Comm100

APRIL 12, 2022

The Covid-19 pandemic transformed the way that local governments interact with citizens. Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. . For many local governments, this came in the form of customer service chatbots.

Government 59

Government Innovation Customer Satisfaction AI 59

Comm100

DECEMBER 12, 2023

From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces. We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence.

Innovation 86

Innovation Customer Service Omnichannel Social Media 86

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Which is passionate about Conversational AI to empower every person and every organization to achieve more.

CX 156

CX CXM Government Contact Center 156

Win the Customer

DECEMBER 13, 2023

In recent years, the integration of Artificial Intelligence (AI) in customer experience has revolutionized how businesses interact with their clientele. From personalized recommendations to predictive analytics, AI has reshaped the landscape, generating both winners and losers in this evolving domain.

AI 69

AI Artificial Intelligence Customer Experience Predictive Analytics 69

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Here, the focus is on preserving established ways of life, and individuals may feel constrained by societal expectations to conform rather than innovate.

Customer Experience 170

Customer Experience Education Innovation Government 170

DMG Consulting

JULY 6, 2023

Generative AI Shakes Up the CX Market We’re all hearing about ChatGPT, GPT-4, Bard, Copy.ai, DALL-E, Rytr, and other generative AI technologies. According to the hype, solutions enabled by generative AI are either going to make the world a better place or replace the need for human employees.

AI 48

AI CX Contact Center Government 48

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation.

CX 344

CX Customer Satisfaction Innovation Customer Feedback 344

ECXO

MAY 14, 2024

Adaptability and Innovation: H2H encourages businesses to view their operations from a more human-centric lens, leading to innovative solutions tailored to real human needs and desires. H2H interactions build trust, as businesses are seen as more than just entities but as communities of people working towards shared goals.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. It can be more important than innovation or market dominance. How does a shared purpose and values help you harness creativity, innovation, skill and commitment?

B2B 353

B2B Innovation CX Education 353

DMG Consulting

MARCH 1, 2019

Innovation Is What Makes Us Great. I live in a country where I can freely, without fear of persecution, disagree with my government. We have the ability to innovate even if it’s only to fail and start over again and again. We have the ability to innovate even if it’s only to fail and start over again and again.

Innovation 59

Innovation Artificial Intelligence Machine Learning Social Media 59

ECXO

JUNE 13, 2023

Data management helps transform, integrate, govern and secure data while improving its overall quality and reliability. Most companies also want to be able to provide quality data to its marketing teams, but just 21 percent can do that today. The answer is strong data management capabilities. But less than 20 percent have succeeded so far.

Predictive Analytics 394

Predictive Analytics Government Sales Customer Retention 394

Hodusoft

AUGUST 21, 2024

Innovation Phase (2010s to Present) The 2010s was a magical time for the industry. The advent of new technology such as mobile apps, smartphones, penetration of 4G networks, and more such innovations revolutionized the Indian BPO sector. Technology Innovation India is at the forefront of tech innovation for the BPO industry.

Data Entry 52

Data Entry Contact Center Legal Government 52

Experience Investigators

JANUARY 30, 2024

We’re peeling back the curtain on Sam’s Club’s groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail. 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

Zendesk

NOVEMBER 28, 2023

What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems. Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI. If you’re new to this, no worries.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Fonolo

SEPTEMBER 11, 2018

This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

VOZIQ

AUGUST 2, 2023

With AI becoming the topic of conversation and the rapid changes in the economy affecting businesses, leaders are looking at AI to be their ally in driving growth. Get acquainted with our pick of the best articles on customer retention, building trust with customers, and AI-enabling growth. Economy Grew at 2.4%

Artificial Intelligence 52

Artificial Intelligence AI Government Customer Retention 52

SugarCRM

MAY 5, 2022

Sales and marketing leaders are failing to realize the benefits of what an AI-driven and purpose-built CRM platform can offer. Delivering Great CX Is Getting Easier with AI. Besides the benefits of AI, there’s an added emotional layer to consider. Environmental, Social, and Governance (ESG) programs.

AI 49

AI CRM Touchpoint B2B 49

Execs In The Know

MARCH 16, 2023

While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. In fact, Roku was recently recognized as one of Fast Company’s top 10 most innovative companies in North America. Mark: I think my biggest takeaway is that AI is here.

Contact Center 97

Contact Center Innovation AI Technology 97

Customer Experience Matrix

DECEMBER 13, 2020

It seems just yesterday that we were impressed to hear that a company’s product was “AI-powered”. But AI continues to grow stronger even if it doesn’t get as much attention (which the truly paranoid will suspect is because the AIs prefer it that way). Back in 2018 we saw it at least as often as AI.

