Shep Hyken

SEPTEMBER 7, 2021

.” “The focus of Digital Customer Service is finding the right balance between human interaction and virtual interaction (such as automation and AI) depending on what the customer needs.” Dan Michaeli is the CEO of New York-based Glia , a leader in helping companies reinvent how they serve their customers.

B2C 18

B2C B2B AI Customer Service 18

Shep Hyken

JANUARY 11, 2023

Invest in the right technology to make employees’ jobs easier – A contact cen ter equipped with AI technology can help reduce unnecessary work. A digital solution, such as an AI-powered chatbot, can support the customer and take care of time-wasting processes, allowing employees to help customers with more complicated issues.

Customer Experience 116

Customer Experience CX AI Technology 116

Shep Hyken

JULY 19, 2022

.” About: Megan Neale is Co-founder and COO of Limitless , an AI-powered Gig CX platform. New York Times ?bestselling Her passion for “customer & client first” and her constant drive for innovation led her to co-found Limitless in 2016. Shep Hyken is a customer service and experience expert,?

Contact Center 112

Contact Center CX Innovation Customer Service 112

TeamSupport

APRIL 15, 2021

To simplify the customer experience, many companies are using big data, chatbots , and AI recommendations. The Nike SoHo Neighborhood in New York is the perfect example of this. Artificial intelligence (AI) and Machine Learning. AI and machine learning principles can be employed in many customer service areas.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

Comm100

MARCH 27, 2023

Read more: Chatbot ROI calculator – Reduce support costs and scale your operations with AI Chatbots 5. AI chatbots AI chatbots integrate artificial intelligence so that they can respond to more requests and complete more tasks in a more ‘human-like’ way. 58% of students think it’s very important.

Education 91

Education AI Artificial Intelligence Sentiment Analysis 91

Callminer

AUGUST 1, 2017

He’s been a featured speaker at NAPTE, The Next Big Idea, and a news source in: The New York Times, The Washington Post, The Wall Street Journal, ABC, CBS, CNET, and Investor’s Business Daily. Next would be AI. Key components in increasing the efficiency of contact centers include…”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Shep Hyken

SEPTEMBER 20, 2021

Will AI Take Your Job? Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz. Tidio) Should we be afraid of increasingly more advanced AI and robots? Is AI going to take over the world? Lots of stats and facts on the current state of AI and predictions for the future. So, will AI technology replace you?

Customer Service 16

Customer Service Manufacturing B2B AI 16

Beyond Philosophy

JULY 24, 2019

The New York Times reported that Facebook had been fined $5 billion for privacy violations and the share price went up! It was good news that it was only $5 billion. Also, Facebook uses AI to capture and keep your attention to maximize their ad revenues. . Furthermore, I believe this could lead to their downfall.

Non-Profits 139

Non-Profits Government Machine Learning Customer-Centric Organization 139

Shep Hyken

JULY 26, 2021

15 Ways To Leverage AI In Customer Service by Forbes Business Council. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Zendesk

SEPTEMBER 15, 2023

Over the last year, the impact of AI on customer service has been massive. Many customer experience applications and workflows can be optimized with AI–but not all AI solutions are tailored to customer experience. And while Zendesk AI is like giving your agents superpowers, there is a lot more to be done.

AI 52

AI Innovation CX Customer Experience 52

Execs In The Know

JUNE 7, 2023

Importance of Generative AI Many CX leaders acknowledged the potential of generative artificial intelligence (AI) in driving efficiencies. However, concerns were raised about governance and compliance in implementing AI solutions. These informative and collaborative events will be hosted in New York, New York and Tempe, Arizona.

CX 85

CX Compliance Artificial Intelligence AI 85

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Compliance 52

Shep Hyken

FEBRUARY 8, 2022

Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They He now leads FeedbackNow , Forrester ’s AI-powered physical & digital solution to measure, analyze, predict, and act on customer feedback in real-time. New York Times ?bestselling

Healthcare 82

Healthcare Start-ups Customer Survey CX 82

SurveySensum

MARCH 3, 2025

that can easily be AI-Powered Text Analytics Software. Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights. This is where text analytics powered by AI and NLP comes into play. Lets find out!

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Intercom, Inc.

MAY 28, 2020

New sales are important and necessary, but without the happiness and loyalty of your customers, it is impossible to build a billion-dollar company. While Aircall is moving forward with AI features, Jonathan stresses that bots will never fully replace human interaction. So we decided in 2016 to actually move that office to New York.

Government 186

Government Start-ups CRM Sales 186

Shep Hyken

OCTOBER 5, 2021

” “Companies can use AI to look for patterns in customer behavior to anticipate issues and generate solutions before problems even occur.” New York Times ?bestselling How can AI predict customer behavior? Shep Hyken is a customer service and experience expert,? This episode of?

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

Hodusoft

NOVEMBER 27, 2024

In the words of Shep Hyken, world-renowned customer service and CX expert, researcher, award-winning keynote speaker, and a New York Times and Wall Street Journal bestselling author, “There is a big difference between a satisfied customer and a loyal customer. It is a must-have for any type and size of business.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Shep Hyken

AUGUST 10, 2021

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Assuming there’s no AI technology, what other ways to acquire additional consumer information in advance? Why is Customer Insight Important for Business?

Artificial Intelligence 81

Artificial Intelligence Technology Technology AI 81

Fonolo

JANUARY 14, 2020

He is a New York Times and Wall Street Journal bestselling author. Bold360 is an AI-powered customer messaging platform that uses Natural Language Processing to help agents handle routine queries and tasks, and talk to your customers where they want to engage. AI trends for the coming year. Shep Hyken. Plus so much more.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. My Comment: AI continues to improve. And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience.

