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? DMGs 2023 survey, which addressed 2024 planning, found 28.0%

Contact Center 77

Contact Center AI CX Artificial Intelligence 77

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 400

B2B Customer Experience Touchpoint B2C 400

ECXO

DECEMBER 25, 2024

For businesses, this means the bar for customer experience (CX) is perpetually rising. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Excellent CX involves setting boundaries and managing expectations transparently.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. What’s different about omnichannel winners? B2B has been paying attention.

Omnichannel 156

Omnichannel B2B Technology Technology 156

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. I highly recommend it.

AI 194

AI CX Customer Experience Artificial Intelligence 194

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. Attention to Detail.

Technology 376

Technology Technology E-commerce Contact Center 376

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

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? In this blog, you can explore everything related to omnichannel contact center software starting from what it is? Lets get started.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 480

Customer Experience VOC Net Promoter Score Government 480

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. They need to adopt omnichannel communication to remain at the forefront in delivering exceptional service. Apart from that what else?

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

DMG Consulting

MARCH 13, 2025

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. The post What is Conversational AI and How Does it Work?

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Why FCR Matters to CX. With a fully connected omnichannel that anticipates potential issues and engages customers before they contact you, you can reduce customer effort and increase FCR. and the 7 Surprising CX Insights They Reveal. Register Now.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

ECXO

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. First, let’s explore some of the ways real-time data can transform your CX.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. “Contact centers must understand that the omnichannel experience is important and AI is a part of the equation. But businesses that believe they are fooling customers with AI are kidding themselves. The True Role is to Bridge the Gap.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. AI enables these enhancements, but so does the change in employee expectations.

Artificial Intelligence 59

Artificial Intelligence CX Contact Center AI 59

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. By introducing omnichannel customer service , organizations can effectively serve customers across all the channels they expect, in the manner that they now demand. To begin, let’s look at what omnichannel customer service is and how it works. CHAPTER 4. Table of Contents.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Execs In The Know

AUGUST 26, 2021

On August 19, Execs In The Know facilitated an Executive Virtual Roundtable session dedicated to discussing omnichannel customer care, with an emphasis on discussing key metrics as well as current challenges. What is Omnichannel? Omnichannel Metrics — What Matters Most.

Omnichannel 98

Omnichannel CXM Net Promoter Score Artificial Intelligence 98

Comm100

JANUARY 20, 2022

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. To provide this experience, brands must adopt an omnichannel platform that connects every key channel and the conversations and data within them. AI-powered automation. Security and compliance.

Omnichannel 98

Omnichannel Compliance Social Media Healthcare 98

ECXO

AUGUST 21, 2024

Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. My focus here is to give you some tips on how you can be successful in your CX journey. The ECXO is an open access CX Professional Business Network. And guess what? 2.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. 7 steps to create an omnichannel contact center.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

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

Win the Customer

DECEMBER 12, 2023

Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments. Understanding Omnichannel Challenges The complexity of modern customer experience lies in the multitude of platforms customers use to interact with brands.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

ECXO

JUNE 7, 2023

Join us by subscribing to this exceptional webinar via the following Zoom link: [link] Additionally, we invite you to become a valued member of the open-access CX professional Business Network by clicking here: [link]. Tactics for implementing a seamless omnichannel experience within your organization. Explore further at [link].

Customer Experience 240

Customer Experience CRM Omnichannel CX 240

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. But CX leaders can do more for customers beyond the transaction.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. NPS still has value.

CX 140

CX Net Promoter Score NPS Contact Center 140

Execs In The Know

MARCH 21, 2025

A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial intelligence (AI) to handle alone. Its here, embedded in nearly every CX operation.

CX 52

CX Artificial Intelligence AI Omnichannel 52

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

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Define your brand purpose before you embed it into your CX and EX Why does your business exist?

B2B 367

B2B Innovation CX Government 367

CSAT.AI

JULY 12, 2023

AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget. Customers Want Better Service and CX Customers are demanding great CX. Where to Start With AI: CSAT.AI

AI 88

AI CX Gambling Sentiment Analysis 88

SurveySensum

MARCH 10, 2025

It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP. Instead, you can leverage AI-powered conversational analytics to listen, understand, and act on customer feedback in real time. Using AI, Conversational Analytics detects whether customer feedback is positive, neutral, or negative.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

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. While most CX leaders want to buy a solution, technical teams usually prefer to build one.

Contact Center 52

Contact Center AI Engineering CX 52

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. Are they helping you meet your CX goals? Qualtrics, QuestionPro, and SurveySensum The Introduction Qualtrics and QuestionPro are both popular CX tools and are well-known in the CX industry. But are they living up to your expectations?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Fonolo

MAY 6, 2021

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Six Crucial CX & Contact Center Trends That Will Shape 2021. They’re designed for quick and intuitive navigation, and some even leverage AI to anticipate the customer’s needs. Create a seamless omnichannel experience.

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. Only a third of companies are omnichannel.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Machine learning and artificial intelligence (AI) are two technologies that have proven to be much more than passing trends for contact centers.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

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. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). VFRs create a consistent and efficient omnichannel shopping experience across both online and in-store environments. Now, it’s becoming mainstream, thanks to advancements in AR and AI.

CX 146

CX Retail Social Media Artificial Intelligence 146