force. the There are stark limitations of AI in replicating genuine, human empathy and understanding.

B2B 98

B2B AI Sentiment Analysis Customer Satisfaction 98

ECXO

JUNE 23, 2024

This involves not only training your team on customer success principles but also ensuring that every department within your company understands and prioritizes the customer’s success and satisfaction. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

CX 358

CX Customer Satisfaction Innovation Education 358

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

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. A robust customer health model offers a solution.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

Ameyo Callversations

OCTOBER 22, 2021

As the world becomes more technological and digital with the changing dynamics, Conversational Artificial Intelligence (AI) is enabling businesses to reduce communication friction between humans and computers. Conversational AI is growing more extensively every day in almost every business.

AI 98

AI CX Artificial Intelligence Touchpoint 98