Adrian Swinscoe

FEBRUARY 10, 2025

Why Language is the Key to a Great Customer Experience In a world where [] The post How AI translation is transforming customer experience first appeared on Adrian Swinscoe. This is a guest post from Ofer Tirosh, Chief Executive Officer, Tomedes.

AI 288

AI Customer Experience Artificial Intelligence Customer Retention 288

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%.

Technology 52

Technology Technology Artificial Intelligence CX 52

Beyond Philosophy

DECEMBER 31, 2019

The number two thing was customer retention. My interpretation of that finding is that organizations don’t just improve Customer Experience for a laugh; they do it for growth. However, retention is essential, too. Prediction #3: Artificial Intelligence will have a massive impact on Customer Experience soon.

Customer Experience 152

Customer Experience Artificial Intelligence Gambling AI 152

eglobalis

AUGUST 13, 2024

This ecosystem lock-in is a significant factor in customer retention. Customers trust Apple to deliver a consistently high standard of performance. Consistent Quality and Reliability: Apple’s commitment to quality and reliability ensures that their products perform well and last long.

CX 481

CX Innovation Manufacturing Technology 481

eglobalis

JULY 31, 2024

Telstra (Australia, APAC) Telstra leverages social media management tools to monitor customer sentiment and engage proactively. These tools help in addressing customer issues promptly and maintaining a positive brand image, which is crucial for customer retention.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

eglobalis

JUNE 27, 2024

Customer Satisfaction (CSAT): Measures how satisfied customers are with specific interactions, products, or services. Customer Lifetime Value (CLV): Estimates the total revenue a company can expect from a single customer account throughout its relationship.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

VOZIQ

AUGUST 14, 2024

Reston, VA, — VOZIQ AI , a leading provider of AI-powered solutions to subscription businesses, today announced that they have won AI Global Excellence Award 2024 in AI-Based Customer Retention Platform category.

Customer Retention 52

Customer Retention AI Machine Learning Artificial Intelligence 52

SurveySensum

OCTOBER 17, 2024

This helps improve descriptions, pictures, product quality and customer experience as a whole. Boosts Customer Retention Satisfied customers are more likely to become loyal customers in the long run. report, increasing customer retention by 5% can result in an improvement of over 25% in profit.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Intercom, Inc.

DECEMBER 31, 2019

As Des has often pointed out in his talk “Customer retention is the new conversion” : “This is what we’ve ended up in: a world of subscription everything…If there is a thing that you buy regularly, you can have it show up on your doorstep every month for $9 or equivalent. The decade ahead.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

Beyond Philosophy

AUGUST 20, 2022

While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one. This proactive experience is powered by the emerging field of Customer Science, a convergence of data, artificial intelligence (AI), and the behavioral sciences.

Artificial Intelligence 22

Artificial Intelligence Management Consulting Customer Retention AI 22

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

VOZIQ

MAY 12, 2024

In today’s rapidly evolving business landscape, customer retention is the North Star metric that significantly impacts profitability and growth, particularly for subscription businesses. However, traditional customer retention strategies often fall short of delivering a significant impact.

Customer Retention 40

Customer Retention AI Non-Profits Machine Learning 40

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Win the Customer

MAY 12, 2020

are mean to connect the business with the customer on the daily run by serving an apt range of call centre services for conducting the practice of customer retention. Over the passage of time, technologies like Artificial Intelligence , Internet of Things. Call centre services.

Social Media 128

Social Media Artificial Intelligence Sales Technology 128

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? Boost customer retention.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Fonolo

JANUARY 10, 2019

Businesses are nothing without their customers; so, providing excellent customer service is the key to customer retention. Outsourcing your call center activities could either improve or reduce customer satisfaction. Artificial Intelligence (AI): Hero or Villain? Investing in Agents.

Contact Center 103

Contact Center Artificial Intelligence Data Entry Social Media 103

Adrian Swinscoe

OCTOBER 15, 2024

Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. They join me today to […] The post The five promises of personalization – Interview with Mark Abraham and David Edelman first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Business Growth Customer Relationship Customer Retention 147

Return Customer

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support.

Customer Loyalty 90

Customer Loyalty Sales Artificial Intelligence Customer Retention 90

Beyond Philosophy

OCTOBER 15, 2022

Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). AI isn’t perfect.

Artificial Intelligence 78

Artificial Intelligence Customer Journey Map AI Touchpoint 78

VOZIQ

FEBRUARY 6, 2022

Customer acquisition vs. customer retention — the comparison has existed for quite some time, especially with global enterprises realizing the impact of customer churn on the bottom line and long-term growth. Customer retention, on the other hand, is not as much celebrated as a new sale.

