ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. Budget Constraints: In an environment of reduced marketing budgets, MarTech tools that demonstrate clear ROI, such as AI-driven analytics, are essential.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

CX Transformation 339

CX Transformation B2B CX Government 339

Intercom, Inc.

JULY 15, 2021

Being responsible for the design of AI services used by millions of people is a huge responsibility, and Arin is deeply aware of that. According to him, good design doesn’t need to sacrifice transparency, and imperceptible AI isn’t ethical AI. For Arin, explainability is a key element when it comes to ethical AI.

AI 245

AI Machine Learning Start-ups Technology 245

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

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Below is an actionable list to help companies harness CX for sustainable expansion: 1.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. Marketing technology is now the largest portion of total marketing budget (29% on average according to Gartner ).

Technology 223

Technology Technology B2C B2B 223

ECXO

DECEMBER 4, 2024

This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. Role of Technology 1. Automated Onboarding Processes: SaaS companies leverage technology to streamline and automate the onboarding process, ensuring a seamless and efficient experience for new customers.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 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. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

ECXO

JUNE 25, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. This enriched understanding helps designers create products that better meet consumer needs.

AI 156

AI Customer Experience Legal Manufacturing 156

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Intercom, Inc.

FEBRUARY 26, 2018

by Rich Archbold, Senior Director of Engineering at Intercom. In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. When I say “execute”, I don’t simply mean the engineering challenges of building something. The same is true in software.

Engineering 224

Engineering Technology Technology Innovation 224

Intercom, Inc.

JANUARY 12, 2021

From premature optimization to over-engineering solutions for your product, it’s easy to get caught up in making technology decisions that slow you down instead of speeding you up. I think Lambda is an amazing piece of technology, but it has its place. I like to think of them as stored procedures for the cloud.

Engineering 269

Engineering ML Technology Technology 269

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

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner founded TRAP LAB (Technology Race and Prejudice LAB) intending to expose the inherent biases about race and racism that have mixed into the foundations of marketing, market places, consumer technology, and market research. Approve parole or not?

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

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. Reputable agentic AI solutions never use customer data to train LLMs.

Contact Center 52

Contact Center AI Engineering CX 52

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. However, merely implementing these technologies without practical actions and listening to your customers and following the company mission and goals will not turn your company into a winner.

Customer Experience 460

Customer Experience Net Promoter Score VOC Government 460

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

Callminer

FEBRUARY 4, 2021

Many client organizations were caught flat-footed with the migration to a work-from-home environment, lacking the technology and capability to handle calls remotely. You can use AI to comb through and find the common themes and analyze which trends you need to prepare your reps to handle. John Cho is the Founder of My Pet Child. “To

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. AI has been quite overhyped in the past. It feels like the AI hype machine is once again in overdrive. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. What’s up?

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

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

Callminer

APRIL 20, 2020

. “IDC predicted that 75% of software enterprises and independent vendors will include AI functionality in at least one application by 2018. Therefore, BPOs embracing new technologies are likely to be more future ready and have a stable outlook moving forward. and technology knowledge embedded in a BPO provider.”

Legal 286

Legal Artificial Intelligence Engineering Government 286

Uniphore

DECEMBER 27, 2021

Conversational AI may be the answer. In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. What should be prioritized when building these AI products?

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

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

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

ECXO

JULY 26, 2023

Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. AI, automation and machine learning mean solutions are available to meet these expectations – at scale.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Intercom, Inc.

AUGUST 13, 2020

This shift from a broadcast to a conversational mindset, and technology’s role in that transition, is exactly what Sprinklr has bet on for the last decade. It’s ensuring brands have the right technology to create those delightful experiences. million thanks to their cheeky Twitter presence. As she explains it: .

Social Media 209

Social Media AI Sales B2B 209

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.

AI 98

AI Unstructured Data Engineering CRM 98

Totango

APRIL 18, 2023

Leveraging the power of AI, we can take a big step forward to boost productivity, reduce the time it takes to accomplish tasks, and adapt more quickly to new goals and contexts – and thus make customer success a significant growth engine for our companies.

Innovation 105

Innovation AI Engineering Sales 105

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

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Zendesk

APRIL 5, 2022

Delivering high-quality customer experiences can help businesses stand out among agile competitors and translate to a revenue-generating growth engine. A smart CX strategy understands where AI shines—and where it doesn’t. Without a clear understanding of where AI works best, businesses risk frustrating customers.

AI 98

AI Customer Experience Artificial Intelligence Engineering 98

Ameyo Callversations

JULY 12, 2022

New and improved Artificial Intelligence (AI) techniques are the result of rapid growth in computing abilities that enable machines to learn with least human supervision. Particularly in the healthcare industry that is ripe with so many use cases of AI, there is significant headroom for growth. What is Conversational AI?

Healthcare 98

Healthcare AI Artificial Intelligence Technology 98

Intercom

JULY 13, 2023

How big is the AI revolution in the customer service space, really? Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology.

AI 90

AI ML Artificial Intelligence Sentiment Analysis 90

Gainsight

OCTOBER 4, 2023

In less than a year, generative AI has radically transformed the way we work, learn, and interact. This is especially true in the world of business, where gen AI has revolutionized the way we develop and work with software. Enter Horizon AI. What’s Horizon AI? Horizon AI is Gainsight’s integrated artificial intelligence.

Engineering 52

Engineering AI Net Promoter Score Artificial Intelligence 52

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