Customer Service 74

Customer Service Social Media VOC Retail 74

Customer Experience Matrix

JANUARY 9, 2017

If it weren’t the print edition, I would have sworn today’s New York Times business section had been personalized for me: there were articles on self-driving cars , virtual reality , and how “ Data Could Be the Next Tech Hot Button ”. Many people are skeptical that AI can really take control of our lives. Let's hope not.

Artificial Intelligence 76

Artificial Intelligence Government AI 76

Sprinklr

JUNE 23, 2021

Today, Sprinklr is a publicly traded company on the New York Stock Exchange: CXM. This is an incredibly humbling milestone, and the beginning of an exciting new chapter in our journey.

CXM 98

CXM Government Start-ups Customer Experience Management 98

Shep Hyken

JANUARY 12, 2022

It could have been an AI-infused chatbot or a human typing back. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. I immediately went to the company’s website, opened the FAQ (Frequently Asked Questions) page, but didn’t find my answer. It didn’t matter.

Omnichannel 77

Omnichannel Social Media Start-ups Customer Service 77

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? New York Times ?bestselling

Artificial Intelligence 57

Artificial Intelligence Healthcare AI Government 57

Shep Hyken

DECEMBER 27, 2021

Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. Here’s an article with some design tips, but will also give you some insight into how powerful interactive AI is going to be. 4 Ways AI Can Improve the Customer Service Agent Experience by Puneet Mehta. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service AI Start-ups Customer Experience 69

Shep Hyken

JULY 4, 2022

7 Top AI Trends in Customer Service by Zendesk. Customer support has always been a challenging task for companies to manage, and with the introduction of artificial intelligence (AI) solutions, it’s easier than ever before. This is exactly how AI is being used today. Here are my top five picks from last week.

Artificial Intelligence 65

Artificial Intelligence Customer Service Customer Journey Map AI 65

TeamSupport

FEBRUARY 11, 2021

Replace your static FAQs with something searchable and AI-powered. Bloomberg BusinessWeek , CNBC, the Harvard Business Review, the New York Times, and the Washington Post. The simple playbook for delivering the ultimate customer service experience , a new bestseller from HarperCollins Leadership.

B2B 85

B2B Retail Customer Service AI 85

Shep Hyken

NOVEMBER 2, 2021

New York Times ?bestselling Does AI improve customer service? Shep Hyken is a customer service and experience expert,? bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of? Amazing Business Radio with?Shep?Hyken How do you identify customer behavior?

Customer Journey Map 69

Customer Journey Map Management Consulting AI Customer Experience 69

Shep Hyken

MARCH 14, 2022

These AI Mistakes Are Slowly Killing Your Customer Experience by Young Entrepreneur Council. Forbes) From self-driving cars to fraud prevention, artificial intelligence (AI) has long transcended the “buzzword” label. And two years into Covid-19, AI assumes an expanded role in the customer service landscape.

Artificial Intelligence 64

Artificial Intelligence Customer Service Customer Journey Map Entertainment 64

Shep Hyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. The answer has to do with AI (Artificial Intelligence). The short version is that too much AI is not a good thing.

Customer Service 61

Customer Service Artificial Intelligence Sports AI 61

Shep Hyken

OCTOBER 25, 2022

Achieving Balance Between AI and Human Experience. How to Leverage AI to Reduce Customer Experience Gaps. Plus, Gadi shares some highlights from Replicant’s first Contact Center Automation Benchmark Report and answers the question, Will AI eventually eliminate contact center calls? New York Times ?bestselling

Contact Center 11

Contact Center AI Customer Service Technology 11

Aquire

JANUARY 6, 2022

Imagine, for example, that an airline check in is particularly busy at an airport in New York and all of their gate agents are rushed off their feet. In that case, a gate agent in Arkansas could jump in to assist a passenger in New York via video chat and help smoothen the process.

Customer Service 98

Customer Service Social Media Technology Technology 98

Shep Hyken

FEBRUARY 1, 2022

Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. New York Times ?bestselling The Power of an Easy Search.

AI 65

AI Customer Expectations Customer Service Customer Survey 65

Zendesk

JULY 28, 2022

Onepilot platform offers agents simplified access to knowledge, driven by AI, and a unified work environment with popular tools integrations allowing agents to perform refunds, track orders, and other tasks in a few clicks. Onepilot (Support) empowers e-merchants with a fully flexible solution to handle all or part of their customer support.

E-commerce 98

E-commerce Contact Center Omnichannel Customer Loyalty 98

Shep Hyken

JUNE 14, 2022

Trend #2 Hybrid AI. Trend #3 AI One-on-One Companions. In the next five years, multiple companies will launch products where AI can solve 99% of known issues for a customer and only 1% where the customer needs to call a human customer service agent. Trend #3 AI One-on-One Companions. New York Times ?bestselling

AI 57

AI Innovation Customer Service Business Growth 57

SurveySensum

JULY 14, 2020

A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations. Martin Hill-Wilson – Emotive CX Mentor, Customer Service, and AI Engagement Strategist. Joseph Michelli – CX Keynote Speaker, Consultant, New York Times Bestselling Author.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Gainsight

AUGUST 3, 2023

This can’t-miss event for all Customer Success, Product, Community, and Customer Education enthusiasts features not one, but two exclusive gatherings in New York City on September 28th and in Austin, Texas on October 19th. Learn to Leverage AI: The power of AI in digital strategy cannot be ignored.

Actionable Insights 52

Actionable Insights AI Gaming Education 52