ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. AI as a replacement for human creativity The beautiful horizon of customer experience is an ever-evolving mosaic of touchpoints, channels, and interactions.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints.

AI 59

AI Customer Service E-commerce Social Media 59

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. Getting Started with AI for CX A key thing to remember about AI is in its name: its intelligence is artificial.

AI 52

AI Customer Experience Social Media Touchpoint 52

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. It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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!

CX 116

CX Artificial Intelligence Contact Center Machine Learning 116

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

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

Comm100

FEBRUARY 5, 2018

Social Media Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. How each visitor found their website (through a search engine, social media, etc.).

Social Media 68

Social Media CRM Social Listening Omnichannel 68

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.

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). It’s now the main — and often only — human touchpoint for banks and their customers. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

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 Omnichannel CRM 105

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.

Customer Service 113

Customer Service Contact Center Artificial Intelligence Social Media 113

Zendesk

NOVEMBER 1, 2021

Here are some customer intelligence best practices to inform your customer intelligence strategy. Consumers today are interacting with brands via various touchpoints—social media, chat, phone, in-store, and so on. Find a CRM that uses artificial intelligence technology, such as chatbots, to enable self-service.

Social Media 98

Social Media CRM Artificial Intelligence Touchpoint 98

Intercom

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Support is needed across multiple channels (website, in-app, on social media).

AI 133

AI Customer Service Artificial Intelligence Touchpoint 133

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. It's simple.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Experience Investigators

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

Experience Investigators

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 49

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 49

Sprinklr

JULY 22, 2021

But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. However, even for brands that are incorporating omni-channel listening strategies across social platforms, review sites, and other digital channels, there are a number of challenges.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

Fonolo

DECEMBER 4, 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.

Contact Center 89

Contact Center Artificial Intelligence Social Media B2C 89

Fonolo

JANUARY 10, 2019

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.

Contact Center 103

Contact Center Artificial Intelligence Data Entry Social Media 103

Zendesk

JUNE 1, 2022

Customer communication is how companies interact with consumers at each touchpoint along the buyer’s journey, from the ads that catch their attention to the post-purchase customer support experience. How a customer responds to marketing messages, engages with social media posts, and contacts your support agents—it all matters.

Social Media 98

Social Media Omnichannel Touchpoint Artificial Intelligence 98

Aquire

JULY 26, 2021

Helps you offer a frictionless transactional experience to customers across all touchpoints. Artificial intelligence is hel ping companies craft more personalized loyalty programs. Set up exclusive deals and discounts for your customers via social media. Traits of a modern customer loyalty program.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Lumoa

JANUARY 9, 2018

Despite the human brain’s remarkable inability to distinguish the artificial from the real, organizations will still need to find the magic balance between technology-faced and human-faced experiences. The shifting sands of artificial intelligence will keep many organizations on unsure footing in 2018.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Ameyo Callversations

OCTOBER 22, 2021

“A few years back, Artificial Intelligence for businesses was just like a fidget spinner for kids. 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.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Fonolo

DECEMBER 18, 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.

Contact Center 70

Contact Center Social Media Artificial Intelligence Touchpoint 70

Retently

NOVEMBER 13, 2024

The rise of technologies like augmented reality (AR) and artificial intelligence (AI), making VFRs more accurate and accessible than ever. Artificial Intelligence (AI) : AI takes things to the next level by learning and adapting to each user. Virtual fitting rooms rely on a combination of cutting-edge technologies.

CX 146

CX Retail Social Media Artificial Intelligence 146

Lumoa

JANUARY 15, 2024

Using Artificial Intelligence and Natural Language Processing AI has evolved tremendously in recent times. Just as you may post on multiple social media platforms, you should utilize different communication channels. Knowing all the relevant touchpoints means you can design strategies that improve the CX for each.

Customer Experience 78

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 78

Fonolo

JANUARY 8, 2019

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.

Contact Center 73

Contact Center Artificial Intelligence Social Media Touchpoint 73

Ameyo Callversations

DECEMBER 15, 2021

Businesses can leverage the potential of Conversational AI by automating customer-facing touchpoints across social media platforms like Facebook, Twitter, and their websites/apps. Regardless of the industry, all businesses can leverage the potential of conversational AI if they have a user touchpoint.

AI 98

AI Artificial Intelligence Touchpoint Social Media 98

Fonolo

MAY 23, 2023

Artificial Intelligence and Machine Learning Leverage A L and ML algorithms to uncover patterns, predict customer behavior, and offer personalized recommendations. Artificial Intelligence and Machine Learning Leverage A L and ML algorithms to uncover patterns, predict customer behavior, and offer personalized recommendations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

JANUARY 17, 2019

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.

Customer Experience 111

Customer Experience Contact Center Social Media Retail 111

Aquire

OCTOBER 5, 2021

Posting on social media about a positive or negative experience. Customer journeys are complex and you need to take into account multiple customer touchpoints to offer the best experience. Social media. Then, work to streamline each touchpoint. How to improve digital customer service. Video chat.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

DMG Consulting

MARCH 1, 2019

The market’s transformation will be driven in particular by robotic process automation (RPA) and artificial intelligence (AI). Enterprises need to know what is happening with their customers and prospects at every touchpoint, and the combination of IA and CJA can tell them.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

Ameyo Callversations

MARCH 31, 2022

Today, brands and customers are connected over several common platforms, such as social media channels. . Further, the solution can leverage user data across channels and match the changing customer experience across all active touchpoints. Providing a good experience turns your customers into brand advocates. . Conclusion.

Customer Experience 122

Customer Experience Artificial Intelligence Omnichannel Social Media 122

Fonolo

JANUARY 22, 2019

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.

Retail 93

Retail Contact Center Artificial Intelligence Social Media 93

Fonolo

JANUARY 9, 2019

The headline claims “90% of Companies Deploy Artificial Intelligence in the Customer Journey” Does anyone believe that 90% of companies have any kind of legitimate AI in their customer journey? Social Media as a Contact Center Touchpoint. Artificial Intelligence (AI): Hero or Villain?

Contact Center 70

Contact Center Artificial Intelligence Outlook AI 70

Shep Hyken

APRIL 1, 2022

Customers use multiple digital channels like email, SMS, social media, smart apps, and more. Word of mouth spread like wildfire through digital platforms like social media and review websites, especially when people started using them more than ever before. . Instant and Exceptional Customer Service.

CX 77

CX Social Media Artificial Intelligence Entertainment 77