Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong.
There has been an incredible resurgence of voice as the new user interface of choice, and it remains the chief channel for complex customer inquiries and interactions. As a result, organizations have been getting serious about connecting their voice communications systems to their systems of action -- deeply embedding voice in the fabric of customer relationship management systems.
https://www.crmbuyer.com/story/85827.html/
In a recent market analysis from UBS, retail was ranked among the top industries predicted to be most impacted by artificial intelligence (AI) in the years to come. In fact, analysts have estimated that global retailer spending on AI will reach $7.3 billion per year by 2022, up from just $2 billion in 2019.
When it comes to where this money will be spent in the coming years, the majority of it is expected to be used to better the customer experience (CX), including everything from personalization to customer service. It’s an essential area to invest in given one in three (30 percent) consumers would post a negative review online or to social media if they received poor customer support, proving the need for enhanced CX to maintain customer loyalty, and even gain new shoppers. Brands are still just beginning to untangle the many advantages of using AI in retail, so let’s explore how AI can transform the customer experience.
https://www.mytotalretail.com/article/how-ai-can-transform-the-retail-customer-experience/
Voice of the Customer (VoC) programs enable business leaders to gather the critical customer feedback they need to address customer concerns and shape the future of their products.
Traditional VoC programs are one-on-one interview based and can generate volumes of unstructured customer interview data. Making that information actionable is where the rub is, according to Maxie Schmidt-Subramanian, Principal Analyst of Customer Experience at Forrester.
https://www.cmswire.com/customer-experience/how-ai-is-impacting-the-voice-of-the-customer-landscape/
Artificial intelligence (AI) holds tremendous promise for marketers, but the true value of AI has yet to be fully harnessed. Marketers can position themselves as leaders of the AI revolution within their companies by applying AI to better understand and evangelize the voice of the customer.
https://www.business2community.com/marketing/how-ai-is-turning-the-voice-of-the-consumer-into-marketing-analytics-gold-02076902/
According to Adobe’s recent digital maturity survey, a majority of digitally mature companies are increasing their budgets in both personalisation and optimisation in order to stay competitive. Leading brands understand the best experiences are consistently personal.
Yet, many companies struggle to scale the delivery of personalised experiences across channels. To solve for these challenges, Adobe today announced new artificial intelligence (AI) innovations with Adobe Sensei, the company’s AI and machine learning technology, in Adobe Target and Adobe Experience Manager, part of Adobe Experience Cloud.
https://itbrief.co.nz/story/how-to-use-ai-to-optimise-customer-experiences/
In today's highly commoditised age where there is often little differentiation when it comes to competitive products and offerings, the biggest factor that prompts customers to patronise one brand over the other is often customer engagement. There are several studies that show the impact of customer experience on both customer acquisition and retention.
A study conducted by Bain & Company, in association with professors from the Harvard Business School, found just a 5% increase in customer retention rates increased profit by 25% to 95%. Therefore, customer experience is an important influencer of an organisation's profitability. Organisations are already starting to realize this. A recent Frost & Sullivan study found that about 80% of organisations in Asia-Pacific recognised customer lifetime value as the most significant business benefit delivered by customer experience.
https://www.itweb.co.za/content/Pero3MZgRyEqQb6m/
Unless you’ve been living under a rock, you’ve probably noticed that the term ‘artificial intelligence’ is being thrown around just about everywhere. It has become a major corporate buzzword and hype, especially among digital marketers. Meanwhile half of us still don’t really know what it means or better yet, what it can do for our business. That’s why we’re here to tell you specifically what AI can do for you and how it can make your customer feedback more actionable.
https://mopinion.com/customer-feedback-artificial-intelligence-ai/
Mopinion has just released a new machine learning technology within its digital feedback analytics platform: automatic feedback categorisation. This technology employs machine learning techniques that make the analysis of qualitative feedback data – by way of labeling and categorisation – a much more fluid and systematic process.
https://mopinion.com/machine-learning-technology-for-advanced-feedback-categorisation/
Mopinion is dedicated to providing its customers with the best possible feedback analytics software on the market. In order to maintain this status, our team strives to make constant and valuable improvements to our platform. We do this using the feedback provided directly by our customers. That being said, we’re happy to announce the release of the seven exciting new updates, including new machine learning technology, new feedback form metrics, and much more.
https://mopinion.com/november-product-update/
Technology has been the cornerstone of economic growth around the world for hundreds of years. It has underpinned the last three industrial revolutions and is now the driving factor in today’s Fourth Industrial Revolution — marked by emerging technologies in a variety of fields.
Unsurprisingly, artificial intelligence is one of the key technologies driving this new revolution. As described in the 1950s by the father of modern computer science, Alan Turing, “What we want is a machine that can learn from experience.” His paper, “Computing Machinery and Intelligence,” is the earliest description of neural networks and how computer intelligence should be measured. While the concept of AI isn’t new, we’re only on the cusp of seeing AI drive real business value in the enterprise.
https://techcrunch.com/2018/12/13/powering-customer-journeys-in-the-age-of-ai/
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