ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

CX Transformation 339

CX Transformation B2B CX Government 339

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

Adrian Swinscoe

JUNE 20, 2022

Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […].

Artificial Intelligence 190

Artificial Intelligence Machine Learning Customer Experience 190

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. Do terms like NLP and Machine Learning mean anything to you? The ability to respond to customer inquiries is all predicated on understanding accurately what the customer is saying or asking. This doesn’t happen without NLP.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. This practice is echoed by thousands of companies around the world.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

ECXO

JULY 8, 2024

Discovering the Hidden Gems: How to Prime Your Brain for Exceptional Customer Experiences There’s one thing that holds the key to success: Customer Experience (CX). It’s no secret that customers wield immense power and influence, and can make or break a business in seconds. Science says yes.

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

ECXO

AUGUST 6, 2024

Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. This creates a positive customer experience as customers feel understood and valued.

Customer Experience 177

Customer Experience Innovation Education Government 177

ECXO

APRIL 29, 2024

But, over time, as companies grew and markets became more complex, maintaining a high-quality customer experience became a more intricate issue. Imagine a single solution, a magical tool, a secret sauce, that can solve all the challenges related to customer experience in one fell swoop. Far from it!

CX 285

CX Innovation Machine Learning Technology 285

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Uniphore

DECEMBER 21, 2021

Acquired Jacada , a major strategic play that transforms our customers’ experience with advanced AI and low code/no code automation. Launched our new Uniphore AI-Driven Capabilities , providing enhanced customer experiences. Grew the team, and leadership is now complete for our next phase.

Machine Learning 49

Machine Learning Innovation AI Government 49

ECXO

DECEMBER 20, 2023

Real-time lead scoring Using AI and machine learning, a CDP can identify leads are most likely to convert, those who need more nurturing and those who are likely to churn. Look for a solution that provides B2B lead prediction and account scoring, and surfaces customer churn and conversion predictions.

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

ECXO

AUGUST 15, 2023

Perhaps the most important step is to devise a plan for how (a use case) a digital twin of the customer will be used, what data is needed (organic and synthetic), and what the end goal is (it should be to support the two main goals of digital transformation—increased business efficiency and an improved customer experience).

Manufacturing 294

Manufacturing Artificial Intelligence Legal Machine Learning 294

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 156

AI Customer Experience Social Media Machine Learning 156

ECXO

MAY 27, 2024

This article explores the current landscape of AI in enterprise software, highlighting its growing impact on user adoption and its transformative potential to improve customer loyalty, streamline workflows, and reduce operational costs. The focus will shift to functionality, adoption, and customer experience and its outcomes.

AI 227

AI Technology Technology CX 227

Uniphore

JULY 30, 2021

We hope that you’ll join us on this journey to innovate customer experience at record speed. Read on to learn why you should care. of AI and Robotics users say that their customers rate their CX highly on the NPS scale. 2020 Global Customer Experience Benchmark. Overall, only 12.1%

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

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. Yet, in this ever-evolving marketplace, how can businesses ensure a sustainable customer experience?

AI 334

AI CX Artificial Intelligence Predictive Analytics 334

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Zonka Feedback

JANUARY 4, 2023

With the emergence of new business technologies such as cloud, Augmented Reality (AR), Artificial Intelligence (AI), Virtual Reality (VR), Machine Learning (ML), and a bunch of others, the expectations of today’s customers are constantly revamping.

Artificial Intelligence 98

Artificial Intelligence ML Machine Learning Customer Experience 98

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

Zendesk

DECEMBER 7, 2021

A great customer experience features efficient and personalized interactions at each step of the buyer’s journey. But in order to achieve this, companies need a way to quickly analyze customer data and act on it. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience?

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Fonolo

JANUARY 17, 2023

What Do Customers Value in CX? To understand how artificial intelligence can impact CX, it’s helpful to break down the elements of a positive customer experience from a customer’s point of view. According to a recent PWC survey, customers value : Speed. Satisfied customers = happy customers.).

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. It’ll be worth it.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Callminer

MAY 27, 2020

By aggregating data from the various channels that a customer has used to contact the company, contact centers can create more detailed customer profiles. These enhanced customer profiles open the door to a wide variety of improvements in predictive support which often help to better the customer experience (CX).

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Ameyo Callversations

NOVEMBER 16, 2021

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers. trillion of business value, and customer experience will become the center of this hike.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Helpt

MAY 31, 2024

Improving customer satisfaction through AI involves not just fixing immediate issues, but also understanding and anticipating customer needs. Ideally, a good customer satisfaction solution involves Understanding your customer's issues (these can be categorized as quick prompts). What Should We Look Forward to?

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

Intercom, Inc.

MAY 22, 2019

It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. What’s keeping companies from prioritizing customer experience?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

CX Accelerator

APRIL 1, 2020

Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience. Make sure you cover both relational and experience driven metrics to allow you to capture your performance against utilitarian and hedonistic factors (the head and the heart).

CX 228

CX Machine Learning Government Gaming 228

Intercom, Inc.

FEBRUARY 24, 2021

They should be able to use all this extra information to offer a more personal, tailored customer experience and effective support, surely? Well, it’s not quite that simple – despite the influx of customer conversations, it can be hard to derive meaningful insights from all that data.

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

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. Data Collection & Analysis: The Foundation of AI-Powered CX The first step in leveraging AI for customer experience (CX) is to build a solid foundation of data.

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

SurveySensum

DECEMBER 27, 2024

And when you collect feedback directly from customers, it becomes easier to tweak your products and services to better meet their needs. A technology thats used by Vertice, its intake management solutions enable businesses to improve customer satisfaction. So, what kind of smart tech is out there right now?

Technology 52

Technology Technology Artificial Intelligence CX 52

Callminer

JULY 15, 2019

Wednesday, July 24th Artificial Intelligence and Machine Learning. Thursday, July 25th Customer Experience. Leveraging Machine Learning in Conversational Analytics. We are excited to expose “real world AI” through actual model outputs and real business insights gained through Machine Learning!

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. Sentiment analysis bridges the gap between these expectations and product offerings, fostering a customer-first approach. Lets dive in and explore.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Self-Service.

Machine Learning 178

Machine Learning Innovation Technology Technology 178