PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed. Predicting Moments of Truth Not all touchpoints are equal. New touchpoints emerge, and customer expectations shift.

Touchpoint 62

Touchpoint AI VOC Social Media 62

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. Live Chat and Chatbot Solutions Platforms like Intercom, GenesysDX, Liveperson and Drift offer live chat and AI-powered chatbot functionalities.

Customer Experience 452

Customer Experience Social Media Predictive Analytics AI 452

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

MARCH 6, 2025

Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Another key aspect of strategy is prioritization.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

AUGUST 12, 2024

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. Continuous Personalization: Personalization engines and AI tools enable real-time customization, meeting customer expectations at every touchpoint.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

PeopleMetrics

MARCH 11, 2025

AIs Potential to Make Survey Design Smarter & More Engaging Right now, AI isnt fully replacing VoC survey platforms, but its beginning to reshape how surveys are designed and delivered. Heres how AI could transform the VoC survey experience in the near future: 1. If your data quality suffers, your VoC program is useless.

VOC 100

VOC AI Text Analytics Touchpoint 100

eglobalis

JULY 25, 2024

According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations. The USA’s focus on omnichannel strategies ensures that customers receive consistent and high-quality experiences across all touchpoints.

Customer Experience 508

Customer Experience Innovation CX Omnichannel 508

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 483

NPS Customer Feedback Net Promoter Score B2C 483

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Customer Experience 482

Customer Experience VOC Net Promoter Score Government 482

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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

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

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 402

B2B Customer Experience Touchpoint B2C 402

Experience Investigators

APRIL 22, 2025

Customer journeys span dozens of channels and touchpoints. 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.

AI 52

AI Customer Experience Social Media Touchpoint 52

Hodusoft

MAY 7, 2025

Why Real Estate Needs AI-Powered Call Centers? To meet these rising demands and stay competitive, real estate companies must adopt innovative technologies and AI-powered call centers are at the forefront of this transformation. After the advent of generative AI, the future of the real estate sector looks bright.

Real Estate 52

Real Estate AI Compliance Government 52

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

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

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

Gainsight

MAY 9, 2025

If your AI strategy starts and ends with drafting emails, then you’re not alone. While AI continues to make headlines, it’s still shrouded in mystery. How AI Helps CS Teams Work Smarter and Drive More Impact AI is so much more than a buzzword. Let’s dive into some of the key use cases of AI for CS.

AI 52

AI ML Scorecard Machine Learning 52

ECXO

JUNE 11, 2023

Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How do customers experience your brand – across touchpoints? What does your business stand for – what makes you unique? How does your messaging build trust?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Uniphore

DECEMBER 14, 2021

In addition to joining Cisco’s SolutionsPlus Program, the companies continue their work on developing new capabilities in AI, conversational automation, and real-time call and sentiment analysis. For example, Uniphore’s innovative AI technology dramatically reduces agent aftercall work time, by up to 80% in many cases.

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

ECXO

AUGUST 12, 2024

Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. Leverage Emerging Technologies: Incorporate cutting-edge technologies such as AI, AR, and 5G to enhance the user experience and offer innovative solutions. Simplicity often translates to higher engagement and satisfaction.

CX 395

CX E-commerce Legal B2C 395

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Empathy-Driven AI Infuse empathy into AI interactions.

Touchpoint 69

Touchpoint AI Customer Experience Education 69

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

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. AI can make use of machine learning to predict the behavior of a buyer from previous searches, frequently bought products, and so on.

AI 159

AI Artificial Intelligence Machine Learning Social Media 159

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. Chatbots don’t just use AI to answer questions.

AI 133

AI Customer Service Artificial Intelligence Touchpoint 133

ECXO

AUGUST 9, 2023

The takeaways here: Invest in an AI-driven Customer Data Platform to leverage real-time insights and make quicker and more responsive data-led decisions. You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Don’t go into airplane mode.

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

Intercom

APRIL 3, 2025

With AI agents like Fin, you can break free from these constraints. Taking an AI-first approach allows you to handle massive support volume fluctuations while providing always-on global support, and keeping costs predictable. In contrast, AI costs typically decrease over time as the technology matures and adoption grows.

Gaming 52

Gaming AI Start-ups Business Growth 52

C3Centricity

MAY 30, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently. One way of doing this is through chatbots and virtual assistants.

Customer Loyalty 118

Customer Loyalty AI Touchpoint Customer Satisfaction 118

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. AI & automation capabilities Can it reduce ticket volume while maintaining a high level of service?

CX 120

CX Customer Experience Net Promoter Score NPS 120

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. AI, automation and machine learning mean solutions are available to meet these expectations – at scale. As we mentioned earlier, customers know the value of their data.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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.

AI 125

AI Artificial Intelligence Machine Learning ML 125

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. In this quest for the silver bullet, companies have turned to technology.

CX 283

CX Innovation Machine Learning Technology 283

Gainsight

MARCH 25, 2025

For many of us, our introductionand most of our understandingof AI came from media. Whether AI found us through movies, cartoons, or books, it wasnt a part of our everyday lives. Today, AI tools are everywhere. Despite its popularity, AI still makes some people nervous, specifically when it comes to their careers.

AI 40

AI Touchpoint Gaming Sales 40

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. They’re using AI and automation to solve the complexities of B2B buying.

Omnichannel 156

Omnichannel B2B Technology Technology 156

Ameyo Callversations

DECEMBER 15, 2021

Conversational AI is a term we often come across in business and technology, and the potential of its offering is immense. Customer Engagement and AI Chatbots. What is Conversational AI? Note – Conversational Chatbots and Conversational AI are majorly similar. Why is Conversational AI Great For Engaging Customers?

AI 98

AI Artificial Intelligence Touchpoint Social Media 98

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. This concept can be applied to customer experience as well.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334