Execs In The Know

MARCH 14, 2025

Their last order didnt arrive on time, and theyre already bracing for a scripted apology or a frustrating game of Let me transfer you. The agent theyre speaking to has an AI-powered assistant working behind the scenespulling up order history, analyzing past interactions, and even predicting the best resolution based on similar cases.

AI 52

AI CX Structured Data Innovation 52

Intercom, Inc.

FEBRUARY 13, 2020

Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way. Thankfully, no such Armageddon is on the horizon.

Unstructured Data 181

Unstructured Data Omnichannel Machine Learning Structured Data 181

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Welcome to the ‘digital-everything’ era.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

CommBox

JUNE 4, 2024

Welcome to the age of AI-powered predictive analytics. AI predictive analytics enables organisations to transform customer service into a proactive, personalised experience. Let’s look at how AI is transforming the landscape. Transitioning to an AI-enhanced customer support centre is a strategic journey.

Predictive Analytics 52

Predictive Analytics AI Artificial Intelligence Structured Data 52

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

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

Gainsight

MAY 23, 2023

Now it’s, how do you have a CSM with a co-pilot, which is the digital capabilities, and all of that turbocharged with AI?” ” Adding Generative AI Capabilities Last week also saw Gainsight reveal how it is starting to expand its AI offerings with the addition of generative AI.

AI 59

AI Start-ups B2B Structured Data 59