Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

AI 59

AI Customer Service E-commerce Social Media 59

eglobalis

APRIL 27, 2025

Agentic AI systems are built using large language models (LLMs), natural language processing (NLP), machine learning, and automation frameworks. Rather than being limited to narrow tasks, they analyze context, plan actions, execute steps, and learn from outcomes. They are goal-oriented.

AI 247

AI CX B2B Compliance 247

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. 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.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

ECXO

APRIL 7, 2024

It’s about transforming these ideas into reality, painting the canvas of the customer experience with vibrant colors which I split into 4 categories: innovation, personalization, resilience, and connection. Innovation, spurred by creativity, ensures that businesses do not stagnate.

AI 333

AI CX Artificial Intelligence Predictive Analytics 333

ECXO

APRIL 29, 2024

It’s a fascinating tale of desire, aspiration, and constant innovation. Let’s see… In the beginning, there was the customer. It’s about putting yourself in the customer’s shoes, understanding their pain points, and doing everything you can to address them. Now, let’s talk innovation.

CX 283

CX Innovation Machine Learning Technology 283

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. It’s an innovative approach that’s changing the game in data science and AI development. Here, Lumoa provides text analytics services for numerous stakeholders like customer insights professionals and — also — for product teams.

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Innovation 98

Innovation Customer Service Omnichannel Social Media 98

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Beyond Philosophy

FEBRUARY 20, 2020

However, with using chatbots for customer service, a gap often exists between the language that the user has versus the way that you, as a business, talk about your product or service. Often the words on your website or that you use internally don’t match what customers say when they call in and are describing a problem.

AI 162

AI Innovation Social Media Construction 162

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

Callminer

NOVEMBER 18, 2020

If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. We train our customer service reps to avoid playing off the caller’s emotions…”. You have to have grace under fire in any customer service position, but especially when you only have voice at your disposal.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. There’s an inherent structure and repetition to customer queries that make it highly suitable for AI to enhance efficiency and improve customer satisfaction. Arguably, that’s most of the customer service work.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. As we mentioned earlier, customers know the value of their data. Also use real-time status updates for services / complaints.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Intercom, Inc.

JUNE 19, 2018

In a recent survey of customer support leaders, Aircall, an internet phone system specifically built for online call centers, found that controlling costs was the No. Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

DMG Consulting

MARCH 1, 2019

Innovation Is What Makes Us Great. We have the ability to innovate even if it’s only to fail and start over again and again. And I do appreciate that there is much innovation that comes from other countries as well.) The world of customer service is one of the major beneficiaries of all of this innovation.

Innovation 59

Innovation Artificial Intelligence Machine Learning Social Media 59

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Chatbots can help businesses save up to 30% on their customer service.

AI 96

AI Customer Service B2C Real Estate 96

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 involves the methodologies of machine learning algorithms, statistics, and NLP to decode and categorize emotions expressed in text on a macro level.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. CBCCI vendors have begun to differentiate themselves with their innovative routing capabilities that can optimize the outcome of each interaction. The result is higher sales rates, larger collections and greatly improved customer service.

Contact Center 72

Contact Center Innovation Artificial Intelligence Machine Learning 72

CX Accelerator

APRIL 23, 2019

Since then, a new age of technology has dawned: Machine Learning, AI, and Bots. With these innovations, I am starting to see my desire come to pass. As I learn more about these capabilities, my thoughts naturally gravitate toward my profession, customer service and success.

Innovation 140

Innovation Customer Satisfaction Machine Learning AI 140

ECXO

AUGUST 21, 2024

Learning and Evolving King Midas eventually sought a way to reverse his wish, showing a willingness to learn and change. Similarly, successful customer experience organizations are not static; they constantly evolve. 2. Empathize: Put yourself in the customer’s shoes. Reward innovation and experimentation.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

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. And guess what?

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The cost of customer service is increasing and needs to be reduced. By Donna Fluss. FINAL THOUGHTS.

