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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

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My Understanding of AI in CX so Far. Things Could Change!

CX Accelerator

Here’s an example from the text analytics world. You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

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. Both groups of technologies can be utilized to make analytics more actionable.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

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Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI

PeopleMetrics

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere. Instead, AI enhances what we can learn from NPS and how we can act on it.

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6 Rookie Mistakes to Avoid in Net Promoter Score Analysis

SurveySensum

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.

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RS Components: Using Text Analytics to Drive Action

Confirmit

Surveys provide real-time feedback on specific customer experience interactions, from a preparedness to recommend (Net Promoter Score®) and from an ease-of-use scale (Net Easy Score). The RS team using Net Promoter Score® to monitor the impact of the decisions they make based on customer insight.