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?

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AI Artificial Intelligence Close the Loop Omnichannel 62

PeopleMetrics

MARCH 4, 2025

So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. This is where AI is starting to make a difference. Adaptive Survey Design: Using historical data, AI can suggest adjustments to survey length and even question order to reduce fatigue.

AI 62

AI VOC Touchpoint CX 62

ECXO

AUGUST 9, 2023

If there’s one word that defines the start to the ’20s it’s disruption. Where do you start? Embedding a client focus starts with your culture. Your culture is your start and end point – for your business, for your professional services. To change a culture you need to start at the top. Let me explain.

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Touchpoint CX Innovation Start-ups 296

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Start where you are. AI, automation and machine learning mean solutions are available to meet these expectations – at scale. This year is no different.

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Predictive Analytics Education CX Touchpoint 296

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. Analyze your customers’ pain points and set up chat greetings to start at the exact moment your customer needs them.

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AI Artificial Intelligence Machine Learning Social Media 159

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback.

CX 116

CX Customer Experience Net Promoter Score NPS 116

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

FEBRUARY 22, 2019

From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. AI chatbots use your existing information and resources, like FAQs or knowledge bases , to answer questions and offer help. These may be questions like “how do I add more users?”

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AI Customer Service Artificial Intelligence Touchpoint 133

SurveySensum

DECEMBER 30, 2024

Lets uncover them together, but lets start with what this platform is. CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. What is CustomerGauge? Source: G2 , CustomerGauge Review, Sep 11, 2024 2. Source: GetApp , CustomerGauge Review 3.

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ECXO

APRIL 10, 2024

When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience. As with anything in CX, we need to start with listening and understanding.

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CX Customer Experience Social Media Sentiment Analysis 334

DMG Consulting

MARCH 13, 2025

AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. Like what you’re reading?

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AI Outlook Technology Technology 59

Intercom, Inc.

OCTOBER 22, 2020

As he puts it: In the latest episode in our Scale series, Intercom’s Dee Reddy caught up with Nate to learn how to tune in to the voice of the customer, and how a holistic approach to customer experience can be the ultimate brand differentiator. In the old days, customer service was solely seen as the company’s clean-up crew.

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CX Voice of the Customer Close the Loop Sentiment Analysis 218

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. In a world where businesses try to engage their customers on a personal level across digital touchpoints, virtual assistants and AI tools make effective (and cost-efficient) allies. But, the workings of AI are often complex.

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AI Artificial Intelligence Machine Learning ML 125

PeopleMetrics

FEBRUARY 27, 2025

This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. Implement a full-scale, omnichannel transactional VoC program across every touchpoint. But heres the reality: starting slow with a pilot program is the smarter, more strategic move. Congratulations!

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience? 3 ways to use AI customer experience.

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AI Customer Experience Artificial Intelligence Machine Learning 97

Experience Investigators

JANUARY 7, 2025

Ready to set up for success? Each of these plays a distinct role in your efforts and helps you align every member of your organization so you can operationalize CX effectively: Customer Experience Vision Statement : A CX Vision Statement is a starting point to explain the experience you hope to provide customers. Lets dig in.

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Customer Experience Customer Journey Map Touchpoint CX 52

Ameyo Callversations

OCTOBER 22, 2021

As the world becomes more technological and digital with the changing dynamics, Conversational Artificial Intelligence (AI) is enabling businesses to reduce communication friction between humans and computers. Conversational AI is growing more extensively every day in almost every business.

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AI CX Artificial Intelligence Touchpoint 98

Uniphore

NOVEMBER 11, 2021

Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online.

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Hospitality Hospitality AI Touchpoint 130

SurveySensum

APRIL 28, 2025

A VoC program helps businesses analyze customer feedback across different touchpoints – website, support, in-store visits, mobile app, and more – to identify pain points and fix them before they drive customers away. Discover the true voice of your customers with SurveySensums AI-powered analysis.

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VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

APRIL 11, 2025

With AI-driven key driver analysis, you can move beyond intuition and pinpoint exactly what factors matter the most. It Helps Enhance Customer Journey: By directly addressing the pain points and satisfaction drivers of the customers, key driver analysis gives you the opportunity to optimize touchpoints and create a good customer experience.

