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 199

AI Sentiment Analysis Contact Center Healthcare 199

Customer Experience Matrix

AUGUST 27, 2015

Predictive analytics vendor Fliptop today announced its acquisition by B2B social network LinkedIn. It's an interesting piece of news but I'm personally disappointed at the timing because I have been planning all week to write a post about the relationship between predictive analytics and account-based marketing (ABM).

Predictive Analytics 108

Predictive Analytics B2B Technology Technology 108

ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. Automated resume screening, AI-powered interviews, and predictive analytics streamline the hiring process, making it faster and more efficient.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

ECXO

JULY 10, 2024

Proactive and Predictive Insights Traditional NPS feedback often reflects past interactions, which may lose relevance over time. Real-time insights and predictive analytics allow businesses to shift from reactive to proactive strategies. Return on Investment (ROI) : Calculates profitability from specific CX investments.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

JULY 26, 2023

Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. Leverage predictive modelling Leveraging predictive models helps you anticipate customer behaviors and preferences.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

eglobalis

JULY 2, 2024

Consequently, real-time insights and predictive analytics render reactive NPS less critical, emphasizing the importance of anticipating and addressing customer needs before they arise. How are advancements in data analytics and real-time feedback influencing your customer experience strategies compared to traditional NPS methodologies?

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. Here are my predictions on how the contact centre will evolve in 2020.

Predictive Analytics 207

Predictive Analytics Unstructured Data Omnichannel Touchpoint 207

ECXO

OCTOBER 7, 2024

You are tasked with reinventing the customer journey, merging technology and human touch to craft seamless, personalized experiences. Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

APRIL 29, 2024

In this quest for the silver bullet, companies have turned to technology. They’ve employed AI, machine learning, and data analytics to gain deeper insights into customer behavior and deliver personalized experiences. While these technologies have indeed revolutionized the field of CX, they are not the silver bullet.

CX 285

CX Innovation Machine Learning Technology 285

CommBox

JUNE 4, 2024

Welcome to the age of AI-powered predictive analytics. AI predictive analytics enables organisations to transform customer service into a proactive, personalised experience. AI-powered predictive analytics enable companies to determine demand and handle their resources effectively. The benefits continue.

Predictive Analytics 52

Predictive Analytics AI Artificial Intelligence Structured Data 52

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 334

AI CX Artificial Intelligence Predictive Analytics 334

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

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 Invoicing CRM 47

DMG Consulting

AUGUST 16, 2022

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line.

Predictive Analytics 48

Predictive Analytics Contact Center Net Promoter Score NPS 48

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 Touchpoint Predictive Analytics 156

SurveySensum

SEPTEMBER 11, 2024

This lack of integrated technology systems leaves 49% of businesses unable to prioritize actions and 38% unable to take any action at all. Predictive Analytics Companies have access to a vast amount of data from multiple sources that enable them to predict customer behavior and outcomes more accurately based on their previous interactions.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Customer Experience Matrix

DECEMBER 16, 2013

Rather than let my precious wisdom go to waste*, I''ll share below what I think will be most important marketing technology trends of 2014. Predictive analytics finally take center stage. 2014 predictions customer management marketing technology marketing trends' Customer Data Platforms mature.

Predictive Analytics 110

Predictive Analytics Government Technology Technology 110

Customer Experience Matrix

APRIL 15, 2015

By that standard, predictive analytics is still far from overcrowded. But there’s a deeper version of this question that asks about the role of predictive analytics within the customer management process itself. But, to get back to my point: the technologies to do these things are very different from predictive modeling.

Predictive Analytics 110

Predictive Analytics Engineering Start-ups B2B 110

ECXO

NOVEMBER 16, 2023

Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale. Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Then ChatGPT happens.

AI 194

AI CX Customer Experience Artificial Intelligence 194

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

Customer Experience Matrix

OCTOBER 24, 2014

Recommendations also draw on a common technology, whether the system is suggesting which products a customer is most likely to buy, which content they are most likely to download, or which offers they are most likely to accept. However, it’s likely that the company will remain small-business-friendly in its approach.

Predictive Analytics 121

Predictive Analytics CRM Healthcare Sales 121

Uniphore

OCTOBER 4, 2021

Key takeaways from the session: How AI drives predictive analytics and improves customer retention. The evolution of voice technology & conversational AI. Watch this webinar to hear Ravi Saraogi, President APAC, Uniphore, share his insights on transforming the customer experience through AI & RPA.

AI 100

AI Predictive Analytics Customer Experience Actionable Insights 100

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 105

Customer Service Predictive Analytics AI Artificial Intelligence 105

Customer Think

MAY 20, 2024

For the customer service industry, companies are using various levels of AI and technology throughout their operations – ranging from predictive analytics, workflow automation, quality assurance and more. Generative AI is rapidly evolving, with large language models (LLMs) communicating and tackling tasks in powerful ways.

AI 75

AI Predictive Analytics Technology Technology 75

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

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 allure of artificial intelligence (AI) in streamlining and personalizing the customer journey is well-recognized among business leaders.

Predictive Analytics 60

Predictive Analytics Artificial Intelligence AI CX 60

Lumoa

NOVEMBER 8, 2017

Luckily, with the help of modern technologies, that should no longer be needed. The most important AI technologies 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.

Customer Feedback 110

Customer Feedback AI Net Promoter Score Machine Learning 110

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

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Technology 52

Technology Technology Predictive Analytics Machine Learning 52

Totango

FEBRUARY 12, 2025

Leverage predictive analytics: Use technology to forecast risks before they escalate. Invest in stakeholder alignment: Regular meetings with key decision-makers ensure mutual understanding of goals and expectations.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

SugarCRM

APRIL 7, 2022

As technology advances, customers have shifted how they make decisions. Now more than ever, companies need the power of data insights and predictive analytics to navigate the new normal. Sales is now a serious cross-business function, driven by technology, data, and innovation. The Buyer Lifecycle.

Technology 52

Technology Technology Sales Predictive Analytics 52

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

Customer Experience Matrix

MARCH 23, 2016

MarTech is unique in its focus on the process of marketing technology management, with sessions covering organizational, staffing, and training issues even more than the technology itself. The spotlight has clearly moved from predictive analytics.

Technology 59

Technology Technology Artificial Intelligence Predictive Analytics 59

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

1 to 1

MAY 26, 2022

Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? Business intelligence and predictive analytics are often used interchangeably to describe tools and methods for utilizing data to make informed decisions. What is predictive analytics?

Predictive Analytics 26

Predictive Analytics Contact Center Data Mining Compliance 26

Totango

SEPTEMBER 30, 2022

Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives. Too many or too few? The tools conundrum.

Finance 95

Finance Artificial Intelligence Predictive Analytics Machine Learning 95

CommBox

JULY 11, 2024

AI technology has made significant progress and increasingly advanced AI applications are changing operations across various industries. In the manufacturing industry, many processes have changed, improving production capabilities through automation, predictive maintenance, and quality control. What’s AI in Customer Service?

Sentiment Analysis 52

Sentiment Analysis AI Artificial Intelligence Predictive Analytics 52