Adrian Swinscoe

JANUARY 20, 2025

This is a guest post bySatish Barot, Co-founder and CTO at Klearcom Lets face itcalling customer service is often a frustrating experience. Long wait times, endless [] The post How GenAI can transform call center IVR systems without losing the human touch first appeared on Adrian Swinscoe.

Customer Service 213

Customer Service Artificial Intelligence AI Customer Experience 213

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Machine learning allowed businesses to analyze thousands (or even millions) of comments, uncover trends, and act.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118

Intercom

JANUARY 20, 2025

In fintech , every customer interaction counts. When it comes to dealing with peoples savings, credit, and investments, trust is of paramount importance. The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91

SurveySensum

JANUARY 20, 2025

From social media reviews to survey responses, customer data is everywhere. But heres the real question: are you making the most of it? With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

Execs In The Know

JANUARY 20, 2025

Customer expectations have evolved. Theyre no longer satisfied with good enough experiences. Today, they expect seamless interactions, personalized touchpoints, and human-centered service whether theyre scrolling through social media, chatting with a bot, or walking into your store. Every interaction is an opportunity to build loyalty or lose it. So, how do brands keep up?

Customer Journey Map 52

Customer Journey Map Social Media Touchpoint Actionable Insights 52

CX Network

JANUARY 20, 2025

With nearly one in three customers viewing their energy provider as a leading brand, there is much to learn about how this critical industry uses omnichannel to

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Omnichannel Customer Relationship 52