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Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Zendesk

APRIL 20, 2023

Despite the hype, AI isn’t here to replace your human agents. Quite the contrary, when human agents and AI join forces, they form a powerful CX team—one that builds on their strengths, while minimizing their weaknesses. With AI in their corner, they can instead focus on the tasks that make a difference.

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AI CX Artificial Intelligence Start-ups 96

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom, Inc.

MAY 18, 2022

First-party data is information you collect directly from your customers, site visitors, and app users based on their actual interactions with your business across numerous touchpoints – both historical and in real time. Collect first-party data and use it to power follow-up actions and workflows at scale.

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Execs In The Know

MARCH 21, 2025

A staggering 42 percent of customer experience (CX) leaders cite outdated systems as their biggest operational hurdle, and 54 percent admit that at least a fifth of their customer interactions are still too complex for artificial intelligence (AI) to handle alone. So, what does this mean for your AI strategy? They see one brand.

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CX Artificial Intelligence AI Omnichannel 52

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. In this blog, you can explore everything related to omnichannel contact center software starting from what it is?

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Contact Center Omnichannel Social Media Retail 52

Gainsight

APRIL 16, 2025

You start thinking in functions. Its a blur of touchpoints. Time to Flip the Lens: From Your Internal Process to Learner Perspective Too often, we start with what we needplatforms, permissions, processesand retrofit that to the customer journey. But what if we started from their point of view? In roadmaps. In metrics.

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Education Touchpoint Start-ups AI 52

Zendesk

APRIL 12, 2023

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays—even dad jokes. What are generative AI and large language models (LLMs)?

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AI Engineering Legal Start-ups 98

RateMyService

APRIL 22, 2025

What the board isnt going to get is why we need to spend so much on an AI chatbot. Show them that the AI chatbot will slash Customer Effort Score (CES) by five points and increase repeat purchases , adding $150,000 in the first sixmonths. Rather than going all in, begin with a single touchpoint or product line. We all get it.

Net Promoter Score 52

Net Promoter Score Gambling Finance NPS 52

SurveySensum

APRIL 16, 2025

Lets get started. These surveys are sent at key touchpoints in your customers journey like, after support conversations, post-purchase, or throughout product use – they record real-time data that drives better decisions. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free 2.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

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InteractionMetrics

NOVEMBER 21, 2024

2: Re-Read One Email for Clarity and Impact Customer communication often starts with emails. 3: Focus on the End of Interactions for How to Improve Customer Service If you’re focusing on how to improve customer service, start with the end. Offer additional help or follow-up options. Are employees implementing the techniques?

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Customer Service Mystery Shopping Net Promoter Score Customer Journey Map 52

SurveySensum

APRIL 7, 2025

With ready-to-use survey templates , AI-powered insights, and customizable surveys, it makes gathering and analyzing data quick and easy. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free So, if you are also stuck with these drawbacks and looking for a SurveyMonkey alternative , then scroll down.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7 million in the same period of 2018, up $168.5 ANALYTICS, AI, AND RPA.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

ECXO

DECEMBER 20, 2023

This all adds up to one thing. AI and GenAI are the capital of everything possible In this article I want to take a step back from the glare and wall of noise about personalisation. The answers are rooted in AI-powered customer data platforms (CDPs). We are just starting in the road of real personalisation in my opinion.

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

SurveySensum

FEBRUARY 13, 2025

Without a clear starting point, any improvements in NPS lack context, making it difficult to track the true impact of your efforts. Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free 3.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Intercom

FEBRUARY 27, 2025

But the limitations game operators face are increasingly becoming a thing of the past as LLM-powered AI agents like Intercoms Fin transform support operations and enable VIP-level service for every player at scale. With Fin AI Agent, we’re streamlining their support experience.

Gaming 52

Gaming Compliance AI Sports 52

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. Text analytics tools use AI, NLP, and machine learning algorithms to process and interpret large volumes of text.

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Text Analytics Sentiment Analysis Social Media Machine Learning 52