ECXO

AUGUST 21, 2024

Successful organizations strike a balance between technology and human interaction to ensure a holistic and enriching customer journey. They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. This adaptability and commitment to growth are what set them apart.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

ECXO

APRIL 7, 2024

Creativity cultivates connection: In a society driven by technology, human connection has become more crucial than ever. AI, with its predictive analytics, can help businesses stay ahead of the curve, anticipating future trends and customer needs. AI, with its predictive analytics, anticipates the future needs of the customer.

AI 332

AI CX Artificial Intelligence Predictive Analytics 332

Sprinklr

OCTOBER 20, 2021

When you think about your brand’s social media strategy, what comes to mind? Is it about listening to what your customers are saying about your brand on social media? Social media is now ubiquitous to the customer experience. Learn more about Sprinklr’s AI-powered social listening tool.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

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

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. For instance, if your social media ads perform better than email campaigns, double down on social.

Sales 148

Sales Social Media Predictive Analytics Customer Acquisition 148

C3Centricity

AUGUST 15, 2023

Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks […] The post Providing Amazing Customer Journeys by Leveraging the Power of Technology first appeared on c3centricity.

Technology 118

Technology Technology Predictive Analytics Social Media 118

SurveySensum

SEPTEMBER 11, 2024

Let’s start with, Customer Journey Analytics : In comparison to surveys that focus solely on isolated touchpoints, customer journey analytics will help you examine the entire customer journey across multiple channels and interactions, providing you with a holistic view of customer sentiments.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

SugarCRM

OCTOBER 12, 2021

Marketing technology moves fast. Marketing automation and predictive analytics are among those game-changers. The best part about automation, however, is that it has opened the door to predictive analytics in marketing. A Closer Look at Predictive Marketing. Let’s take a look at why that is.

Predictive Analytics 47

Predictive Analytics Data Mining CRM Invoicing 47

TeamSupport

JANUARY 9, 2024

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

Technology 59

Technology Technology Artificial Intelligence Social Media 59

Comm100

APRIL 10, 2024

With proper application, this integration: Provides a greater customer experience Delivers a personalized service that can boost customer retention rates Reduces staff burnout Another key benefit of using AI in customer service is the ability to better understand and predict the needs of the customer to address their concerns almost instantaneously.

Customer Service 104

Customer Service Predictive Analytics AI Artificial Intelligence 104

Hodusoft

NOVEMBER 24, 2021

Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. These metrics are transformed into meaningful feedback that can help in decision-making by call centers using data analytics tools.

Social Media 105

Social Media Artificial Intelligence CRM Omnichannel 105

TeamSupport

DECEMBER 20, 2023

Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

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. Social Media You might be wondering why social media is on the list.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. Real-Time Analytics Use advanced analytics tools to process and interpret data in real time, enabling dynamic personalization during customer interactions.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

TeamSupport

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

Comm100

DECEMBER 12, 2023

With a suite of automation software, from Gen AI to AI voice bots – combined with live chat, email, SMS, social media and more – organizations deliver the perfect balance of human and bot engagement that increases capacity while enhancing CX. However, disconnected channels create disconnected communication.

Innovation 97

Innovation Customer Service Omnichannel Social Media 97

Aquire

SEPTEMBER 18, 2021

Then try to find the answer to these questions: What technology, people or processes do we need? Steve Jobs was an advocate of “beginning with the customer experience and working backward to the technology”. Practice social listening. Social media is where customers are usually the most honest and vocal.

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

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

Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Senior service managers should leverage CSAT scores to pinpoint areas for improvement, guiding initiatives to enhance satisfaction across touchpoints.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Predictive Analytics Customer Experience 69

Aquire

DECEMBER 21, 2021

There’s so much intriguing tech to look into, such as: Artificial intelligence and chatbots Augmented reality and virtual reality Voice and visual search tools Artificial design intelligence Predictive analytics Cobrowsing technology Internet of Things (IoT). Giveup : Quit data silos. Time to change some minds.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? It's simple.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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. And how well do they compensate for what's missing in seeing the full picture?

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. Moreover, the operation of such complex contact centers is supported by technology. Importance of Contact Center Technology Stack. The simple answer is no.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Retently

APRIL 5, 2024

Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. However, with technological advancements, now most companies operate in both spaces: in-store and online.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Bill Quiseng

MAY 8, 2017

The year was 1987, a time when technology was advancing at a tremendous pace. New technologies are shaping the world around us, and small businesses have a tremendous opportunity to capitalize on these advancements. As the technological complexity of customer relationships evolve, so must our approaches to them. Enter 2017.

CRM 83

CRM Predictive Analytics Customer Relationship Management Social Media 83

DMG Consulting

MAY 2, 2021

Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat, SMS, messaging, social media, etc.), they become much easier to automate. Customers expect companies to provide them with effective self-service tools in all voice and digital channels.).

Contact Center 74

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 74

1 to 1

APRIL 23, 2014

Since its inception, social media has evolved to become one of the greatest tools in the modern marketer''s arsenal. But, while companies use this emerging medium to disseminate brand messaging and conduct customer service, individual consumers use social media as their personal mouthpiece, sounding off about whatever''s on their mind.

Social Media 41

Social Media Predictive Analytics Technology Technology 41

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Execs In The Know

MARCH 7, 2025

The truth is, AI adoption isnt about simply implementing the latest technology its about building a strategy that solves real-world problems and delivers value at every stage of the customer journey. The rapid evolution of social media as a CX channel. The answer lies in the gap between whats possible and whats practical.

AI 52

AI CX Artificial Intelligence Predictive Analytics 52

DMG Consulting

FEBRUARY 25, 2019

To be sure, speech analytics has leveraged core AI technologies—natural language processing (NLP), natural language understanding (NLU), neural networks—to varying degrees for years, so many speech analytics vendors are justifiably calling what they do a form of AI. Customer Journey Analytics: Speech Is Along for the Ride.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

ClearAction

SEPTEMBER 28, 2015

If they're participating in a survey or in social media or anything else we can be grateful for that generosity. It is a shift from silo management of VoC, references, predictive analytics, loyalty management, user experience design, customer service, and other facets of CXM. customer listening posts).

CXM 105

CXM Customer Experience VOC Government 105

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Medallia integrates with a wide range of data sources such as CRM systems, social media, contact centers and many more. All three platforms are suitable for enterprises with large data sources.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Lumoa

JANUARY 11, 2022

Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. Indeed, already now CX software is on the rise, with AI and predictive analytics in most demand and 31% of organizations have already invested in technology like AI to outpace the competition.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

DMG Consulting

APRIL 11, 2022

Surveying applications can work in two ways – by directly soliciting feedback through omni-channel surveys and/or passively analyzing voice and text-based interactions, social media posts, online reviews, customer/employee forums, etc.

VOE 48

VOE Artificial Intelligence Predictive Analytics Social Media 48

VOZIQ

NOVEMBER 20, 2023

To light your way, this month’s edition highlights a few thought-provoking content pieces that delve into the realms of generative AI, predictive analytics, and other strategies that are poised to reshape the landscape of recurring revenue businesses.

Predictive Analytics 52

Predictive Analytics Customer Retention Social Media AI 52