Social Media 122

Social Media AI Government Artificial Intelligence 122

Logicalware

FEBRUARY 18, 2024

Their requirements were clear: UK Government-approved (G-Cloud framework RM1557.13), reliable, secure, and aligned with a forward-thinking vision. Puzzel’s innovative solutions have helped elevated Kingston Upon Thames’ customer service strategy, providing an integrated and efficient experience for both citizens and the council.

Government 59

Government Omnichannel Touchpoint Case Management 59

VOZIQ

OCTOBER 17, 2023

Our collection of articles for the m onth highlights the need for leaders to focus on Generative AI to mitigate risks amid ambiguous and volatile market scenarios and prepare for the f uture. It highlights the potential of AI to streamline financial processes, improve forecasting accuracy, and enhance data analytics.

Customer Retention 52

Customer Retention AI Compliance Innovation 52

Comm100

JANUARY 23, 2023

Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations. Centers will continue to leverage AI and automation to reduce live-agent interactions.

Customer Experience 126

Customer Experience AI Outlook CX 126

Shep Hyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. Top Takeaways: What do we mean when we talk about AI for business?

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Fonolo

SEPTEMBER 11, 2018

This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”.

AI 52

AI Customer Service Contact Center Artificial Intelligence 52

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. AI and CRM are a match made in heaven. In addition to these time-saving and accuracy capabilities, another feature worth mentioning is better security.

CRM 52

CRM AI Customer Service ML 52

SugarCRM

MAY 10, 2018

Largely unchecked and unburdened by government regulation, the pace of innovation has been amazing, and the services, products, and applications from the digital era have taken on a life of their own. This brings me to AI, another cutting-edge technology that is about to go mainstream. companies to hold an AI summit.

AI 48

AI Government Entertainment Innovation 48

Comm100

FEBRUARY 10, 2022

In this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX. Citizens are 9x more likely to trust a government agency when they are satisfied with the service they receive.

Government 52

Government Customer Experience Social Media CX 52

Uniphore

OCTOBER 5, 2021

As for our customer-facing assets, when contact centers were forced to scale down because of pandemic-induced lockdowns, our array of digital assets (AI-driven bot, mobile app, customer portal, WhatsApp, etc.) Not only could farmers approach us for servicing, but they could also interact with the government via this app.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

Execs In The Know

JUNE 7, 2023

With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences. However, concerns were raised about governance and compliance in implementing AI solutions.

CX 85

CX Compliance Artificial Intelligence AI 85

Beyond Philosophy

MARCH 31, 2020

He already had two other medical insurance coverages so he called and asked the bank not to renew it but they asked him to go to a physical office and that’s at a time when the government asked everyone to avoid any non-essential travel. That would mean more than one ending and storylines but would certainly be an innovation.

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

Uniphore

DECEMBER 21, 2021

The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry. Acquired Jacada , a major strategic play that transforms our customers’ experience with advanced AI and low code/no code automation. Today we are more robust than ever before. and India.

Machine Learning 49

Machine Learning Innovation AI Government 49

Execs In The Know

FEBRUARY 5, 2024

Hyper-Automation is Revolutionizing BPO Operations Hyper-automation takes automation a step further by integrating multiple advanced technologies and platforms, such as artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), to optimize as many business processes as possible across a company.

Healthcare 59

Healthcare Sentiment Analysis Artificial Intelligence ML 59

Neosperience

DECEMBER 21, 2022

Fascinated and at the same time wary of this new technology, the public and institutions now have to balance the countless benefits of AI with the risks it may pose to our rights. AI Bill of Rights. AI Act (European Union). ” What are high-risk AIs? ” What are high-risk AIs? Unacceptable risk.

Artificial Intelligence 52

Artificial Intelligence Legal AI Manufacturing 52

Steven Van Belleghem

NOVEMBER 16, 2020

The insurance is offered around the world, with the exception of countries subject to economic sanctions by the UN or the Brazilian government. Through its tech incubator hubraum, it brings early-stage start-ups and the leading European telco together, sparking innovation transfer and creates business opportunities for both sides.

Agriculture 98

Agriculture Transportation Hospitality Hospitality 98

Steven Van Belleghem

APRIL 27, 2021

Diversification has become a big part of innovation, and Grab is completely on board with that trend. It works with governments, banks, insurers and telco players in order to make transportation and transactions safer, more affordable, and more reliable. 2. Get out of your own lane.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 371

Customer Experience Net Promoter Score VOC Government 371

Zendesk

APRIL 7, 2023

Business changes are happening faster than ever With the rapidly changing technology landscape, including the acceleration of generative AI , companies have to shift their strategies to keep up with this accelerating speed of change. AI is a good example. Training an AI model can take six months or more.

Compliance 52

Compliance AI Gaming Start-ups 52