Comm100

OCTOBER 13, 2024

Generative AI is Revolutionizing Player Support What was once a buzzword is now a core component of how companies engage with players. Today’s players want quicker, more efficient service, requiring companies to focus on methods to reduce wait times, whether it’s through AI-powered chatbots or in-app messaging.

Self Service 130

Self Service Chatbots Social Media Wait Times 130

Experience Investigators by 360Connext

JULY 9, 2024

Curious about how AI can elevate customer engagement and productivity? We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch.

Fashion 284

Fashion B2C Hotels Insurance 284

InMoment XI

JANUARY 9, 2024

When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

DECEMBER 18, 2024

Companies leveraging omnichannel engagement retain 89% of their customers. Chatbots and virtual assistants rely on their knowledge bases to respond to or escalate customer queries. For example, a chatbot can update its knowledge base after encountering a new query. 39 Call Centre Statistics You Need to Know in 2024 ( [link] ).

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 23, 2024

With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Regular communication helps build trust and keeps customers engaged with your services. Leverage and emphasize community engagement. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

ShepHyken

DECEMBER 22, 2024

A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. My Comment: An automated customer service experience can be a good one.

Customer Service 76

Customer Service Self Service Social Media Contact Center 76

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged.

B2B 339

B2B Customer Journeys How To Effort Score 339

ShepHyken

OCTOBER 27, 2024

My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. Engage, Delete, Ignore or Snub?

Customer Service 79

Customer Service Social Media B2B Chatbots 79

AWS Machine Learning

DECEMBER 11, 2024

Introducing Field Advisor In April 2024, we launched our AI sales assistant, which we call Field Advisor, making it available to AWS employees in the Sales, Marketing, and Global Services organization, powered by Amazon Q Business. We deliver our chatbot experience through a custom web frontend, as well as through a Slack application.

Sales 95

Sales Customer Engagement Engagement Knowledge Base 95

DCX

OCTOBER 20, 2024

Zoom in: Amazon launched Rufus, a chatbot, in early 2024. Chatbots that start recommending stuff on their own based on your habits, which is a big move towards full-on personal shopping AI. Valuable lessons for anyone looking to boost customer engagement with AI. The next step?

Video 52

Video Chatbots Customer Centricity Roadmap 52

DCX

OCTOBER 20, 2024

Zoom in: Amazon launched Rufus, a chatbot, in early 2024. Chatbots that start recommending stuff on their own based on your habits, which is a big move towards full-on personal shopping AI. Valuable lessons for anyone looking to boost customer engagement with AI. The next step?

Video 52

Video Chatbots Customer Centricity Roadmap 52

Comm100

FEBRUARY 12, 2025

Samfiru Tumarkin (ST) Lawyers Simplifying Workflows and Scaling Growth Samfiru Tumarkin Lawyers moved from LivePerson to Comm100 in 2024. It has been focused on integrating AI chatbots and agent assist features to modernize service delivery this year.

Connections 130

Connections Roadmap Chatbots Trends 130

CSM Magazine

JANUARY 15, 2025

One of the hottest topics in 2024 was AI and its influence on nearly every industry. While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. Who will be fixing the issues related to AI and chatbots?

Chatbots 52

Chatbots e-support Multi-Channel Banking 52

ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. Wishing you a joyful Christmas and a Hanukkah full of light!

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ShepHyken

NOVEMBER 14, 2024

He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. Enhancing Customer Engagement with Agent Assist and Bots AI isn’t only improving internal processes; it’s also changing how businesses engage with customers.

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

TechSee

OCTOBER 2, 2024

At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies.

Chatbots 136

Chatbots How To Video Interaction 136

SurveySensum

OCTOBER 31, 2024

Are you creating customer engagement in a digital world? If you want to discover the answers, then let’s dive deep into an important aspect of customer experience strategy – digital customer engagement. What is Digital Customer Engagement? However, how is it different from traditional customer engagement?

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

AWS Machine Learning

DECEMBER 12, 2024

On November 21, 2024, Amazon Q Business launched support for tabular search, which you can use to extract answers from tables embedded in documents ingested in Amazon Q Business. Amazon Q Business applications created on or after November 21, 2024, will automatically benefit from the new capability. Sapna Maheshwari is a Sr.

Comparison 90

Comparison Insurance Conference Travel 90

DCX

DECEMBER 1, 2024

If your brand’s doing the same things as everyone else—same chatbots, same perks, same emails—why should customers care? Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected. Call to action: Take a hard look at your CX strategy.

