Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust?

CX 94

CX AI CX Transformation Artificial Intelligence 94

Confirmit

DECEMBER 12, 2018

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon.

CX Transformation 49

CX Transformation Technology Technology CX 49

Execs In The Know

MARCH 9, 2023

Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.

Contact Center 97

Contact Center Social Media Hospitality Hospitality 97

Logicalware

AUGUST 18, 2023

Are you ready to go beyond buzzwords and dive into the real impact of AI on Customer Experience? Three reasons why you can’t afford to miss it: Embrace AI-powered CX transformation: In today’s rapidly evolving business landscape, AI-driven transformation is rewriting the rules of customer experience.

AI 52

AI CX Artificial Intelligence CX Transformation 52

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Never underestimate the customers expectation in CX.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Execs In The Know

MARCH 10, 2025

How to scale artificial intelligence (AI) without losing the human touch, how to build resilient service models, and how to drive meaningful CX transformation in a rapidly shifting market. Leaders walked into sessions with big questions: How do we ensure AI doesnt erode customer trust?

CX 64

CX AI CX Transformation Artificial Intelligence 64

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Executives want to see a clear link between CX initiatives and financial goals. They need to hear about progress.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. With AI, you can get answers to most of your “why” questions. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Zendesk

SEPTEMBER 6, 2022

While the companies we surveyed were in different maturity phases of their CX transformation and path to growth, three clear areas of investment stood out. While chatbots and AI appear to be the wave of the future, our research shows that delivering on this strategy can be a challenge. Balance your human and automation strategy.

CX 98

CX CX Transformation Customer Retention Sales 98

Execs In The Know

APRIL 22, 2024

There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. Nowadays, it’s changing so rapidly it’s hard to keep up, largely due to the swift advancements in artificial intelligence and a surge in consumer demand for AI and automation.

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

SurveySensum

SEPTEMBER 14, 2020

Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Which is why Digital CX Transformation is required. The businesses that were in the digital CX transformation phase have fast-forwarded their progress.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. With AI, you can get answers to most of your “why” questions. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SugarCRM

MARCH 17, 2022

Top industry experts consider CX transformation projects the primary fuel that drives business growth in the last 12 months. SugarCRM Awarded “Best CRM Platform” in CX Today’s Inaugural CX Awards. The Best Is Yet to Come.

CRM 52

CRM Artificial Intelligence Machine Learning Innovation 52

Lumoa

MAY 19, 2020

Without a CX strategy, Hart says that CX professionals often chase one customer fire after another. “A A CX strategy brings order to this chaos by introducing purposeful planning,” Hart continues. The million-dollar question at this stage is how your CX program can generate meaningful enough data for your CEO to act on.

CX 97

CX CX Transformation Customer Experience Start-ups 97

Execs In The Know

OCTOBER 30, 2022

Emerge as a CX Leader by Unlocking the Value of AI in Your Contact Center. Panel Discussion: Optimizing CX Through Automation and AI. During this panel, the discussion was focused around how to implement and optimize AI powered solutions to transform service experiences. What We Learned.

Innovation 52

Innovation Artificial Intelligence CX AI 52

VOZIQ

JULY 4, 2022

Companies that have achieved successful CX transformations have worked on three areas – building aspiration and purpose, transforming the business, and enabling the transformation. The post The Best on Customer Intelligence – July Edition appeared first on VOZIQ AI.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

VOZIQ

JULY 4, 2022

Companies that have achieved successful CX transformations have worked on three areas – building aspiration and purpose, transforming the business, and enabling the transformation. The post The Best on Customer Intelligence – July Edition appeared first on VOZIQ AI.

CX Transformation 40

CX Transformation Customer Loyalty Customer Retention Customer Feedback 40

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX Some hints: big data, omnichannel, personalisation, AI and organizational culture. And why not?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

ClearAction

MAY 18, 2017

Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). Radical changes in VoC management are necessary. 5) Empower yourself.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. With AI, you can get answers to most of your “why” questions. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Martin Hill-Wilson – Emotive CX Mentor, Customer Service, and AI Engagement Strategist. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Solution: AI’s success hinges on human-centered design.

CX Transformation 99

CX Transformation CX VOE AI 99

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. This is personalization at scale, the kind of frictionless service that modern travelers have come to expect.

Hospitality 59

Hospitality Hospitality Touchpoint Contact Center 59

Execs In The Know

MARCH 13, 2025

The Triangle of Death and the Road to CX Transformation As captivating as it is to talk about the future, Stokes didnt shy away from the challenges that have plagued the industry. This is personalization at scale, the kind of frictionless service that modern travelers have come to expect.

Hospitality 93

Hospitality Hospitality Touchpoint Contact Center 93

InteractionMetrics

MARCH 20, 2025

Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include. In short, the best CX platforms do more than simply report problemsthey solve them.

CX 52

CX Social Media Contact Center Compliance 52

Experience Investigators

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.

CX 52

CX Government Manufacturing CX Transformation 52

Shep Hyken

APRIL 4, 2022

AI keeps getting better. Total-experience Is the New Cx: Twelve Trends Transforming Customer Service by Abhishek Malhotra. MarketingMag) The customer service landscape is rapidly changing as an AI-driven revolution redefines how brands do business with customers. Here is where the future meets the present day. (If

Customer Service 69

Customer Service CX CX Transformation AI 69