Trending Articles

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The Symbiosis of Algorithms, CX and Experimentation: Redefining Tech and Biotech B2B Design

eglobalis

The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.

B2B 307
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Addressing AI Hallucinations for Improved Business Performance

InMoment XI

Think about the last time you asked ChatGPT a fairly simple question but got an unexpected response. Perhaps it provided a factually incorrect statement or just misunderstood your prompt. The result is described as a “hallucination”, a growing concern for businesses using AI systems. What is an AI hallucination? An AI hallucination occurs when an AI system produces false or misleading results as facts.

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Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.

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Benefits of Virtual Fitting Rooms for Ecommerce CX

Retently

Shopping online is more than just convenient – it’s the new normal. But as ecommerce grows, so do customer expectations. Today’s shoppers aren’t just looking for products; they’re looking for experiences. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success.

Retail 154
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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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[Experience Action Podcast] Mission and Vision in CX Strategy

Experience Investigators by 360Connext

If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.

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The Power of Customer Behavior Analysis

InMoment XI

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

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How To Start Using AI-Powered Sentiment Analysis

Thematic

AI sentiment analysis helps you decode the human emotion in text. It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.

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2024 Assegai Awards

inQuba

inQuba Celebrates Success at the 2024 Assegai Awards with 4 Strategic Wins. inQuba proudly celebrates its success at the 2024 Assegai Awards, earning recognition across four prestigious categories. These wins highlight inQuba’s innovative approach to journey management and its unwavering commitment to driving meaningful customer engagement and business transformation. inQuba is proud to announce its remarkable achievement at the prestigious Assegai Awards, where the company was honored with four

2024 52
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CommBox Secures $15M Investment, Prioritizing AI in Customer Experience

CSM Magazine

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Guest Post: The AI Revolution in Customer and Employee Experience

ShepHyken

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees.

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Social Listening Tools to Understand Customers & Improve Experiences

InMoment XI

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. From simple reviews to detailed threads, there is a lot of online activity from individuals worldwide. Some of this activity could be relevant to your brand and industry. It could be an Instagram Story featuring your product or a post complaining about your recent update.

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Customer Sentiment: How To Analyze & Improve

Thematic

Analyzing customer sentiment helps you understand what your customers want, need, and feel. It can help you create better products, refine the customer experience, and boost brand loyalty. Organizations who understand their customers can make data-driven decisions that actually meet their needs. Yet understanding how to correctly analyze your customer feedback comes with its own set of challenges.

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State of AI for agencies in 2024: Trends, applications, and how to lead the way

BirdEye

Artificial Intelligence (AI) is not a buzzword anymore—it’s reshaping the way agencies operate, innovate, and deliver value. AI is quickly becoming essential for agencies that want to stay competitive and truly connect with their clients. However, with so many changes happening around AI, many agencies are still figuring out the best way to utilize it effectively.

2024 52
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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Hitting the Jackpot with Service: How Casinos Keep Players Coming Back for More

CSM Magazine

In the context of the highly competitive gambling industry, the provision of exemplary customer service has evolved from being a mere desirable attribute to a crucial imperative. It can be reasonably deduced that casinos which prioritise customer satisfaction are more likely to attract and retain players, particularly those who are willing to place high-value bets.

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ChurnZero named a Leader in the 2024 Gartner® Magic Quadrant™ for Customer Success Management Platforms

ChurnZero

The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health.

2024 52
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Churn Prediction: How to Predict It for Customer Retention

InMoment XI

Did you know that U.S. companies could save over $35 billion annually by satisfying existing customers? Understanding why customers want to leave can help you retain them and reduce acquisition costs. But, how do you identify customers at risk of leaving? You could guess based on their activity, but that would be ineffective. Instead, you need to leverage churn prediction to learn why customers may leave and what you can do about it.

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Celebrating Our 2024 Pulse Europe GameChanger Award Winners!

Gainsight

Every year at Pulse Europe , we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers. Without further ado, put your hands together for this year’s Pulse Europe GameChanger Award Winners! [Insert Photo from Awards] The Architect : Odido, Jason de Krijger The Architect Award recognizes the individual or team that has gone above and beyond to build a thriv

2024 52
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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12 best social media AI tools: Find the right one for you

BirdEye

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week. This guide breaks down the essential AI tools you need and shows you exactly how to use them.

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Top 7 Customer Service Tips for Loan Providers

CSM Magazine

In today’s fiercely competitive market, loan providers that go beyond mere transactions to build genuine connections with their clients will soar above the rest. Picture yourself stepping into a loan provider’s office with a mix of hope and apprehension. You’re on a quest to fulfill a dream—perhaps buying your first home or expanding your small business.

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Optimove Insights: October iGaming Pulse Snapshot – U.S. New Player Growth Soars 70% YoY 

Optimove

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights is the analytical and research arm of Optimove, the #1 CRM Marketing Solution for iGaming and Sports Betting. For iGaming operators, Optimove Insights’ Pulse Snapshot reveals how peak sports events shape betting patterns and player behavior, which is essential for retention and growth.

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Transform Open-End Analysis into Precise Results with Theme Extractor 2.0 and Ask Ascribe

Ascribe

Market researchers and data analysts are constantly looking for faster and more efficient ways to analyze and extract actionable insights from vast amounts of open-end feedback. The launch of Theme Extractor 2.0 and Ask Ascribe marks a major leap forward in open-end analysis, equipping organizations with advanced tools that offer exceptional speed, precision, and depth of insight.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Pulse Europe 2024 Day 1 Recap: A Journey Into the Future of Customer Success

Gainsight

Welcome to the first day of Pulse Europe 2024 , Gainsight’s annual conference held at the beautiful RAI Amsterdam. This year, thousands of customer success professionals gathered from around the globe to connect, learn, and share insights about the evolving landscape of customer success in an era increasingly defined by technology and artificial intelligence.

2024 52
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AI in property management: How GenAI is transforming the future of operations

BirdEye

Managing multiple properties comes with unique challenges – coordinating maintenance across locations and ensuring consistent tenant satisfaction. As tenant expectations evolve and property portfolios grow, traditional management methods often fall short. Artificial Intelligence (AI) revolutionizes how property managers handle these daily complexities.

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To Raise the Quality of Your CX, Start With Your Communications Infrastructure

CSM Magazine

A fresh wave of enterprise-grade tools are helping businesses keep customers happy. Scott Yelton, senior director of product development for Windstream Enterprise, takes a closer look. Not long ago, analysts at PwC provided their simple formula for businesses to grow revenue and build loyalty with customers: “ Experience is everything. Get it right. ” While they may understand that formula, plenty of companies across a broad range of industries don’t appear to be following it.

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How AI-Orchestrated Gamification Is Changing the Game in iGaming

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: Successful iGaming brands craft moments of excitement that go beyond bonuses. While gamification alone promises to deliver this, the magic happens when game-like elements meet AI solutions to create highly personalized, dynamic, and unforgettable experiences for each player. This isn’t about adding game elements—it’s about delivering the right ones to the right players at the perfect moment.

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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.