Intercom, Inc.

FEBRUARY 13, 2020

In the omnichannel era we’re now living in, automation is the hook that helps crochet all the threads together. And if you think about AWS, if you think about the rise of cloud data warehousing, that is a big technology change and a big game changer for a lot of companies. about why we shouldn’t fear automation in the workplace.

Unstructured Data 181

Unstructured Data Omnichannel Machine Learning Structured Data 181

Lumoa

FEBRUARY 9, 2023

We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years. Learn from the best.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

JANUARY 8, 2024

To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions. Leveraging data insights isn’t just smart; it’s a total game-changer. That’s where text analysis, or text mining, comes into play.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. omnichannel Omnichannel is a cross-channel sales approach that provides the customer with an integrated customer experience.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Steven Van Belleghem

MAY 19, 2020

I love that the concern for wellbeing and community was on the agenda of a lot of the experts below: with games, quizzes, contests and digital cocktails. Contact centers and customer contact departments are being very creative with non-work-related video conferences, games, quick chats, messaging groups etc. That’s beautiful to see.

Contact Center 52

Contact Center E-commerce Start-ups Innovation 52

PeopleMetrics

APRIL 22, 2025

Lesson #19 Revisited: How AI is Reshaping Omnichannel Feedback Collection AI is making omnichannel feedback more seamless than ever, predicting customer needs and enabling effortless interactions across every platform. Still, the key to success is listening where your customers are.

AI 62

AI VOC Text Analytics NPS 62