eglobalis

JULY 2, 2024

By embracing a diverse array of metrics and leveraging cutting-edge technologies such as artificial intelligence (AI) and machine learning (ML), businesses can obtain a more comprehensive and nuanced understanding of customer sentiment and other important facts.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

eglobalis

DECEMBER 4, 2024

This perspective seemed disconnected from the nature of constructive debate and the dynamics of social media, where differing viewpoints should foster growth rather than defensiveness. The idea that CX is becoming obsolete fundamentally misunderstands its role as a cornerstone of how businesses create, sustain, and enhance value.

B2B 367

B2B Artificial Intelligence AI Construction 367

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. One of the other ways social media changed our lives is in how we interact with brands. It describes how we interact with brands over several different channels in various ways, including social media. Humanizing brands is the future of social media.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Callminer

FEBRUARY 19, 2020

Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. As your business grows, bottlenecks can arise in many areas, placing disproportionate stress on individual team members as well as the technology on which they depend.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

Uniphore

JULY 10, 2021

As principal analyst at Contact Center Week’s Customer Management practice, Brian leads all research and advisory endeavors related to artificial intelligence, contact center technology, business analytics, customer experience strategy, and social media.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Intercom, Inc.

MAY 14, 2018

Social Media : Noisy and fragmented. 96%: The vast majority, almost 96%, of bloggers drive traffic through social media, with 64% through SEO and 58% through email marketing ( Orbitmedia, 2017 ). Social media. adults, making it the most popular social network in America. Email: Still relevant.

Social Media 223

Social Media Entertainment Engineering Artificial Intelligence 223

eglobalis

JUNE 27, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

AI 166

AI Social Media Artificial Intelligence CX 166

ECXO

APRIL 7, 2024

In this digital era, artificial intelligence (AI) has certainly emerged as a powerful tool that can augment and enhance customer experience. AI’s ability to gather and dissect vast amounts of data, including demographic information, purchase history, browsing behavior, and social media interactions, is unparalleled.

AI 332

AI CX Artificial Intelligence Predictive Analytics 332

Callminer

FEBRUARY 4, 2021

At SupportYourApp, we provide support via telephone, email, text, co-browsing, and social media. Or, there is artificial intelligence that can analyze calls for you. It’s hard to identify vulnerabilities, but using artificial intelligence is helpful.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. Many of these communications will take place on social media platforms.

Social Media 158

Social Media Artificial Intelligence AI Technology 158

Win the Customer

DECEMBER 21, 2024

Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. The modern customer expects personalized, seamless, and proactive experiences.

AI 59

AI Social Media Artificial Intelligence Machine Learning 59

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

AI 59

AI Customer Service E-commerce Social Media 59

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. Additionally, social media listening tools can help businesses identify and address customer concerns before they escalate.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

eglobalis

AUGUST 19, 2024

360-Degree Feedback Systems Comprehensive feedback systems collect data from multiple touchpoints,voice of customer, including surveys, social media, and direct interactions, offering a holistic view of the customer experience and enabling more strategic improvements.

NPS 393

NPS Net Promoter Score VOC Actionable Insights 393

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

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) has transformed contact centres, improving customer experiences and operational efficiency. What is Artificial Intelligence (AI)? Artificial Intelligence (AI) is a field of computer science focused on creating intelligent machines that can learn, reason, and perform tasks like humans.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Fonolo

MARCH 2, 2023

Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. The rise of artificial intelligence and its impact on self-service was a huge topic of interest. Here’s a sneak peek into what our influencers had to say!

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Fonolo

DECEMBER 12, 2018

By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. Social Media as a Contact Center Touchpoint. Artificial Intelligence (AI): Hero or Villain? Become a contact center super hero in record time! Investing in Agents.

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

Steven Van Belleghem

APRIL 25, 2023

The new standards I for instance thought that Spotify’s demo of its artificial intelligent DJ looked pretty impressive. In the past traditional media were the key gatekeepers. Today for many people’s social media are the key gatekeepers. In other words, it allows you to have your very own personal radio DJ.