Customer Service 72

Customer Service Contact Center Artificial Intelligence Machine Learning 72

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

AI 88

AI Customer Service Machine Learning Technology 88

ECXO

MAY 14, 2024

Adaptability and Innovation: H2H encourages businesses to view their operations from a more human-centric lens, leading to innovative solutions tailored to real human needs and desires. This means listening to feedback, providing excellent customer service, and being genuinely interested in the welfare of customers and partners.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

TeamSupport

APRIL 15, 2021

Although this temporarily relieves angry customers, it does not really impress them. There is so much more than just coupons and discounts to fully satisfy a customer’s needs. Technology is making an increasingly significant contribution to customer service. Artificial intelligence (AI) and Machine Learning.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

Intercom, Inc.

DECEMBER 12, 2018

The reasons for this growth – high-velocity economics of software innovation, the migration of money from old media to new media, etc. In 2018, however, there’s finally an alternative to doing this by hand: machine learning. – lie beyond the realms of this article but one thing is clear: this market is HUGE.

Technology 223

Technology Technology B2C B2B 223

Intercom

MARCH 29, 2023

We teamed up once again with Klaus, Aircall, and Support Driven to survey customer service leaders on their key metrics, how they maintain support quality, and where they’re investing in 2023. By using the three tactics mentioned above, teams can focus on providing personalized, fast, and genuine support to their customers.

Customer Service 69

Customer Service Outlook Machine Learning AI 69

Sprinklr

OCTOBER 5, 2021

Here are some of the most common challenges for modern care teams, which are often legacy hangovers from disconnected point solutions: Extended response times when corresponding with customers: often due to multi-departmental coordination with differing systems and processes, making it hard to collaborate across teams.

Machine Learning 119

Machine Learning Compliance Social Media Government 119

CommBox

JULY 1, 2021

Commbox announces one of its most innovative features to date, a cutting-edge WhatsApp Bot-Squad, launched as part of insurance enterprise Clal’s rapidly-growing digital customer service. The WhatsApp Bot-Squad marks a new era in digital customer service,” says Commbox’s co-founder & CEO Eli Israelov.

Omnichannel 98

Omnichannel Machine Learning Social Media AI 98

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Basic NLP uses key phrases such as “refund” or “delayed” to generate responses to customer queries and direct interactions. Customers and Business Leaders Win with Virtual Agents, Too.

ML 72

ML Customer Service AI Sports 72

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Basic NLP uses key phrases such as “refund” or “delayed” to generate responses to customer queries and direct interactions. Customers and Business Leaders Win with Virtual Agents, Too.

ML 72

ML Customer Service AI Sports 72

Intercom

OCTOBER 4, 2023

An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Aquire

SEPTEMBER 21, 2021

Digital transformation happens when companies adopt digital technologies to create innovation, improve business processes, and offer better value to their customers. The situation has left carriers looking towards technology to help them offer the kind of airline customer service that meets expectations in the digital age.

Artificial Intelligence 145

Artificial Intelligence Real Estate Innovation Start-ups 145

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Dealing with the tail impact of the pandemic (?

Innovation 118

Innovation Machine Learning Customer Retention Customer Service 118

Execs In The Know

AUGUST 27, 2024

Americans are more dissatisfied with the customer service they receive than ever before. According to the latest Forrester Customer Experience Index (CX Index™) , this year marks the third consecutive decline in CX quality. These cost-cutting measures intersect with another powerful trend reshaping the industry: the rise of AI.

CX 105

CX AI Contact Center Machine Learning 105

Execs In The Know

APRIL 22, 2024

Innovating with Intent In this new era, transformation is no longer about overhauling systems in monumental, infrequent leaps; it’s about innovating with intent and agility. This approach not only keeps a brand technologically relevant but also deeply attuned to the evolving expectations of customers.

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation CX 98

DMG Consulting

JUNE 11, 2019

This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics. This brings us to our third pillar of AI in service organizations, machine learning (ML).

Contact Center 67

Contact Center AI Machine Learning Artificial Intelligence 67