ECXO

NOVEMBER 19, 2024

For instance: • Awareness : Provide educational content to help customers recognize their problems (like how Obi-Wan introduced Luke to the Force). 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.

CX 296

CX Customer Experience Social Media Touchpoint 296

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations.

Customer Experience 490

Customer Experience Innovation CX Omnichannel 490

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). Here are some key considerations: 1.

AI 59

AI CX Artificial Intelligence Legal 59

Intercom, Inc.

JANUARY 31, 2023

Suddenly it seemed that generative AI might transform industries from education to marketing. ☞ Click here to join the beta waitlist for our AI features or receive AI news from Intercom. Introducing our AI-powered beta features Summarize The first feature we built is a conversation summarization tool.

AI 188

AI Start-ups Technology Technology 188

PeopleMetrics

MARCH 6, 2025

If customers skip important detailslike their experience at the spa or during checkoutyoure left making educated guesses. Can AI alone save your job? Even if you're willing to trust text analytics to fill in gaps, relying heavily on AI to interpret a single open-ended question is risky. NPS doesnt measure the latest interaction.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

Customer Think

JULY 5, 2023

Just as calculators proved to be a valuable tool, AI can […] If you’ve been around long enough, you may remember the same worries about the use of handheld calculators in schools.

Artificial Intelligence 105

Artificial Intelligence Education AI 105

ECXO

FEBRUARY 14, 2022

We are the business community that aims to help educate all organizations and individuals about how to get CX Done properly, and adapting it for each business maturity level in different regions. The European #CustomerExperience Organization believes that CX is an evolving subject, and we invite you to evolve with us –Together!

CX 296

CX Education Innovation AI 296

Comm100

JULY 27, 2023

Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. But despite its prevalence, not enough has been done within education to facilitate successful academic careers. How Does Dyslexia Impact Education?

Education 98

Education AI Technology Technology 98

Intercom

APRIL 3, 2025

With AI agents like Fin, you can break free from these constraints. Taking an AI-first approach allows you to handle massive support volume fluctuations while providing always-on global support, and keeping costs predictable. In contrast, AI costs typically decrease over time as the technology matures and adoption grows.

Gaming 52

Gaming AI Start-ups Business Growth 52

Comm100

NOVEMBER 28, 2022

Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead.

Education 98

Education Customer Service Omnichannel Social Media 98

Intercom

JANUARY 20, 2025

Here, we dive into the key areas that make Fin the standout AI agent for fintech companies. Fin AI Agent can deliver value straight away by resolving the bulk of these issues, and freeing up more bandwidth for the human support team to focus on more complex topics.

Customer Service 91

Customer Service Compliance AI Education 91

Experience Investigators

AUGUST 20, 2024

And customer experience management requires a thorough approach to training and educating all employees. The company is even going to use artificial intelligence (AI) to up their personalization game! 5 Elements of a Successful Customer Experience Employee Education Program 1. Consistency in education sends a message.

Education 102

Education CX Artificial Intelligence Start-ups 102

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

Comm100

FEBRUARY 1, 2023

They often face a different set of challenges and circumstances that higher education often fails to properly understand and cater to, particularly within their recruitment efforts. In this blog, we’ll look at some strategies that higher education can adopt to meet the unique needs of mature students and increase mature student enrollment.

Education 95

Education Social Media Omnichannel Start-ups 95

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? To that end, Tom Martin , CEO at Glance , has submitted one about AI. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. Tom makes an excellent point.

AI 143

AI Customer Experience Management Consulting Education 143

Comm100

FEBRUARY 24, 2022

So, how does live chat fare in higher education? . Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. Here are the top reasons why higher education live chat is so important, based on the needs and expectations of today’s students. .

Education 94

Education Social Media AI Omnichannel 94

Comm100

FEBRUARY 24, 2022

So, how does live chat fare in higher education? . Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. Here are the top reasons why higher education live chat is so important, based on the needs and expectations of today’s students. .

Education 18

Education Social Media AI Omnichannel 18

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. So is it time to set up your first AI chatbot and set it to work?

AI 144

AI Machine Learning Artificial Intelligence Technology 144

ECXO

JUNE 23, 2024

Lastly, it’s important to continuously educate and empower your customer success team. This could include CRM systems, customer success platforms, and even AI-driven tools that can predict customer behavior. Educate your customers. Leverage technology. Don’t forget to set clear goals and metrics.

