ECXO

MARCH 6, 2025

Leadership Commitment and Vision Leading a customer experience transformation starts at the top. For example, a company might aim to increase customer retention by a certain percentage, to drive up cross-sell revenue, or to reduce service costs by improving first-contact resolution.

CX Transformation 339

CX Transformation B2B CX Government 339

Intercom, Inc.

JULY 15, 2021

Being responsible for the design of AI services used by millions of people is a huge responsibility, and Arin is deeply aware of that. According to him, good design doesn’t need to sacrifice transparency, and imperceptible AI isn’t ethical AI. For Arin, explainability is a key element when it comes to ethical AI.

AI 245

AI Machine Learning Start-ups Technology 245

ECXO

MARCH 19, 2025

The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. Heres why businesses are embracing the quiet revolution: 1.

Customer Experience 228

Customer Experience AI Technology Technology 228

Intercom, Inc.

JANUARY 31, 2023

Suddenly it seemed that generative AI might transform industries from education to marketing. It has also made it hard to tell what potential applications will ultimately be transformative, or merely end up being toys. ☞ Click here to join the beta waitlist for our AI features or receive AI news from Intercom.

AI 188

AI Start-ups Technology Technology 188

PeopleMetrics

MARCH 24, 2025

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. And while AI might make this process slightly more manageable, it hasn't replaced the hard work required to make RCA effective. Thats great.

VOC 90

VOC Close the Loop AI Text Analytics 90

Intercom

NOVEMBER 13, 2024

In this guide, we unpack how AI enables support teams to offer high-quality support at scale, in an efficient and cost-effective way. ⚡️ Ready to dive straight in and learn how AI broke the linear customer service growth model? AI has changed that; now, there’s another way. At Intercom, we’re saving in the region of $1.75–2

Customer Service 98

Customer Service AI Start-ups Business Growth 98

ECXO

JANUARY 21, 2025

To start the year with a twist, Im shaking things up. Apex grew quickly, adding new products to their lineup and hiring employees to keep up with the demand. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products. Couldnt set it up.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

PeopleMetrics

APRIL 10, 2025

But AI is changing that in exciting ways! Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys. Whats working?

AI 62

AI Unstructured Data VOC NPS 62

CommBox

APRIL 30, 2025

There’s no shortage of noise in the AI and CX space today. From “generative” to “intelligent” to “autonomous,” the labels are stacking up each promising transformation, but rarely delivering clarity. What Is Agentic AI? From AI buzz to CX outcomes. Ill own that.

AI 52

AI CX Compliance Government 52

Experience Investigators

APRIL 22, 2025

Artificial intelligence (AI) is opening up exciting ways to cover more ground and deliver highly personalized and timely experiences for every need. Here are a few ideas for how to use AI to create seamless customer experiences that feel personal, effortless, and human. When in doubt, dont share with AI. The good news?

AI 52

AI Customer Experience Social Media Touchpoint 52

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. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

Comm100

APRIL 15, 2025

We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams.

AI 52

AI Engineering CX Start-ups 52

Comm100

APRIL 16, 2025

While our AI Agent is capable of handling up to 80% of routine queries, what about those more complicated ones that require agent intervention? Enter Comm100 AI Copilot the intelligent AI-powered assistant designed to help agents work smarter, not harder. Quick Suggestions are designed for rapid information retrieval.

AI 52

AI Start-ups Engineering CX 52

PeopleMetrics

APRIL 11, 2025

But AI Is Taking It to a Whole New Level Restaurants, hotels, car rental agencies theyve been experimenting with in-moment feedback for years. But AI is making this better and more scalable than ever before. AI instantly classifies the issue (e.g., Use AI to classify open-ends fast and route them to the right person.

VOC 62

VOC AI Start-ups Customer Experience 62

DMG Consulting

MARCH 13, 2025

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. The post What is Conversational AI and How Does it Work?

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Intercom

OCTOBER 30, 2024

AI is revolutionizing customer service as we know it, and businesses that seize this moment will lead the charge into the future. Advances in generative AI technology have unlocked a world of possibilities for customer service – and with them, significant challenges. AI is disrupting traditional business models.

Customer Service 92

Customer Service AI Start-ups Machine Learning 92

Futurelab

FEBRUARY 22, 2025

There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. Pressured by competition, companies invest in automation, self-service, or AI, without a clear guiding vision. Last year you have been very busy.

Legal 130

Legal Start-ups AI Technology 130

Gainsight

APRIL 29, 2025

Integrating AI into your tech stack is no different. The nuances and sheer power of AI means that teams often need to do more preparation to ensure theyre ready to make the change. Here are the most important skills and trainings to start with to get the most out of your AI tools for CS teams : 1.

