eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries.

Customer Experience 411

Customer Experience Marketing Chatbots e-support 411

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

Survey 320

Survey Banking NPS Effort Score 320

eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 511

Customer Centricity Strategy B2B Consulting 511

eglobalis

OCTOBER 30, 2024

The Current Landscape AI in the Workplace AI technologies are now integral across virtually every industry. AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems.

Employee Experience 475

Employee Experience Customer Experience Employee Engagement Telecommunications 475

eglobalis

JANUARY 7, 2025

For B2B companies, this methodology can bridge the gap between customer needs and business objectives, leading to innovation in services, products, and experiences. ” Using insights from financial advisors and SME owners, they developed user-friendly analytics tools to assist with budgeting and cash flow projections.

B2B 288

B2B Company Customer Journeys Innovation 288

eglobalis

FEBRUARY 24, 2025

Rather than vanishing, B2B customer experience will become more strategic and combine the power of AI-driven insights with human-led innovation to create exceptional value. These teams support continuous innovation by identifying gaps and driving enhancements, which keeps Azure competitive in the fast-moving cloud market.

B2B 291

B2B Culture Innovation Loyalty 291

eglobalis

FEBRUARY 3, 2025

Predictive Analytics for Proactive Support Predictive analytics powered by AI allows B2B businesses to anticipate customer needs and address issues before they arise. Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

AWS Machine Learning

MARCH 19, 2025

Its inspiring to see how, together, were enabling customers across industries to confidently move AI into production. Perplexitys innovative approach earned them membership in both AWS Activate and NVIDIA Inceptionflagship programs designed to accelerate startup innovation and success. The team achieved 97.1%

Innovation 142

Innovation Healthcare Training Resources 142

eglobalis

DECEMBER 11, 2024

Siemens (Germany): Siemens employs A/B testing and multivariate testing to refine its industrial automation solutions. North America General Electric (USA): GE uses comprehensive experimentation strategies to optimize its industrial products and services.

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

InMoment XI

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. Over the next five years, I worked in the market research industry and found that too many tasks are manual process-rich, as well as subject to human error.

Analytics 370

Analytics Software Tips eBook 370

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Analytics 366

Analytics Customer Insights Data Social Media 366

eglobalis

APRIL 6, 2025

In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. It must transcend product features to incorporate dimensions like risk mitigation, long-term partnerships, innovation, and tailored support.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

eglobalis

MARCH 24, 2025

This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.

Contact Center 326

Contact Center Virtual Agent Chatbots Banking 326

eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Feedback 511

Feedback ROI Innovation B2B 511

eglobalis

MARCH 4, 2025

Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience. Industry-Specific Virtual Assistants (Banking, Healthcare, Retail) AI agents are becoming increasingly specialized to meet industry-specific needs. Startups often lead in cutting-edge AI adoption due to their agility.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . Four Truck Roll Optimization Innovations. Deal with Data Analytics. Yes, they cost a lot. billion devices.

Self Service 207

Self Service Innovation Analytics Transportation 207

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Advanced analytics and machine learning are opening new possibilities in CX transformation. Innovation goes hand-in-hand with continuous improvement.

B2B 339

B2B Customer Journeys How To Effort Score 339

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Financial Return on Investment e-support 78

ECXO

OCTOBER 23, 2024

customer support has become a critical differentiator for organizations across industries. With advanced data analytics capabilities, AI can analyze vast amounts of customer data in real time, identifying patterns and trends that human operators might miss. Customer Service + AI = Customer Success 3.0

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs.

Analytics 195

Analytics Effort Score Social Media Innovation 195

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

InMoment XI

JUNE 28, 2022

Announcement #2: InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022. Our next InMoment announcement covers a report by third-party analyst, Forrester, entitled “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2, 2022.” Forrester Research, Inc.

Analytics 74

Analytics Feedback Report Industry 74

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Why is Predictive Analytics Important?

Analytics 195

Analytics Data Effort Score Social Media 195

InMoment XI

DECEMBER 1, 2022

Experience Improvement is made possible through our industry-leading Experience Intelligence XI technology and our in-house Experience Improvement (XI) services teams. We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more!

Self Service 370

Self Service Analytics Automotive ROI 370

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. For text analytics, it assesses vendors based on a detailed set of criteria to provide a comparative analysis. They are riskier choices but might offer innovative solutions or cost advantages.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

Thematic

MARCH 20, 2025

It’s not luck—it’s text analytics. But text analytics can do this in a breeze. Powered by AI, text analytics help businesses quickly identify what customers love, what frustrates them, and what they want next. Here are seven ways text analytics helps in product development. Want to reduce churn?

Analytics 62

Analytics Social Media Banking Analysis 62

InMoment XI

OCTOBER 30, 2024

As a result, CX is now a major differentiator in the hyper-competitive insurance industry. Commercial insurance customer experience : Commercial clients need customized solutions for their specific industry risks. In an industry where products are often similar across providers, customer experience can be a key differentiator.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

AUGUST 15, 2023

Among the arsenal of tools available to create continuous positive experiences, predictive analytics software and, more specifically, predictive analytics tools stand out as game-changers in not only understanding customer behavior but also in shaping exceptional customer experiences. What Are Predictive Analytics Tools?

Analytics 195

Analytics Tools Customer Experience Retail 195

CSM Magazine

OCTOBER 21, 2024

The outsourcing industry in the Philippines has experienced exponential growth over the past two decades, cementing its reputation as a global leader in customer support services. This article explores how the Philippines is leading the way in customer experience innovation. The industry employs over 1.3

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. With that said, bot-based self-service adoption varies widely across industries, with many industry lagging substantially behind the trend. Outcome : Mixed accuracy.

Trends 109

Trends Self Service Omni-Channel Social Media 109