AI 133

AI Social Media Artificial Intelligence Engineering 133

Win the Customer

JANUARY 20, 2020

eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. The Benefits of Artificial Intelligence in eCommerce. This is an example of artificial intelligence in eCommerce.

AI 159

AI Artificial Intelligence Machine Learning Social Media 159

Execs In The Know

FEBRUARY 17, 2023

Social media has been around for almost two decades, with 75% of the world’s population ( ages 13+) now actively engaged in an ever-evolving online community of networks and algorithms. It’s something our advisory team at VXI observes frequently when evaluating a brand’s social media technology stack.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

SurveySensum

OCTOBER 17, 2024

By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services. This includes survey responses, customer reviews, social media mentions, and other similar feedback channels.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Hodusoft

NOVEMBER 24, 2021

People expect to be able to interact with business in a variety of ways like social media, via live chat, over SMS, over the phone, and more. Social Media. Social platforms including Facebook and Twitter continue to grow exponentially. Artificial intelligence is enhancing IVR technology.

Social Media 105

Social Media Artificial Intelligence CRM Omnichannel 105

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. Social Media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Fonolo

DECEMBER 11, 2018

The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. Social Media as a Contact Center Touchpoint. Electronics. Investing in Agents.

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100

ECXO

MAY 14, 2024

Artificial intelligence, automation, and digital platforms can offer incredible efficiencies and capabilities, but they should be used to enhance rather than replace human interactions. Social media platforms offer a space for authentic storytelling and community building.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

Fonolo

OCTOBER 10, 2018

The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. Leverage Artificial Intelligence. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age.

Customer Service 104

Customer Service Artificial Intelligence Social Media Entertainment 104

Customer Experience Matrix

DECEMBER 13, 2020

artificial intelligence will become (even more) ubiquitous. Another is the continued misbehavior of Facebook and other social media firms and increasing resistance by regulators and consumers. It seems just yesterday that we were impressed to hear that a company’s product was “AI-powered”.

Social Media 147

Social Media AI Government Artificial Intelligence 147

Return Customer

JULY 10, 2019

Companies are increasingly moving towards a customer-support oriented future fuelled by artificial intelligence to solve the problem of speed. One in two millennials has complained about a brand on social media. Social media can act as a double-edged sword with its massive reach. Microsoft ).

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Turner says a person with below-average intelligence has more to offer than the “smartest” AI today. As it stands, Dr. Turner says AI should not stand for artificial intelligence but for artificial ignorance.

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Today digital banking is the norm rather than the exception and there’s no going back.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence Social Media 130

Fonolo

DECEMBER 13, 2018

Social Media as a Contact Center Touchpoint. Artificial Intelligence (AI): Hero or Villain? Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center. Investing in Agents. Voice-Powered Technology (VPT). Cracking Down on Hold-Times. DOWNLOAD THE FREE 16 PAGE REPORT TODAY.

Customer Service 113

Customer Service Contact Center Artificial Intelligence Social Media 113

Fonolo

FEBRUARY 20, 2019

2018 proved that reputation-damaging blunders are more prevalent than ever, their devastating effects amplified by the related complaints and commentary buzzing on social media. Social Media as a Contact Center Touchpoint. Artificial Intelligence (AI): Hero or Villain? Think again. Show Empathy.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Intercom, Inc.

DECEMBER 31, 2019

The impact of social media. It’s hard to recall now, but there was a time, particularly around the Arab Spring of 2011, when it seemed that Facebook and Twitter would usher in a new era of enlightenment across the world, shifting power to the people by freeing our social and political discourse from traditional gatekeepers.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

Experience Investigators

OCTOBER 3, 2023

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. Thanks to powerful artificial intelligence capabilities, this customer feedback is now easier to find—and increasingly useful for making real-time changes to your strategy.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98