Shep Hyken

APRIL 29, 2022

He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription. Great customer service is fabulous marketing.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

AI 201

AI Sentiment Analysis Contact Center Healthcare 201

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 411

B2B AI Predictive Analytics Sentiment Analysis 411

Customer Think

JANUARY 17, 2022

No business is immune to this, and that includes the customer service industry. Customer service roles are under much pressure these days to find new ways of dealing with complaints efficiently while still providing high-quality support. As technology advances, so does everything else.

Artificial Intelligence 145

Artificial Intelligence Customer Service Technology Technology 145

eglobalis

MARCH 24, 2025

Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. link] NICE Ltd.

Contact Center 353

Contact Center AI Compliance Machine Learning 353

Adrian Swinscoe

DECEMBER 3, 2024

Every December for the last five years, I’ve compiled a set of predictions about what is likely to happen in the customer experience space in the […] The post Cutting through the noise to get to the reality of customer service AI first appeared on Adrian Swinscoe.

AI 147

AI Customer Service Customer Experience Artificial Intelligence 147

eglobalis

NOVEMBER 3, 2024

Cisco also exemplifies this approach, particularly in its B2B customer service for enterprise solutions. This data-driven personalization strengthens client relationships by demonstrating Salesforce’s deep understanding of each client’s goals and challenges.

CX 522

CX B2B Innovation Sentiment Analysis 522

eglobalis

APRIL 27, 2025

In tr od uc ti on [link] Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers. Bring together teams from customer service, sales, IT, and operations for joint workshops.

AI 247

AI CX B2B Compliance 247

CX Network

JANUARY 17, 2023

Uncover the biggest CX trends that will shape the progression of artificial intelligence in the customer service space.

Artificial Intelligence 100

Artificial Intelligence CX Customer Service 100

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

AI 59

AI Customer Service E-commerce Social Media 59

Fonolo

JANUARY 10, 2023

Wondering how to use artificial intelligence (AI) in your call center? There is plenty to learn about artificial intelligence and its cousin, machine learning (ML). On the contrary, it’s an excellent tool to enhance the customer experience and give your contact center a boost. What is Artificial Intelligence? .

Artificial Intelligence 91

Artificial Intelligence Contact Center Machine Learning ML 91

Execs In The Know

NOVEMBER 21, 2024

In our recent webinar , Mandi Geary, Director of Customer Care at BSN Sports, took us behind the scenes of her artificial intelligence (AI) journey with Gladly, sharing the wins, lessons, and strategies that have transformed how her team supports customers. Here are a few key takeaways from the webinar.

Sports 105

Sports AI CX Artificial Intelligence 105

Callminer

DECEMBER 19, 2024

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.

Contact Center 182

Contact Center Artificial Intelligence AI Customer Service 182

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. James Boatwright. TheCodeGalaxy.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

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

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

Callminer

NOVEMBER 13, 2018

Learn more about Encore’s call simulator in our webinar on AI, How Artificial Intelligence and Interaction Analytics Drive Better Customer Experiences. (L-R) L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

Artificial Intelligence 260

Artificial Intelligence AI Sales Innovation 260

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Adrian Swinscoe

JANUARY 20, 2025

This is a guest post bySatish Barot, Co-founder and CTO at Klearcom Lets face itcalling customer service is often a frustrating experience. Long wait times, endless [] The post How GenAI can transform call center IVR systems without losing the human touch first appeared on Adrian Swinscoe.

Customer Service 213

Customer Service Artificial Intelligence AI Customer Experience 213

ECXO

APRIL 7, 2024

AI as a replacement for human creativity The beautiful horizon of customer experience is an ever-evolving mosaic of touchpoints, channels, and interactions. 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

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

VOE 182

VOE Artificial Intelligence Contact Center Entertainment 182

Win the Customer

NOVEMBER 20, 2024

In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. What is Empathy in Customer Service?

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Customer Service 96

Customer Service Artificial Intelligence Machine Learning AI 96

The DiJulius Group

APRIL 24, 2024

On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience.

Artificial Intelligence 98

Artificial Intelligence AI Customer Service Customer Experience 98

ECXO

OCTOBER 7, 2024

Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means. You inspire your team to embrace a customer-centric mindset, equipping them with the tools and knowledge to excel.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

CX 526

CX Innovation Manufacturing Technology 526

Win the Customer

NOVEMBER 25, 2024

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction.

AI 59

AI Artificial Intelligence Customer Satisfaction Technology 59

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 480

Customer Experience Net Promoter Score VOC Government 480

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113

CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. Conversational AI is a form of artificial intelligence (AI) capable of understanding human intents and conducting human-like conversations.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

Uniphore

JANUARY 21, 2022

Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. Artificial intelligence, unlike the human brain, is immune to fatigue, boredom and distraction. But does it have to be?

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. Our AI team is led by a man named Fergal Reid.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Note: Churn as a loss can be applied to customers or agents.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

SurveySensum

DECEMBER 27, 2024

This holistic approach helps create a better overall interaction, driving satisfaction not just in the moment, but throughout the customers entire journey with your business. A well-organized knowledge base empowers your customer service team to quickly address inquiries, resolve issues, and provide accurate, helpful responses.

Technology 52

Technology Technology Artificial Intelligence CX 52

Adrian Swinscoe

DECEMBER 18, 2023

Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe. This is a guest post by Jeanicka Rhey, a content writer.

AI 147

AI Customer Service Customer Satisfaction Artificial Intelligence 147