eglobalis

JANUARY 7, 2025

Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback. This resulted in a product that significantly improved user adoption and retention while addressing pain points like data visualization and predictive analytics.

B2B 312

B2B CX Artificial Intelligence Predictive Analytics 312

eglobalis

JULY 31, 2024

They offer functionalities like sentiment analysis, feedback loops, and predictive analytics, which help in identifying pain points and areas of improvement in real-time, thus fostering a more responsive and proactive approach to customer satisfaction. As AI evolves, chatbots will become better.”

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. In this digital era, artificial intelligence (AI) has certainly emerged as a powerful tool that can augment and enhance customer experience.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

ECXO

AUGUST 12, 2024

These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction. Live Chat and Chatbot Solutions: Platforms like Intercom and Drift offer live chat and AI-powered chatbot functionalities, providing instant customer support and resolving queries in real time.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Callminer

MARCH 26, 2018

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester.

Predictive Analytics 254

Predictive Analytics AI Customer Service 254

Adrian Swinscoe

MARCH 13, 2025

Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe. This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

JUNE 13, 2023

To join the 18 percent of companies that are doing that now means employing predictive analytics. With predictive analytics, accurate insights are delivered at the right time, dramatically increasing the reach and value of your data. Enabling you to make evidence-based decisions every day.

Predictive Analytics 401

Predictive Analytics Government Sales Customer Retention 401

Win the Customer

JANUARY 9, 2025

AI plays a crucial role in enabling effective customer self-service. By leveraging AI-powered tools, product managers can build products that not only provide easy access to information but also anticipate customer needs and offer personalized support experiences.

AI 59

AI Predictive Analytics Customer Satisfaction Customer Feedback 59

DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. In short, predictive analytics capabilities can help companies provide an optimal customer experience cost effectively.

Predictive Analytics 98

Predictive Analytics Contact Center Data Mining Artificial Intelligence 98

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. Then ChatGPT happens. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

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. Are you prepared to explore the future of customer service?

Predictive Analytics 52

Predictive Analytics AI Artificial Intelligence Structured Data 52

ECXO

JULY 26, 2023

AI, automation and machine learning mean solutions are available to meet these expectations – at scale. Leverage predictive modelling Leveraging predictive models helps you anticipate customer behaviors and preferences. Predictive analytics also mean preempting and predicting issues or upsell and cross-sell opportunities.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? But, How Does NLP Work for Text Analytics? Lets find out!

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

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

Callminer

DECEMBER 5, 2019

I predict that the brands that will deliver a better response to the swearing problem, by adding offensive language as a call centre KPI, will get a competitive advantage in 2020. Predictive Analytics Will Drive a Better Customer Experience. I believe that predictive analytics will drive a better customer experience in 2020.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

Uniphore

OCTOBER 4, 2021

The World AI & RPA Show brings together leaders from a variety of client-facing enterprises to discuss the important role AI plays in developing a superior customer-focused business. Watch this webinar to hear Ravi Saraogi, President APAC, Uniphore, share his insights on transforming the customer experience through AI & RPA.

AI 100

AI Predictive Analytics Customer Experience Actionable Insights 100

SurveySensum

SEPTEMBER 11, 2024

The future now stands on four pillars – data, AI, personalization, and convenience. The Future Is AI The continuous rise of AI capabilities has shifted the way businesses used to engage with their customer’s buying decisions.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

PeopleMetrics

FEBRUARY 14, 2025

AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics. But heres the reality: AI is making VoC more efficient, but it doesnt eliminate the need for human expertise. Why You Still Need a VoC Partner AI is a powerful tool, but its not a strategy.

VOC 62

VOC Close the Loop Predictive Analytics Social Media 62

Lumoa

NOVEMBER 8, 2017

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Lumoa’s analytics solution is built on top of this philosophy.

Customer Feedback 110

Customer Feedback Net Promoter Score AI Machine Learning 110

ECXO

APRIL 29, 2024

They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences. Then, we have chatbots and AI-powered virtual assistants. Finally, we have data analytics. In this quest for the silver bullet, companies have turned to technology.

CX 283

CX Innovation Machine Learning Technology 283

PeopleMetrics

FEBRUARY 27, 2025

There are three key reasons why this approach works: Validating Your Survey Design AI-powered survey design tools have made creating surveys faster and more efficient. AI can also run simulations, predicting response rates and analyzing question fatigue before surveys even go live.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

Customer Think

MAY 20, 2024

Generative AI is rapidly evolving, with large language models (LLMs) communicating and tackling tasks in powerful ways. For the customer service industry, companies are using various levels of AI and technology throughout their operations – ranging from predictive analytics, workflow automation, quality assurance and more.

AI 75

AI Predictive Analytics Technology Technology 75

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!) AI can be a worthy partner.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

CX Network

MARCH 26, 2024

From defining goals to preparing data, there are many steps to a successful AI or LLM deployment. Musa Hanhan explains

Predictive Analytics 64

Predictive Analytics AI 64

CSAT.AI

SEPTEMBER 25, 2017

CB Insights used their own AI-powered software, Mosaic, which uses public data and predictive algorithms to provide intelligence on private companies, to compile the list. AI has successfully been implemented in this scenario as well when combined with data sets. So, if you’re not doing that, you should be.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

DMG Consulting

AUGUST 16, 2022

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line.

Predictive Analytics 48

Predictive Analytics Contact Center Net Promoter Score NPS 48

Totango

FEBRUARY 12, 2025

AI-powered insights and early warning systems A core advantage of health scores is their ability to function as an early warning system. Leverage predictive analytics: Use technology to forecast risks before they escalate. For enterprises, where the loss of a single high-value client can be devastating, this is essential.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. Adjust expectations around AI. That’s a good thing – too much AI can be, well, creepy.) Are automation and AI b t? Put in the work with your customers.

AI 118

AI Start-ups B2B Predictive Analytics 118

Customer Think

SEPTEMBER 14, 2023

The allure of artificial intelligence (AI) in streamlining and personalizing the customer journey is well-recognized among business leaders. However, the enthusiasm to embrace this technology is only the beginning, and the real challenge emerges in utilizing AI to enhance customer interactions.

Predictive Analytics 60

Predictive Analytics Artificial Intelligence AI CX 60

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. These predictions will ostensibly come from AI.

AI 88

AI Predictive Analytics Customer Acquisition Technology 88

CSAT.AI

FEBRUARY 22, 2023

You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. Your company doesn’t need to be gigantic or have a massive budget for an entire overhaul to be able to benefit from the power of AI.

AI 86

AI Sentiment Analysis CX Predictive Analytics 86

DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. AI and Automation Pave the Way for Improvements. Automation and artificial intelligence (AI) are changing the way companies operate, allowing businesses to re-imagine many aspects of their operations, including their employees.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively.

Customer Service 105

Customer Service Predictive Analytics AI Artificial Intelligence 105