eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. While such statements are often designed to spark discussion, this particular assertion felt both overly simplistic and misaligned with the transformative, continuously evolving role CX plays in business.

B2B 367

B2B Artificial Intelligence AI CX 367

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. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

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. Creativity cultivates connection: In a society driven by technology, human connection has become more crucial than ever.

AI 332

AI CX Artificial Intelligence Predictive Analytics 332

SurveySensum

DECEMBER 27, 2024

Technology makes it all a bit easier these days. Smart Technology That Helps Drive Product Excellence for Your Customers The smart technology solutions you take advantage of not only help develop products that are successful but offer the very best when it comes to customer satisfaction. Lets dive in!

Technology 52

Technology Technology Artificial Intelligence CX 52

Steven Van Belleghem

FEBRUARY 3, 2023

The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. At the end of the day, CX is a 100% human matter. This is not a standalone experience.

Technology 144

Technology Technology CX Machine Learning 144

ECXO

OCTOBER 23, 2024

Through natural language processing (NLP) and machine learning algorithms, AI can comprehend and respond to customer inquiries and concerns with remarkable accuracy and speed. Gone are the days of lengthy wait times or generic responses. The post Customer Service + AI = Customer Success 3.0

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Can you share examples of how your organization has leveraged AI-driven insights or other innovative technologies to enhance customer satisfaction beyond NPS?

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. Investment in technology has been targeted at one or two channels.

Omnichannel 156

Omnichannel B2B Technology Technology 156

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What AI tools Will Improve Contact Center CX? Knowledgeable assistance.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

ECXO

AUGUST 21, 2024

Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. My focus here is to give you some tips on how you can be successful in your CX journey. The ECXO is an open access CX Professional Business Network. And guess what?

CX 156

CX Social Media Touchpoint Predictive Analytics 156

ECXO

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. First, let’s explore some of the ways real-time data can transform your CX.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. Emerging technologies like Artificial Intelligence, Machine Learning, and Intelligent Automation are helping brands not just to thrive but succeed in a post-pandemic world.

AI 130

AI Artificial Intelligence CX Machine Learning 130

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Here are the latest and greatest call center technologies: AI-Powered Voice Biometrics & Analysis. Voice-to-Text.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Uniphore

FEBRUARY 15, 2019

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions.

Technology 100

Technology Technology Artificial Intelligence Machine Learning 100

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). Industry wide, there is now a deeper understanding of CX as a multi-faceted, complex, incredibly important piece in the success (or failure) of any brand. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The lesson?

CX 116

CX Artificial Intelligence Contact Center Machine Learning 116

DMG Consulting

MARCH 13, 2025

March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries.

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Fonolo

FEBRUARY 2, 2021

Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. 3 Crucial CX Trends You Need to Know for 2021. Major Call Center Technology Trends in 2021. 3 Crucial CX Trends You Need to Know for 2021.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Beyond Philosophy

FEBRUARY 20, 2020

To facilitate efficiency, Messina says that a significant advance in chatbot technology is allowing customers to use their language to describe the problem that they’re having or what they’re looking for and programming the chatbot to respond appropriately to their concerns. He says we tend to externalize technology.

AI 162

AI Innovation Social Media Construction 162

Win the Customer

DECEMBER 21, 2024

As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. 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

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

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 121

CX Customer Experience Education Machine Learning 121

Execs In The Know

AUGUST 27, 2024

According to the latest Forrester Customer Experience Index (CX Index™) , this year marks the third consecutive decline in CX quality. The Forrester CX Index is a key metric that evaluates the quality of customer service and loyalty across nearly 500 brands in 14 industries. This year’s average decline was 3.9 set in 2017.

CX 105

CX AI Contact Center Machine Learning 105

Gainsight

JUNE 1, 2022

From Siri and Alexa to TikTok’s For You page, AI is having a huge impact on how people interact with technology. And most of that impact is being driven by machine learning, the most important and popular subfield within AI. Customer Success and Machine Learning: A Perfect Match.

Machine Learning 52

Machine Learning NPS Artificial Intelligence Scorecard 52

Customer Think

JULY 21, 2021

Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic process automation, and many more, there is another topic that currently gets quite some attention. Low code and no code platforms.

Artificial Intelligence 140

Artificial Intelligence Machine Learning CX Technology 140

Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Wednesday, July 24th Artificial Intelligence and Machine Learning. On day 2, we have artificial intelligence and related technology taking center stage. Leveraging Machine Learning in Conversational Analytics.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

The DiJulius Group

JUNE 19, 2024

In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape.

Contact Center 52

Contact Center Technology Technology CX 52

Callminer

MAY 27, 2020

Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind. 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). that can be automated.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Ameyo Callversations

NOVEMBER 23, 2021

The question of how technology affects the future of customer service and support is not an easy one to answer. There’s a strong correlation between the growth of technology and customer expectations, and as technology advances, so do customers’ demands. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Lumoa

NOVEMBER 15, 2017

One of our speakers, Johanna Vesterinen , Xperiencefocus , noticed that many companies collect customer feedback, but fewer and fewer keep going through the CX funnel itself and reach the end. Often, these companies also are using massive questionnaires asking about each aspect of CX.

Machine Learning 113

Machine Learning Artificial Intelligence Customer Feedback CX 113

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). That’s why innovative companies are always on the lookout for new ways to enhance CX and stay ahead of the curve. And guess what? Science says yes.

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner founded TRAP LAB (Technology Race and Prejudice LAB) intending to expose the inherent biases about race and racism that have mixed into the foundations of marketing, market places, consumer technology, and market research.

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

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. It happens by design.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Ameyo Callversations

OCTOBER 22, 2021

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. Delivering exceptional personalized experiences with Conversational AI is the need of an hour to offer and build more intelligent CX.

AI 98

AI CX Artificial Intelligence Touchpoint 98

Fonolo

JUNE 14, 2018

Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. Achieving a top CX strategy is an integral part of this journey, and remains the number one priority for companies across the globe. In the CX game, similar principles apply.

CX 90

CX Gaming Artificial Intelligence Social Media 90

Customer Think

AUGUST 28, 2023

And today, healthcare is pushing new frontiers with AI and machine learning, robotics, distance care technologies, and more. But beyond these amazing disruptive technologies and their potential, another human-centered area has become a make-or-break factor for healthcare organizations. […]

Healthcare 59

Healthcare Technology Technology Machine Learning 59