CX 358

CX Customer Satisfaction Innovation Education 358

Uniphore

JUNE 9, 2021

According to the 2020 Deloitte Global Human Capital Trends survey, 67% of organizations have yet to truly incorporate AI into their knowledge management strategy. For best results, don’t just apply AI to your knowledge base, embed it throughout the user and employee experience. Educate, engage and empower your employees.

Contact Center 246

Contact Center Education AI Start-ups 246

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Education 79

Education AI Artificial Intelligence Sentiment Analysis 79

ECXO

FEBRUARY 10, 2025

Your brain is a master illusionist, piecing together fragmented information and filling in gaps with educated guesses. Whether its AI chatbots, human representatives, or self-checkout options, customers should be able to choose their preferred experience. If a delivery takes a week, say 10 days and delight them with an early arrival.

Customer Experience 173

Customer Experience Construction Social Media Customer Expectations 173

ECXO

APRIL 24, 2024

These models are formed through personal experience, education, and culture, which means what one person perceives as complex might be perceived as very simple by another. When we make decisions, we use mental models that are essentially internal representations of our understanding of reality.

CX 317

CX B2B Compliance Sales 317

ECXO

JULY 26, 2023

AI, automation and machine learning mean solutions are available to meet these expectations – at scale. The European Customer Experience Organization (ECXO) understands the complexities of data analytics and is here to help and educate. In 2024 we are launching our education program. They want to be seen as individuals.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. For example, a large telecom company designed an AI system to identify customer churn. The issue was the AI didn’t pinpoint why the customers were leaving. Here’s the thing: AI models are outstanding at predicting customer behavior.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Comm100

DECEMBER 8, 2024

AI chatbots are making this a reality, revolutionizing how students interact with their schools. Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education.

Gaming 52

Gaming Education Compliance AI 52

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video-based AI software is the answer to that demand.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Execs In The Know

AUGUST 5, 2024

Artificial intelligence (AI) is transforming industries with its innovative capabilities, particularly in customer experience (CX). From enhancing personalization to improving service efficiency, AI offers significant benefits. Operational Efficiency: AI automates processes and scales personalization efforts, driving business growth.

AI 97

AI Artificial Intelligence CX VOC 97

Comm100

JULY 20, 2023

In today’s digital age, there is no industry that artificial intelligence (AI) hasn’t dramatically affected. ChatGPT, an advanced language model, is the latest AI tech to make its mark around the world, and it has the potential to transform higher education – for good and for bad.

Education 74

Education Artificial Intelligence AI Gaming 74

Comm100

DECEMBER 1, 2022

Investment into higher education customer experience (CX) is growing – and growing rapidly. What can education institutions do about this now? When agents are offline, an AI chatbot can handle all the common FAQs that make up the majority of customer service queries. Learn more.

Education 86

Education Omnichannel Gaming CX 86

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Educating, engaging and empowering employees. Make Every Agent Your Best Agent With AI & RPA Powered Real-time Agent Assist. And there’s no going back. Basing automation tech “success” on the employee experience.

Contact Center 246

Contact Center Outlook Gaming Education 246

Comm100

FEBRUARY 1, 2023

Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. Chapters Chapter 1 What is live chat for higher education? Chapter 2 Why is higher education adopting live chat? Table of Contents What is live chat for higher education? Why is higher education adopting live chat?

Education 75

Education Omnichannel Customer Service B2B 75

ECXO

JUNE 20, 2023

As Forbes explained, IBM’s purpose today ‘is to use its technological smarts to help make the planet work better in areas like healthcare, education, environmental causes, and other areas of critical need’ It’s ‘People for a Smarter Planet’ project is a good example of how a brand brings its purpose to life.

B2B 367

B2B Innovation CX Government 367

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.) Are automation and AI b t? Getting real about AI.

AI 118

AI Start-ups B2B Predictive Analytics 118

Retently

MARCH 11, 2025

Creating educational content if a product requires extra guidance (e.g., 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. The challenge? Making automation feel human, not robotic.

CX 115

CX Customer Experience Net Promoter Score NPS 115

Comm100

APRIL 22, 2021

So the question is, what is driving this growth, and why are top brands embracing AI chatbots? Evolution of AI . However, since then chatbot vendors have made great strides in the development of this technology, driven by AI and most specifically, Natural Language Processing (NLP). In fact, they can improve it.

AI 98

AI Machine Learning Engineering Education 98

Comm100

FEBRUARY 11, 2025

The truth is, higher education isnt just about delivering knowledge anymore. Higher education cant afford to leave success up to luck. Its time for higher education to take a page from customer-centric businesses and rethink student support the way companies approach customer experience (CX).

Education 52

Education AI Gaming Social Media 52