Remove Customer Relationship Remove Innovation Remove ML
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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

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. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 424
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IVAs Role in Delivering a Great Service Experience

DMG Consulting

The last 12 – 18 months have seen innovation and what appear to be breakthroughs in the practical applications of natural language understanding (NLU) and AI, which are benefiting the IVA sector. Innovative IVA vendors are applying these advances to their solutions, delivering feature-rich, user-friendly offerings. IVA Trends for 2020.

ML 87
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Current Status of Speech (and Text) Analytics

DMG Consulting

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation.

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Trends shaping The Forrester Wave™: Customer Success Platforms report

Totango

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Enterprises have a better view of how CS efforts, such as prioritizing customer expansion and retention, directly link to revenue.

B2B 98
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How Agentic AI in Auto Finance Will Shake Up the Industry

Lightico

Intermediate AI (OCR + ML, ID Verification , IDP) Key Traits : OCR to process documents automatically, ID verification for compliance, ML-driven data extraction. Conclusion: Accelerating Toward an Autonomous Future Agentic AI isnt just another innovation; it represents a structural shift in how the auto finance industry may function.

Finance 52
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How Can Contact Center AI Change (and Lift) Customer Experience and Engagement?

Ameyo Callversations

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. As a report suggests, AI will power 95% of customer interactions by 2025. – Salesforce.

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Customer-Driven Innovation: Using Feedback to Shape Product Development

SurveySensum

In this article, we’ll share with you the importance of customer feedback for product development and business innovation. The Importance of Customer Feedback for Product Development and Business Innovation First things first, what is customer feedback? Let’s dive right in! Here are five practical tips: 1.