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

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. In reality, the quest for the silver bullet in CX is akin to the search for the Holy Grail in medieval legends.

CX 277

CX Innovation Machine Learning Technology 277

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. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

AI 197

AI Sentiment Analysis Contact Center Healthcare 197

ECXO

JULY 10, 2024

In customer experience (CX), metrics like CSAT and CES face similar limitations. Return on Investment (ROI) : Calculates profitability from specific CX investments. Proactive and Predictive Insights Traditional NPS feedback often reflects past interactions, which may lose relevance over time.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

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. The companies setting the standards on analytics are listening, hearing and reacting in real time.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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. The exact same criticism can be made about every metric for everything. In accounting, your Net Operating Profit number tells you nothing about causes.

NPS 424

NPS Customer Feedback Net Promoter Score B2C 424

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

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. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

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

SurveySensum

SEPTEMBER 11, 2024

This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes. So, let’s see what your customers are demanding and how to meet and exceed them.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Customer Think

SEPTEMBER 14, 2023

However, the enthusiasm to embrace this technology is only the beginning, and the real challenge emerges in utilizing AI to enhance customer interactions. The urgency to effectively deploy AI in customer experience (CX) is accentuated by the […]

Predictive Analytics 60

Predictive Analytics Artificial Intelligence AI CX 60

Aquire

DECEMBER 21, 2021

For example, here’s a few readings we came across: The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share , by Dan Gingiss Punk CX , by Adrian Swinscoe It’s About You Too: How to Manage Employee Resistance to Your Diversity Initiatives and Improve Workplace Culture and Profitability , by Lori B.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

CSAT.AI

FEBRUARY 22, 2023

You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. The 2023 Zendesk CX Trends Report reveals customers are becoming more comfortable with being served by AI and companies are investing in it. Which of These Customer Service AI Tools Are You Using?

AI 86

AI Sentiment Analysis CX Predictive Analytics 86

Zendesk

OCTOBER 5, 2022

To boost net retention, software and cloud services companies need scalable CX solutions and they need to shift their way of thinking about customer service. Here are four areas of opportunity for software and cloud services companies who want to transform their CX. That level of personalization requires more powerful technology.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Execs In The Know

MARCH 7, 2025

Its dominating headlines, reshaping industries, and promising to revolutionize customer experience (CX) as we know it. Behind the scenes, CX leaders are grappling with how to cut through the noise, align AI with real business objectives, and drive measurable impact. Whats Driving the Need for AI in CX?

AI 52

AI CX Artificial Intelligence Predictive Analytics 52

Aquire

SEPTEMBER 18, 2021

Customer experience (or CX) is where most companies compete nowadays as product and price have become less important in the eyes of customers. But, a CX strategy doesn’t come naturally — it takes deliberate effort to find what resonates with your target audience and offer them personalized and efficient service. ON-DEMAND WEBINAR.

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Action on survey results by owners of key CX drivers. Calculation of customer lifetime value.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

SurveySensum

MARCH 3, 2025

What is Social Media Text Analytics? Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights. How text analytics helps Keyword & Hashtag Analysis: Identifies trending topics within an industry.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

DMG Consulting

DECEMBER 6, 2022

Influential CX Trends for 2023. This will elevate the importance of delivering an outstanding and personalized customer experience (CX) as organizations position themselves to maintain their profitability and retain their customers. Below are 11 of the most important CX trends for enterprises to plan for and address in 2023.

CX 48

CX Predictive Analytics Contact Center Touchpoint 48

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

SEPTEMBER 28, 2015

Yet, for customer experience (CX) managers in companies, these are the first things on their minds. It is a shift from the micro management of CX as encounters, interactions, experiential events and processes, or case-specific resolution. 3) CX Patterns Move the Needle. 5) CX Momentum for Company Growth. Probably not.

CXM 105

CXM Customer Experience VOC Government 105

SurveySensum

OCTOBER 29, 2024

It Enables Data-Driven Decision-Making : Insights derived from analytics that are backed by numbers and data, enable businesses to make precise and informed decisions regarding staffing, technology investments, training, etc. This ensures that the right resources are in place, making the contact center more effective and streamlined.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

MAY 31, 2024

“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. What is an AI customer experience (CX)? Here’s where you utilize AI for CX yet again.

AI 52

AI CX Customer Experience Sentiment Analysis 52

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 59

Artificial Intelligence Contact Center Omnichannel AI 59

Confirmit

DECEMBER 25, 2018

Everyone in your team is working hard to improve the Customer Experience (CX). Technology? It’s time for CX teams to challenge themselves and their organizations to understand what they need to do to meet the sky-high expectations of CX in 2019. But are your results having the impact you want? If not, why?

CX 40

CX Artificial Intelligence Predictive Analytics Voice of the Customer 40

Retently

NOVEMBER 27, 2024

Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. Predicting Trends and Driving Growth Once you’ve mastered the basics, advanced analytics can take your strategies to the next level.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

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. AI can streamline Workforce Management.

Customer Experience Management 52

Customer Experience Management AI Customer Experience Predictive Analytics 52

Execs In The Know

OCTOBER 15, 2023

Simultaneously, Customer Experience (CX) has become the domain in which companies set themselves apart from their competitors, and the utilization of AI for enhanced Customer Experience has become a critical success factor in today’s dynamic business environment. Both industries however have the same foundation of success.

AI 52

AI Artificial Intelligence CX Compliance 52

SugarCRM

NOVEMBER 24, 2022

This article explores seven ways organizations can harness the speed of technology to quickly bring customer and analytics insights to the surface, drive high-definition customer experiences, and reverse the “Great Customer Resignation.” Get serious about CX processes and data collection.

Technology 40

Technology Technology CRM Predictive Analytics 40

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. In this regard, specific key indicators stand out as crucial focal points for senior service managers aiming for triumph in CX management.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

Execs In The Know

JANUARY 24, 2025

But what does it take to consistently exceed that standard, especially in an era where technology evolves faster than customer expectations? In our latest Brand Spotlight in January’s issue of CX Insight magazine, Ebrahim Hyder, Vice President of Customer Service at Michael Kors, shares how the brand has mastered this balance.

AI 52

AI Customer Experience Artificial Intelligence Predictive Analytics 52

Comm100

DECEMBER 12, 2023

This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Proactive customer support, powered by predictive analytics, allows us to anticipate and resolve issues before they escalate.

Innovation 97

Innovation Customer Service Omnichannel Social Media 97

Fonolo

NOVEMBER 11, 2022

Improved tools and technology. IVR was one of the first automation trends in call centers, but the technology is even more relevant today. Predictive analytics help with staffing and can track and record how things like product rollouts affect call volume. . Higher wages and sales commissions . And you’re right.

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

DMG Consulting

MAY 2, 2021

The challenge is that it will require major changes in procedures and large investments in customer relationship management (CRM) and other operating systems, in addition to artificial intelligence (AI), machine learning and predictive analytics, to automate the handling of an increasing percentage of digital inquiries. .

Contact Center 74

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 74