AWS Machine Learning

MARCH 19, 2025

Its the kind of ambitious mission that excites me, not just because of its bold vision, but because of the incredible technical challenges it presents. Perplexitys innovative approach earned them membership in both AWS Activate and NVIDIA Inceptionflagship programs designed to accelerate startup innovation and success.

Innovation 120

Innovation Healthcare Training Resources 120

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

eglobalis

MARCH 4, 2025

This article explores the latest technologies elevating AI agent capabilities, highlights leading solution providers (from tech giants to startups), examines key gaps where AI still struggles, and presents strategies to integrate human assistance when AI falls short. Startups often lead in cutting-edge AI adoption due to their agility.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

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

NOVEMBER 18, 2024

If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 450

NPS Feedback Net Promoter Score B2C 450

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. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts.

Trends 109

Trends Self Service Omni-Channel Social Media 109

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

Calabrio

FEBRUARY 26, 2021

Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. As a result, Calabrio has been recognized as the winner of the 5th annual Workforce Optimization Innovation Awards.

Analytics 130

Analytics Innovation Contact Center Call Center 130

Comm100

DECEMBER 12, 2023

Omnichannel communication isn’t the future – it’s the present. Proactive customer support, powered by predictive analytics, allows us to anticipate and resolve issues before they escalate. The post Innovate or Stagnate: Top 4 Customer Service Trends for 2024 appeared first on Comm100. Now, it’s about being one step ahead.

Trends 244

Trends Innovation Customer Service Omni-Channel 244

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Cross-Functional Innovation : Employees in flat organizations often have greater exposure to different departments, leading to more diverse ideas and creative problem-solving.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

Thematic

FEBRUARY 19, 2025

Without text analytics, this massive flow of information would be impossible to process. From customer sentiment analysis to fraud detection, text analytics turns raw words into insights. The history of text analytics tells us how far we’ve come, from manual word counts to AI-driven insights. Every day, over 3.5

Analytics 62

Analytics Analysis Study Social Media 62

ECXO

JANUARY 25, 2022

@ThunderheadONE #CX #customerexperience #journeyOrchestration #cxtransformation #cxo #journeymapping #analytics. Ricardo Saltz Gulko. He has extensive expertise in customer relationship management, customer decisions, and self-learning.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. As a result, they improved customer satisfaction and, at the same time, boosted their reputation for innovation. 💡 Pro Tip: Modern text analytics applications can automate the categorization process, making it faster and more accurate. That’s huge!

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

ECXO

OCTOBER 30, 2024

Often, businesses present a plethora of products and services, creating an overwhelming experience. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively. Similarly, in the realm of customer experience, personalization is key.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Limited Spaces Available!

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

NICE inContact

SEPTEMBER 4, 2019

The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing the power of CXone APIs to broadcast SLA performance through Amazon Alexa and other devices. How Omega continues to utilize CXone APIs for innovative integrations and applications.

Travel 193

Travel Contact Center Innovation Analytics 193

ECXO

MAY 27, 2024

By understanding how AI shapes the present and future of enterprise technology, businesses can position themselves to stay ahead, providing seamless customer experiences and unlocking new revenue opportunities. By handling routine tasks, AI helps designers focus on innovation and creativity while ensuring a more efficient process.

Technology 227

Technology Self Service Software Innovation 227

CSM Magazine

NOVEMBER 25, 2024

Utilizing Data Analytics Utilizing data analytics can provide valuable insights into how audiences behave and interact with content. This analytical approach ensures that content resonates with listeners’ interests, leading to a more engaging overall experience.

Innovation 52

Innovation Social Media Entertainment Video 52

Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. Did you know that text analytics at Lumoa are powered by AI? ”AI petri_salo : “ #Innovating with #techstartups may help you find ways to solve bigger and more valuable problems for your customer.” Certainly, yes!

Healthcare 256

Healthcare Customer Centricity Innovation Customers 256

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Our brains are wired to prioritize the present moment, a trait that has been honed over millennia of evolution. Change, even if it is for the better, can be unsettling.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

QuestionPro Audience

JUNE 21, 2017

Typically remote panels of users view ads or products in their homes or offices, then the camera detects facial expressions and then provide what is called “emotional analytics.” These tests are fairly easy to implement by using webcams.

Survey 207

Survey Study Analytics Innovation 207

InMoment XI

JUNE 13, 2024

REPORT InMoment Named a Leader in The Forrester Wave : Text Mining And Analytics Platforms, Q2 2024 Learn how InMoment is pioneering innovative solutions for businesses to extract insights and drive meaningful change from their unstructured text data. Get the Report Why is Text Mining Important?

Social Media 195

Social Media Analysis Analytics Trends 195

InMoment XI

MAY 17, 2024

By harnessing predictive analytics, businesses can unlock value from their customers. Challenges and Opportunities for Businesses Transitioning to the third wave of CX presents both challenges and opportunities for businesses. Both structured and unstructured data play crucial roles in predictive CX.

Loyalty 195

Loyalty Brands Net Promoter Score Omni-Channel 195

ECXO

JUNE 3, 2024

Stagnation and Lack of Innovation: Reliance on routine solutions and a reluctance to explore new or creative approaches. This can stifle innovation and progress, both in personal growth and in organizational or societal contexts. Encourage Innovation: Create an environment where innovative thinking is rewarded.

Gamification 332

Gamification Innovation Infographics Resources 332

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Opportunities for innovation Rocket services over 2.6 This agile methodology allowed them to create space for exploration and innovation.

Analytics 116

Analytics Self Service First Call Resolution Banking 116

AWS Machine Learning

OCTOBER 29, 2024

This post presents a solution where you can upload a recording of your meeting (a feature available in most modern digital communication services such as Amazon Chime ) to a centralized video insights and summarization engine. All of these could save effort and time, enabling you to focus more on value-added activities.

Video 107

Video Sales Analytics Examples 107

InMoment XI

NOVEMBER 20, 2023

With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change. Another way AI is changing the customer experience realm is the detection of customer feedback themes to condense the main issues facing customers and present them back as valuable insights to improve.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success.

Call Center 130

Call Center Measurement Self Service How To 130

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Utilize Advanced Analytics and Customer Feedback Robust customer feedback platforms can streamline gathering and analyzing customer data. This requires a culture of innovation, and customer experience innovation is a known differentiator in the market.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MAY 14, 2022

The truth is, most Nike customers are just like you and me: casual athletes or city dwellers who are drawn to the aura of innovation and inspiration associated with The Swoosh. Your presentation and offering must be in line with their self-concept and aspiration—especially those with the highest lifetime value.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Experience Investigators by 360Connext

JANUARY 14, 2020

If technology could recognize when the learner is frustrated, content could be adapted to present additional information, slow down the pace of instruction, or more. While the tech isn’t quite there yet, the ideas behind it still present interesting questions. The opportunities here are exciting.

Course 244

Course Training Technology Brands 244

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177