Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. But I am not against monitoring social media or using it as a responsive customer service channel. But I am not against monitoring social media or using it as a responsive customer service channel. Their customers build it for them via their raves on social media.

Social Media 167

Social Media Customer Service Education Legal 167

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 434

Customer Experience Social Media Predictive Analytics AI 434

Intercom, Inc.

MARCH 8, 2018

In a time where buyer behavior has rendered cold calling nearly obsolete, successful sales prospecting begins with using tools like live chat and social media to build relationships. At LinkedIn, I launched the social selling business and brought LinkedIn Sales Navigator to market. The foundations of social selling.

Social Media 186

Social Media Sales Start-ups B2B 186

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Technology 243

Technology Technology Social Media Start-ups 243

Adrian Swinscoe

APRIL 6, 2022

Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […].

Social Media 190

Social Media AI Technology Technology 190

ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. One of the other ways social media changed our lives is in how we interact with brands. It describes how we interact with brands over several different channels in various ways, including social media. Humanizing brands is the future of social media.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. The reasons for this growth – high-velocity economics of software innovation, the migration of money from old media to new media, etc.

Technology 223

Technology Technology B2C B2B 223

eglobalis

JUNE 27, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Continuous monitoring and adaptation are crucial.

Customer Experience 460

Customer Experience VOC Net Promoter Score Government 460

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. AI-powered sentiment analysis tools can analyze customer interactions, such as emails, chat logs, and social media posts, to determine the sentiment behind their messages.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Customer Think

OCTOBER 10, 2023

Social media platforms have become the epicenter of communication, opinion-sharing, and customer interaction. With millions of users expressing their thoughts and feelings on various topics every day, social media has evolved into a treasure trove of unfiltered, real-time data.

Social Media 121

Social Media Sentiment Analysis AI Technology 121

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

JULY 29, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Continuous monitoring and adaptation are crucial.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Transforming customer experience in a B2B organization is as much about changing mindsets and behaviours as it is about new processes or technologies.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

OCTOBER 30, 2024

This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement. From countless product reviews to social media opinions, the sheer volume of information can be overwhelming and lead to decision fatigue. Clear and concise communication is critical.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

eglobalis

SEPTEMBER 5, 2024

Additionally, I’ll share my personal experience working with technology companies and how this approach is particularly beneficial in today’s rapidly evolving landscape. Social Media Sentiment Tracks sentiment expressed about your brand on social platforms.

Net Promoter Score 429

Net Promoter Score CX NPS VOC 429

ECXO

MARCH 6, 2025

From business and activism to media and technology, these women continue to break barriers and shape a future of equality, inclusion, and justice. Now based in Europe, she devotes herself to creating content that explains the reality of Israel and challenges widespread misconceptions, reaching millions across social media.

Education 195

Education Non-Profits Innovation Social Media 195

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. Investment in technology has been targeted at one or two channels.

Omnichannel 156

Omnichannel B2B Technology Technology 156

eglobalis

JULY 2, 2024

By embracing a diverse array of metrics and leveraging cutting-edge technologies such as artificial intelligence (AI) and machine learning (ML), businesses can obtain a more comprehensive and nuanced understanding of customer sentiment and other important facts.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

Callminer

FEBRUARY 19, 2020

From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

ECXO

JUNE 19, 2024

By analyzing social media posts, product reviews, and other user-generated content, AI can identify patterns and sentiments that inform the design process. Future Trends and Opportunities Advancements in AI Technology The field of AI is continuously evolving, with new advancements and capabilities emerging regularly.

AI 386

AI Customer Experience Legal Manufacturing 386

Intercom, Inc.

AUGUST 13, 2020

Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. This shift from a broadcast to a conversational mindset, and technology’s role in that transition, is exactly what Sprinklr has bet on for the last decade. As she explains it: .

Social Media 209

Social Media AI Sales B2B 209

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

Uniphore

JUNE 22, 2021

You listen to your customers on social media. They have made your call center a glass house on social media. If you’re a customer experience leader charged with testing the potential of innovative technologies, first listen to your front office staff. Do you listen to your customer service employees?

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Impossible expectations. Even more impressive are the solution’s impact on CX and EX.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Uniphore

JULY 23, 2021

They have made your call center a glass house on social media. This includes giving them the technology to quickly access the knowledge they need and to simplify the increasing complexity of their jobs. Here’s how employee disengagement is hurting contact center CX and what you can do to motivate your agents again.

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Beyond Philosophy

FEBRUARY 21, 2020

One area that we see interesting applications of AI Technology is the brand personification and social media management. Conversational Commerce is a way to describe how customers interact with brands on social media and other channels to move them through the sales cycle.

Social Media 158

Social Media Artificial Intelligence AI Technology 158

The DiJulius Group

MARCH 4, 2025

Today, too many companies think they are in a race to evolve their customer experience from costly human interactions to technology like self-check-in/out, apps, kiosks, social media, and online support. Your CX (Customer Experience) is always on stage.

Customer Experience 76

Customer Experience Social Media CX Technology 76

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

AI 166

AI Social Media Artificial Intelligence CX 166

Uniphore

JULY 10, 2021

As principal analyst at Contact Center Week’s Customer Management practice, Brian leads all research and advisory endeavors related to artificial intelligence, contact center technology, business analytics, customer experience strategy, and social media.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. You can embody what your company is about with your responses on social media platforms.

AI 162

AI Innovation Social Media Construction 162

CX Accelerator

OCTOBER 21, 2019

Social media is a goldmine for CX professionals for so many reasons. But in truth, social media can become pretty overwhelming pretty quickly. But in truth, social media can become pretty overwhelming pretty quickly. application for managing social media. Three of my favorite benefits?

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

Win the Customer

NOVEMBER 20, 2024

Leverage Technology: Use technology to gather customer feedback and analyze customer sentiment. The Role of Technology in Empathy While technology can sometimes distance us from human connection, it can also be used to enhance empathy.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

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

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