Fashion 52

Fashion Culture Trends Connections 52

Team Support

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Whether it's email, live chat, telephone support, or online forms, providing consistent and integrated support across these channels is crucial. Ready to help your team crush its 2024 objectives? Needless to say, the stakes are high.

Omni-Channel 108

Omni-Channel Social Media Training Customer Satisfaction 108

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. They’re engaging with hotels from any number of channels, including web browsers, mobile apps, messaging channels, social media, and review sites—among others. They expect instant engagement—any time of day.

Hotels 195

Hotels Guest Experience Travel Social Media 195

NobelBiz

JANUARY 3, 2024

In 2024, several key trends are set to redefine the landscape of these centers. Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

Calabrio

MARCH 5, 2025

This includes building knowledge bases, participating in training, and proactively engaging with customers. However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%. Successfully resolving customer issues on the first attempt boosts agent morale and job satisfaction.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

FEBRUARY 9, 2024

Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. Recently, they’ve started spending more time on the business’ website and engaging on social media.

Automotive 195

Automotive Customer Journeys Chatbots Ecommerce 195

DCX

DECEMBER 29, 2024

Are you making it engaging or just dumping numbers on them? When you consider how you make customers feel—or whether your brand aligns with their values—you're engaging with philosophical principles. Who doesn’t love a little tailored advice? How are you showing customer feedback to your team?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Very Best Service

DECEMBER 3, 2024

Here are a few key AI-powered innovations: Chatbots and Virtual Assistants: AI-powered chatbots and virtual assistants like Sephora's Beauty Advisor can handle routine customer inquiries, freeing up human agents to focus on more complex issues. Prepared with the help of Gemini - prompted 3rd December 2024

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

ECXO

JULY 26, 2023

Quickly identify upsell and cross-sell opportunities 22(1) Set real-time triggers to engage customers at the right moment. Real-time intelligence helps you prevent issues escalating, and identify opportunities to engage. In 2024 we are launching our education program. On a different channel. Find out more here.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. As the example above shows, in-person interactions don’t guarantee positive customer engagement via a personalized experience.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. From writing product descriptions to automating customer support queries with chatbots, the opportunities to implement AI are limitless.

Ecommerce 93

Ecommerce Retail Trends Social Media 93

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Automated services like chatbots allow customers to schedule their own self-service appointments.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

CSM Magazine

JANUARY 8, 2025

billion, and projections for 2024 point to a market size of USD 1.95 AI-powered chatbots and assistants dont have the same limitations as human workers: They can work 24/7, always providing consistent responses. This means that these chatbots must also count on solid data security systems to protect users information.

Interaction 52

Interaction Customer Service Chatbots Call Center 52

Experience Investigators by 360Connext

JANUARY 23, 2024

Over-Reliance on Chatbots While AI and chatbots are absolutely critical to your overall customer experience strategy, over-relying on them at the cost of human interaction can be detrimental. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

CSM Magazine

OCTOBER 23, 2024

Leveraging sentiment analysis, our virtual assistant doesn’t just respond; it engages in a way that makes customers feel heard, ensuring seamless transitions between human agents and AI, while addressing customer concerns with empathy. I wasn’t just pitching products—I was listening, adapting, and empathizing.

Sales 52

Sales Customer Service Contact Center Chatbots 52

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. There’s much common ground—especially around use cases in the contact center.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

CSM Magazine

NOVEMBER 14, 2024

Personalization and Customer Engagement Personalization takes the user experience from generic to dynamic. This personal touch not only engages customers but makes them feel valued and understood. Chatbots and AI Support Incorporating AI in customer service app s automates responses to common inquiries, providing instant support.

Financial 52

Financial Customer Service Banking Chatbots 52

Kayako

APRIL 1, 2022

billion in sales by 2024. For example, use a chatbot that detects when a customer has a hard time logging in or with a payment portal. Personalization provides the “human touch” that helps reach conversion goals such as sales and upselling, higher engagement, customer retention, brand loyalty, and increased customer satisfaction.

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

inQuba

FEBRUARY 11, 2025

The end of 2024 is upon us. With the developments of AI, and reflecting on the very poor experiences that customers have had with Chatbots, it begs the question, why havent we seen dramatically better implementations of AI to service and guide customers? Contrast that with a typical interaction with a Website chatbot.

Customer Journeys 52

Customer Journeys Chief Customer Officer Chatbots Interaction 52