eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

Lumoa

FEBRUARY 6, 2018

Also, new tech solutions such as AI and machine learning have been getting a lot of attention. But if not applied within a strong operational CX framework, technology can distract and actually move leadership and employees farther away from understand customer emotions, motivations, and expectations. And why not?

CX 121

CX Customer Experience Education Machine Learning 121

Intercom

OCTOBER 4, 2023

Prior to the release of AI-powered bots, automated resolution rate would consist of queries that were resolved by simple bots, or more advanced models built on machine learning, such as Custom Answers for Fin (formerly Resolution Bot). This scoring system can be reflected in a “QA scorecard,” and is unique to each support team.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Lumoa

OCTOBER 31, 2018

Aggressive action will be required for many organizations – business model changes, more extensive rigor on digital enablement, acute awareness of customer behaviour in the market and knowledge of ever changing impacts on organizations (i.e. data security, gig economy, AI, machine learning).” And why not?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60