Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Expert Panel Reflects On Sad Social Media Rants to Reveal 7 Surprising CX Insights.

Social Media 218

Social Media Contact Center Customer Experience CX 218

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. As AI evolves, chatbots will become better.”

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

PeopleMetrics

JANUARY 30, 2025

But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer relationships. But AI alone isnt enough. But that was just the beginning.

VOC 110

VOC AI Social Media Hospitality 110

ECXO

JUNE 19, 2024

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

AI 386

AI Customer Experience Legal Manufacturing 386

PeopleMetrics

JANUARY 23, 2025

And while CX professionals and market researchers have always worked hard to connect metrics to actions, AI now makes that process faster, smarter, and more focused. With AI, were no longer guessing or spending weeks analyzing data manually. Heres how AI makes this possible: 1.

NPS 118

NPS AI E-commerce CX 118

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 332

AI CX Artificial Intelligence Predictive Analytics 332

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. that can easily be AI-Powered Text Analytics Software. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

ECXO

AUGUST 12, 2024

Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing. By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Adrian Swinscoe

APRIL 6, 2022

Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […].

Social Media 190

Social Media AI Technology Technology 190

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Customer Loyalty Net Promoter Score Omnichannel 52

Customer Think

OCTOBER 10, 2023

Social media platforms have become the epicenter of communication, opinion-sharing, and customer interaction. With millions of users expressing their thoughts and feelings on various topics every day, social media has evolved into a treasure trove of unfiltered, real-time data.

Social Media 121

Social Media Sentiment Analysis AI Technology 121

ECXO

JANUARY 21, 2025

Meanwhile, negative reviews flooded social media and online marketplaces. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it. Consider outsourcing or AI-driven tools if scaling is an issue.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

PeopleMetrics

JANUARY 31, 2025

But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. AI helps by analyzing feedback trends over time, spotting warning signs before a client walks away. That hasnt changed.

VOC 98

VOC B2C B2B AI 98

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. Example Action: Implement AI-driven recommendation engines on your website to suggest products or services based on browsing history.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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 424

NPS Customer Feedback Net Promoter Score B2C 424

eglobalis

DECEMBER 4, 2024

This perspective seemed disconnected from the nature of constructive debate and the dynamics of social media, where differing viewpoints should foster growth rather than defensiveness. Key arguments for CXs supposed demise include: AI and machine learning will automate all customer interactions.

B2B 367

B2B Artificial Intelligence AI Construction 367

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development.

AI 59

AI Customer Service E-commerce Social Media 59

Callminer

FEBRUARY 23, 2021

AI is here to stay. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Offering AI-enhanced processes to call center agents does more than make their work easier, it also enhances the user experience through improved speed in reasoning and augmented accuracy.

Technology 376

Technology Technology E-commerce Contact Center 376

PeopleMetrics

FEBRUARY 20, 2025

But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed. Instead of CX teams relying on brainstorming sessions to map touchpoints, AI can provide a data-driven view of where customers are interacting with the business. Predicting Moments of Truth Not all touchpoints are equal.

Touchpoint 62

Touchpoint AI VOC Social Media 62

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Win the Customer

DECEMBER 21, 2024

Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. Data Collection & Analysis: The Foundation of AI-Powered CX The first step in leveraging AI for customer experience (CX) is to build a solid foundation of data.

AI 59

AI Social Media Artificial Intelligence Machine Learning 59

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

AI 166

AI Social Media Artificial Intelligence CX 166

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

SurveySensum

MARCH 10, 2025

It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP. Businesses today handle millions of customer interactions daily, across emails, live chats, call centers, and social media. Using AI, Conversational Analytics detects whether customer feedback is positive, neutral, or negative.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. However, before you can have this AI, you have to know how you want it to respond as “your brand.”.

AI 162

AI Innovation Social Media Construction 162

PeopleMetrics

FEBRUARY 27, 2025

AI is now making this process faster and more efficient, but technology alone isnt enough! The best VoC programs combine AI-driven insights with human expertise to ensure findings are meaningful and actionable. This eliminates the need for manually reading thousands of responsesbut AI alone isnt enough.

AI 62

AI VOC Text Analytics Social Media 62

ECXO

OCTOBER 30, 2024

This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement. From countless product reviews to social media opinions, the sheer volume of information can be overwhelming and lead to decision fatigue. Clear and concise communication is critical.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. One of the other ways social media changed our lives is in how we interact with brands. It describes how we interact with brands over several different channels in various ways, including social media. Humanizing brands is the future of social media.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 156

AI Customer Experience Social Media Machine Learning 156

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. What Your Call Center Agents Rant About on Social Media. The post 3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA appeared first on Jacada. Get It Right The First Time - Every Time. and the 7 Surprising CX Insights They Reveal.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Intercom, Inc.

AUGUST 13, 2020

Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. At Sprinklr, their inside sales and community management teams have taken a different approach with social account-based marketing (ABM). million thanks to their cheeky Twitter presence.

Social Media 209

Social Media AI Sales B2B 209

Uniphore

JUNE 22, 2021

You listen to your customers on social media. They have made your call center a glass house on social media. 3 AI and Robotics Will Not Save Your CX AI and automation are often prescribed as key ingredients in today’s recipe for digital transformation. Do you listen to your customer service employees?

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

eglobalis

AUGUST 19, 2024

360-Degree Feedback Systems Comprehensive feedback systems collect data from multiple touchpoints,voice of customer, including surveys, social media, and direct interactions, offering a holistic view of the customer experience and enabling more strategic improvements.

NPS 393

NPS Net Promoter Score VOC Actionable Insights 393

eglobalis

JUNE 27, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

Callminer

FEBRUARY 19, 2020

Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

Retently

MARCH 11, 2025

Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered. Technology upgrades What AI/chatbot/self-service improvements should be tested?

CX 115

CX Customer Experience Net Promoter Score NPS 115

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. It uses NLP and AI to extract insights, detect sentiment, and identify common customer issues, trends, and opportunities for improvement.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52