Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Keep contact center KPIs simple Information overload is a very real risk when leveraging data and analytics.

Contact Center 52

Contact Center Analytics Report Data 52

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

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. Experiment with new approaches to exceed customer expectations.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

JANUARY 21, 2025

They use text analytics ! So, what is text analytics? Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics powered by Natural Language Processing (NLP) and Artificial Intelligence (AI) is the answer. billion by 2030.

Analytics 62

Analytics Data Social Media Analysis 62

NICE inContact

SEPTEMBER 4, 2019

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. Get the full story of Omega World Travel’s technology journey in our webinar, Alexa, How are My SLAs Doing?

Travel 193

Travel Contact Center Innovation Analytics 193

ECXO

JUNE 11, 2023

Incorporate emerging technologies – staying up to date with emerging technologies can help you create a cutting-edge experience that sets you apart from the competition. Choose the right metrics to measure success – measuring success through analytics will help you identify areas where you can improve the experience.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! Be sure to factor in their time, materials, resource, and travel needs and expenses. Be sure to factor the following into your budget: Survey design and associated costs (not technology): these might be allocated under 3. Here's what I've come up with, so far.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Metaverse in Travel Industry.

Airlines 76

Airlines Travel Hotels Social Media 76

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. This post offers insights for businesses aiming to use artificial intelligence (AI) and cloud technologies to enhance customer service and streamline operations.

Analytics 116

Analytics Self Service First Call Resolution Banking 116

ijgolding

NOVEMBER 25, 2014

I travel regularly with Virgin trains – their Wi-Fi has not worked properly for the last couple of years – it is Soooooo frustrating!!! Essentially, Lisa helps to put in place a Social W-Fi and Analytics solution. What is even worse is when we are lured in to thinking we can access it, only for our hopes to be dashed!

Social Media 212

Social Media Hotels Entertainment Retail 212

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 106

Technology Customer Experience Social Media Multi-Channel 106

Michelli Experience

AUGUST 22, 2017

Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. Overbooking and United’s Technology Initiatives.

Airlines 113

Airlines Data Travel Consulting 113

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. These include online travel agencies (OTAs), social media, mobile apps, and brand websites.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. Technology Can Help Contact Centers Navigate the Great Shuffle. If the last few years have taught us anything, it’s that we need to be open to using technology to solve challenges. Greater work-life balance. Greater work-life balance.

Connections 147

Connections Contact Center Analytics Travel 147

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. Technology as the driver. Inconsistent experiences do serious damage. It’s hard to be more consistent than that.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. Analytics and Reporting Features Prioritize AI software that includes robust analytics and reporting tools. What is Contact Center AI? How Does Contact Center AI Work?

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

AWS Machine Learning

FEBRUARY 28, 2025

As organizations adopt AI and machine learning (ML), theyre using these technologies to improve processes and enhance products. AI use cases include video analytics, market predictions, fraud detection, and natural language processing, all relying on models that analyze data efficiently.

Video 95

Video Communication Resources Travel 95

Win the Customer

DECEMBER 23, 2024

Example: A travel booking platform could use AI to analyze a customer’s past travel preferences, budget, and current interests to suggest personalized vacation packages, offer exclusive deals, and provide proactive support for common travel issues.

Customer Service 59

Customer Service Social Media e-support Travel 59

TechSee

DECEMBER 21, 2020

Monitoring on-shelf availability and visibility can be a real problem when there’s no one around to detect the blind spots, and having area managers spend long hours traveling from store to store to verify and approve inventory placement is not ideal. With computer vision technology , it’s easy to verify captured images.

Self Service 152

Self Service Management Consumers Analytics 152

ShepHyken

APRIL 30, 2021

He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. The changing conditions in 2020 redefined how we lived and worked.