AI 52

AI Start-ups Innovation Education 52

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner explains that he thinks of AI the way author Cathy O’Neil does in Weapons of Math Destruction : Algorithms are opinions embedded in code. Dr. Turner explains that AI decides the “Y” of an outcome. So, Dr. Turner says, AI is not magic.

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

Intercom

APRIL 3, 2025

With global player bases across all time zones, dramatic volume spikes during tournaments and launches, and the expectation for instant, personalized assistance, traditional support models simply can’t keep up. With AI agents like Fin, you can break free from these constraints. Now, there’s another way.

Gaming 52

Gaming AI Start-ups Business Growth 52

Intercom, Inc.

JULY 26, 2022

Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. The AI component is crucial. In the case of conversational AI, these outputs are the responses it provides to users. Why use conversational AI?

AI 118

AI Artificial Intelligence Machine Learning Start-ups 118

ECXO

JUNE 25, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. The use of AI in market analysis goes beyond merely identifying trends.

AI 156

AI Customer Experience Legal Manufacturing 156

PeopleMetrics

MARCH 4, 2025

This is where AI is starting to make a difference. AI-driven tools can help optimize survey health in several ways: Real-Time Quality Control: AI can monitor survey response patterns in real time, flagging questions that consistently lead to high abandonment rates or uniform responses. Let me know in the comments!

AI 62

AI VOC Touchpoint CX 62

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. So is it time to set up your first AI chatbot and set it to work?

AI 144

AI Machine Learning Artificial Intelligence Technology 144

Intercom

JANUARY 20, 2025

Here, we dive into the key areas that make Fin the standout AI agent for fintech companies. Fin AI Agent can deliver value straight away by resolving the bulk of these issues, and freeing up more bandwidth for the human support team to focus on more complex topics.

Customer Service 91

Customer Service Compliance AI Education 91

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

Intercom

FEBRUARY 18, 2025

While scanning through conversations in our team inboxes recently, I realized that there are times where customers don’t believe the responses from our AI agent Fin, even when Fin is correct. While this is tricky, its a challenge that excites me because it shows how AI is pushing us to learn and think in entirely new ways.

AI 52

AI Start-ups Technology Technology 52

PeopleMetrics

MARCH 25, 2025

Whats the Role of AI in This? Yes, AI can help with surfacing root causes faster through text analytics and pattern recognition. How It Works This post is less about AI and more about revisiting RCA, which is such an important topic in VoC and CX. What ideas do you have to speed up or rethink this process? Empowering.

AI 62

AI VOC Text Analytics Gaming 62

Gainsight

APRIL 8, 2025

No solution will improve efficiency and drive revenue more than implementing AI as an analyst to support CSMs and their workflow. Not only does AI organize data faster than people can, but it can also evolve with your customers, so you never miss an opportunity. That philosophy doesnt translate into modern customer relationships.

AI 52

AI Start-ups Customer Relationship Sales 52

Uniphore

NOVEMBER 19, 2021

With conversational AI, the needs of the agent are met in real-time. The right information is served up to the agent at the right moment when they need it. AI actually creates a more effective way to personalize and, somewhat ironically, humanize the experience for each customer. Agents can be there for them in better ways. .

Customer Experience 264

Customer Experience Contact Center AI Technology 264

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. AI is here to stay. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Attention to Detail.

Technology 376

Technology Technology E-commerce Contact Center 376

Totango

MAY 17, 2024

Some believe AI is overhyped. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. But there are proven, compliant ways to drive impact with AI today.

Innovation 101

Innovation AI Start-ups Government 101

Intercom, Inc.

SEPTEMBER 9, 2022

We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. What’s up?

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

InteractionMetrics

DECEMBER 10, 2024

Open-ends are your gold but extracting the gold is challenging, which is why companies look to AI to solve the problem. But is AI your best solution? Jump to: How Do ChatGPT, Gemini, and Claude Stack Up for Text Analysis? Why Cant You Just Use AI For This? If so, when and where should it be applied? Maybe in two years?

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

Intercom

MARCH 14, 2023

We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. which powered ChatGPT, was just too prone to making things up when it didn’t know the answer. When we started experimenting with building a GPT-powered chatbot, we had a number of design goals in mind.

AI 126

AI Machine Learning Technology Technology 126

Totango

NOVEMBER 26, 2024

Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. Unfortunately, we, as an industry, have made AI feel like a mountain to climb versus a path to navigate. Key takeaways : It’s time to take action.

AI 62

AI Start-ups Engineering Business Growth 62

Uniphore

JUNE 9, 2021

Break out of the traditional model with a “joined-up” service that utilizes resources and information from across the entire company. According to the 2020 Deloitte Global Human Capital Trends survey, 67% of organizations have yet to truly incorporate AI into their knowledge management strategy.

Contact Center 246

Contact Center Education Start-ups AI 246