Customer Retention 40

Customer Retention ML Net Promoter Score Artificial Intelligence 40

CSAT.AI

APRIL 5, 2023

Churn Rate : The percentage of customers who stop doing business with a company over a period of time. Note: Churn as a loss can be applied to customers or agents. Conversational AI : A set of artificial intelligence based technologies that can recognize and respond to human speech and text inputs at a human level.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

SugarCRM

FEBRUARY 28, 2022

Every customer interaction is a moment of truth, and their experience can turn sour at any moment for numerous reasons. In fact, 55% are unable to identify customers at the risk of churning. You can start asking more questions and, at the same time, listening to what your customers have to say. The Growing Role of AI.

CRM 49

CRM Customer Retention Net Promoter Score AI 49

Ameyo Callversations

MARCH 31, 2022

The key to achieving such a conversion rate is a consistent customer experience across platforms and channels. It helps you exceed the customer expectations, resulting in higher sales conversion. Higher customer retention: . The amalgamation of business analytics, artificial intelligence, and big data is already here. .

Customer Experience 122

Customer Experience Artificial Intelligence Omnichannel Social Media 122

Experience Investigators

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient.

Net Promoter Score 98

Net Promoter Score CX Artificial Intelligence NPS 98

Intercom

JULY 25, 2022

Customer engagement is defined as communicating with your customers over the course of their journey – from acquiring, onboarding, and nurturing to supporting and retaining – to help them get to the outcome they want. Effective customer engagement holds the key to customer retention and loyalty.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Artificial Intelligence 72

Artificial Intelligence Customer Journey Map Net Promoter Score Scorecard 72

Lightico

JULY 10, 2021

Document collection has become one of the main areas where banks can improve their customer experience (CX) and keep up with changing times. In this article, we will discuss how document collection can help your bank remain competitive in an industry that is being disrupted by new technologies such as artificial intelligence and chatbots.

Artificial Intelligence 59

Artificial Intelligence Customer Experience Customer Retention Technology 59

Adrian Swinscoe

NOVEMBER 13, 2024

I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event first appeared on Adrian Swinscoe.

Artificial Intelligence 162

Artificial Intelligence Business Growth Customer Retention AI 162

Adrian Swinscoe

DECEMBER 16, 2024

In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the [] The post The two-sided customer experience problem and how VoC data is the answer first appeared on Adrian Swinscoe.

VOC 147

VOC Customer Experience Customer Satisfaction CX 147

Comm100

APRIL 10, 2024

With proper application, this integration: Provides a greater customer experience Delivers a personalized service that can boost customer retention rates Reduces staff burnout Another key benefit of using AI in customer service is the ability to better understand and predict the needs of the customer to address their concerns almost instantaneously.

Customer Service 104

Customer Service Predictive Analytics AI Artificial Intelligence 104

Zendesk

JUNE 30, 2022

Quickly take action to drive better agent engagement and customer experience across the entire journey. Increase loyalty, drive customer retention, and improve the overall experience with our closed-loop feedback collection and escalation workflows. Bloomreach Engagement.

Artificial Intelligence 98

Artificial Intelligence Retail CRM AI 98

Zendesk

DECEMBER 8, 2021

Again, bad customer service could be a “make or break” component in regard to customers spending money with your company. A mere 5% increase in customer retention produces more than a 25% increase in profits. It’s simple—the longer a customer stays with your company, the more revenue they generate. Brand loyalty.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Experience Investigators

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Sprinklr

OCTOBER 7, 2021

Competitive benchmarking can give your organization the edge to capture additional market share, increase customer retention and engagement, and provide an excellent customer experience (CX). The challenges to competitive benchmarking. Content strategy.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Callminer

AUGUST 6, 2019

For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. AI collects information about the customer and the context of their request resulting in a more connected, personalized experience. Carve out the budget for software and other improvements.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

SurveySensum

JULY 16, 2019

Companies that leverage the power of innovation and artificial intelligence in listening and responding to customers, will be the next successful brands in the industry. On the contrary, traditional market surveys are no longer capable of providing real-time customer insights and demand manual efforts.

Close the Loop 60

Close the Loop Artificial Intelligence AI Innovation 60

Ameyo Callversations

APRIL 25, 2022

Or simply, it is Artificial intelligence sitting behind a messaging app in a chat support window. Chatbots also do the lead qualifying job, and with superior data processing ability, the quality of leads shortlisted through customer or visitor chats is much higher. High Customer Retention.

AI 98

AI Customer Acquisition Artificial Intelligence Entertainment 98