Customer Service 148

Customer Service Chatbots Omni-Channel Analytics 148

Storyminers

JULY 7, 2020

While the technology is rolled out in phases, the people on the front line must adapt (continuously). In my opinion, this will be a very exciting time for those agents who can learn to leverage technology to their advantage, i.e. to serve customers better. He travels practically everywhere from Atlanta. 3 Waiting is dying.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

CX Journey

AUGUST 22, 2014

I think the airlines are getting better about rebooking travelers in this scenario, but it doesn''t always happen. As you can see, offering proactive service involves the confluence of several things: data, technology, people, and communication. You just arrived at your hotel after a long day of traveling. Is that possible?

Customer Experience 166

Customer Experience Travel Airlines Hotels 166

AWS Machine Learning

MARCH 18, 2025

This is where the integration of cutting-edge technologies, such as audio-to-text translation and large language models (LLMs), holds the potential to revolutionize the way patients receive, process, and act on vital medical information. These audio recordings are then converted into text using ASR and audio-to-text translation technologies.

Healthcare 80

Healthcare Analysis Knowledge Base Report 80

AWS Machine Learning

FEBRUARY 14, 2024

With the advent of generative AI solutions, organizations are finding different ways to apply these technologies to gain edge over their competitors. In the following example, we implement a use case from the travel and hospitality industry to implement a personalized travel itinerary planner for customers who have upcoming travel plans.

Chatbots 136

Chatbots Travel Hospitality Data 136

AWS Machine Learning

FEBRUARY 21, 2025

Rocket takes a complicated process and uses technology to make it simpler. Thats why we use advanced technology and data analytics to streamline every step of the homeownership experience, from application to closing. Applying for a mortgage can be complex and time-consuming.

Data 70

Data Company Effort Score Financial 70

CSM Magazine

NOVEMBER 25, 2024

The realm of Internet radio broadcasting is changing swiftly as technology progresses further each day. By utilizing AI technology, broadcasters can offer music recommendations to listeners and incorporate AI voice assistants as companions on the airwaves, providing relevant updates and entertainment.

Innovation 52

Innovation Social Media Entertainment Video 52

rethinkCX

JANUARY 27, 2025

Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. trillion in assets across thousands of accounts worldwide.

Analytics 78

Analytics Management Policies Comparison 78

Thematic

DECEMBER 9, 2019

I still remember one time my husband and I travelled from New Zealand to Singapore with our two little kids. We were on our way to do a European work and travel adventure and decided to spend a few days in Singapore. The intuitive answer is no, since their industry is hospitality / travel. Analytics is huge in the tech world!

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

CSM Magazine

OCTOBER 30, 2024

How to do it: Acknowledge their feelings: Phrases like “I can imagine how that feels” can be comforting if they’ve issues with travel itineraries or similar. Leverage Technology Effectively Why it matters: Modern tools can enhance efficiency and customer satisfaction.

Tips 52

Tips Customer Service Customer Experience CRM 52

AWS Machine Learning

JANUARY 7, 2025

He is passionate about enabling organizations to transform transform their business, using advanced analytics and AI. When Narcisse is not building, he enjoys spending time with his family, traveling, running, cooking and playing basketball. He helps customers in the Northeast U.S.

Effort Score 104

Effort Score Policies Knowledge Base Metrics 104

AWS Machine Learning

MARCH 8, 2023

In this post, you will learn how Marubeni is optimizing market decisions by using the broad set of AWS analytics and ML services, to build a robust and cost-effective Power Bid Optimization solution. His team applies data science and digital technologies to support Marubeni Power growth strategies. He holds a Ph.D.

Analytics 91

Analytics Marketing Training Data 91

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. The Recent Shift in Traveller Behaviour The pandemic has been a catalyst for change, altering the landscape of travel in ways we couldn’t have anticipated. catering to the diverse needs of American travellers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

Experience Investigators by 360Connext

APRIL 13, 2021

They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey. I love talking to customers!

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

Circular Edge

JANUARY 21, 2025

Adding to the complexity is the need to allocate resources effectively, balance profitability across practices, and navigate the increasing demand for agility and technological innovation. Oracle Cloud EPM enables granular planning, supporting budget owners in: Monitoring direct expenses like client-specific travel and office supplies.

Report 52

Report Financial Metrics Travel 52