eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. Startups often lead in cutting-edge AI adoption due to their agility. For example, OneReach.ai

AI 201

AI Sentiment Analysis Contact Center Healthcare 201

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

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 480

NPS Customer Feedback Net Promoter Score B2C 480

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Customer Experience Matrix

AUGUST 27, 2015

Predictive analytics vendor Fliptop today announced its acquisition by B2B social network LinkedIn. It's an interesting piece of news but I'm personally disappointed at the timing because I have been planning all week to write a post about the relationship between predictive analytics and account-based marketing (ABM).

Predictive Analytics 108

Predictive Analytics B2B Technology Technology 108

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. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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. However, the path forward is not without its challenges.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. Here are my predictions on how the contact centre will evolve in 2020.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying.

AI 194

AI CX Customer Experience Artificial Intelligence 194

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 333

AI CX Artificial Intelligence Predictive Analytics 333

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 283

CX Innovation Machine Learning Technology 283

CommBox

JUNE 4, 2024

Welcome to the age of AI-powered predictive analytics. AI predictive analytics enables organisations to transform customer service into a proactive, personalised experience. AI-powered predictive analytics enable companies to determine demand and handle their resources effectively.

Predictive Analytics 52

Predictive Analytics AI Artificial Intelligence Structured Data 52

Uniphore

OCTOBER 4, 2021

Watch this webinar to hear Ravi Saraogi, President APAC, Uniphore, share his insights on transforming the customer experience through AI & RPA. He discusses about ‘The Impacts of AI and RPA on the Customer Experience’. Key takeaways from the session: How AI drives predictive analytics and improves customer retention.

AI 100

AI Predictive Analytics Customer Experience Actionable Insights 100

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

SurveySensum

SEPTEMBER 11, 2024

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. So, let’s see what your customers are demanding and how to meet and exceed them. Creating digital experiences at every touchpoint is just not enough.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

ECXO

AUGUST 21, 2024

Become a member now: [link] The Golden Touch in Customer Experience 1. The Midas Touch: Transformative Power King Midas had a unique gift that allowed him to turn everything into gold with a mere touch. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

SugarCRM

OCTOBER 12, 2021

Marketing technology moves fast. Marketing automation and predictive analytics are among those game-changers. The best part about automation, however, is that it has opened the door to predictive analytics in marketing. A Closer Look at Predictive Marketing. Let’s take a look at why that is.

Predictive Analytics 47

Predictive Analytics Data Mining Invoicing CRM 47

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Trendy Customer Experience Management.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Aquire

SEPTEMBER 18, 2021

If you really want to get ahead of your competition, you should have a great customer experience strategy. Customer experience (or CX) is where most companies compete nowadays as product and price have become less important in the eyes of customers. What is a customer experience strategy?

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Can this gap continue indefinitely?

CXM 105

CXM Customer Experience VOC Government 105

Customer Experience Matrix

DECEMBER 16, 2013

Rather than let my precious wisdom go to waste*, I''ll share below what I think will be most important marketing technology trends of 2014. Customer Data Platforms mature. Marketers will have an increasing number of ways to build consolidated, multi-source customer databases without waiting for help from their IT departments.

Predictive Analytics 110

Predictive Analytics Government Technology Technology 110

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 78

Customer Experience Predictive Analytics Close the Loop CX 78

Customer Experience Matrix

APRIL 15, 2015

By that standard, predictive analytics is still far from overcrowded. Marketing automation should select customer treatments for all execution systems; scores should be an input to the marketing automation selections. But, to get back to my point: the technologies to do these things are very different from predictive modeling.

Predictive Analytics 110

Predictive Analytics Engineering Start-ups B2B 110

Hodusoft

OCTOBER 17, 2024

The call center sector is one such industry that can benefit from AI-powered technology. Superior call center technology, which leverages AI and omnichannel communication, enables companies to route incoming calls to the right agents and departments as well as to give faster and superior service to customers.

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Customer Experience Matrix

OCTOBER 24, 2014

Recommendations also draw on a common technology, whether the system is suggesting which products a customer is most likely to buy, which content they are most likely to download, or which offers they are most likely to accept. However, it’s likely that the company will remain small-business-friendly in its approach.

Predictive Analytics 121

Predictive Analytics CRM Healthcare Sales 121

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

TeamSupport

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Technology Social Media Artificial Intelligence 59

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. All of this takes both time and money.

Customer Feedback 110

Customer Feedback Net Promoter Score AI Machine Learning 110

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 105

Customer Service Predictive Analytics AI Artificial Intelligence 105

Customer Think

SEPTEMBER 14, 2023

The allure of artificial intelligence (AI) in streamlining and personalizing the customer journey is well-recognized among business leaders. However, the enthusiasm to embrace this technology is only the beginning, and the real challenge emerges in utilizing AI to enhance customer interactions.

Predictive Analytics 60

Predictive Analytics Artificial Intelligence AI CX 60

TeamSupport

DECEMBER 20, 2023

Provide Proactive Support Anticipating customer needs before they arise is a game-changer in the world of customer support. Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Bottom line: Know your customer better than they know themselves.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Senior service managers should recognize the correlation between employee satisfaction and customer experience.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!) AI can be a worthy partner.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

Execs In The Know

JULY 31, 2024

Industries and markets have steadily become more competitive, challenging Customer Experience (CX) leaders who are constantly seeking innovative solutions to enhance customer satisfaction without hurting their bottom line. AI provides predictive analytics for proactive CX.

Customer Experience Management 52

Customer Experience Management AI Customer Experience Predictive Analytics 52

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67