We’re very happy to announce that the release of our newest machine learning (ML) technology – automatic feedback categorisation – was a successful one! As a next step, we want to make sure our users know how to get the most out of this new feature. That is why we’ve created this little guide to Mopinion’s New Machine Learning Technology.
https://mopinion.com/best-practices-mopinions-machine-learning-technology/
As 2018 fades to a close, Retail Customer Experience reached out to industry watchers, customer experience experts and those in the know—in the trenches of customer experience technology, advancements and innovation—and asked them to share what they expect to come into play in 2019.
Here's what they had to say:
https://www.retailcustomerexperience.com/articles/experts-share-2019-retail-customer-experience-predictions/
The rise of artificial intelligence has led many people to believe that machines will take over many of the job functions in the marketing industry. However, when it comes to customer experience, the best results will occur when machines and humans work together, writes Dan Gingiss, VP of Marketing at Persado.
When people think of artificial intelligence (AI) and its technological cousin, machine learning, it often conjures up images of a robot taking over the job of a human. Indeed, “the robots are coming!” is a familiar refrain suggesting the human race will soon be invaded. If we can teach the machines to be as smart as humans, consume mountains of data in seconds, and continuously learn more at warp speed, isn’t the useful life of the human brain quickly coming to an end?
The answer: Absolutely not.
https://www.martechadvisor.com/articles/customer-experience-2/beyond-chatbots-how-artificial-intelligence-can-humanize-the-customer-experience/
When it comes to e-commerce personalization, how do you know if you are truly delivering a personalized experience? As shoppers, we all have different likes, patterns, affinities, interests and trigger points that lead us to making purchases. In a physical store environment, an associate is well equipped to not only gauge the interest and patterns of their repeat customer, but also to inquire and learn what prompts that particular shopper to make a purchase. Is it a BOGO offer? Is it the ability to sample a new product with a purchase? Or is it the allure of purchasing an exclusive line solely available at that particular store?
https://www.digitalcommerce360.com/2019/01/02/the-key-to-ecommerce-personalization-contextual-relevancy/
By using event detection to listen to patterns in data, and then applying Artificial Intelligence, your business can now sense these moments of needs as they are happening
Customer experience or ‘CX’ as it is popularly referred to is one of the most important verticals that businesses need to address in order to thrive. And tanks to artificial intelligence and data, CX can be achieved via the use of these technologies in an improved and efficient manner. From artificial intelligence to IoT, Don Schuerman, CTO and VP Product Marketing, Pegasystems, states 7 ways in which technology will aid customer engagement.
https://www.dqindia.com/artificial-intelligence-technology-improved-customer-engagement-cx-2019/
"We've asked some of the industry's most knowledgable boffins to break down jargon to help you through those confusing meetings and indecipherable conferences. Here, MaritzCX's Gillian Mackay explains how voice of customer programmes work."
https://mumbrella.com.au/how-does-a-voice-of-customer-programme-work-557923/
Fashion is an industry built on firsts. It’s not about now, it’s about what’s next. True fashion innovators don’t just stay ahead of the next trend, they set the next trend. Through a combination of intuition, instinct, acumen and creative flair, they keep ahead of the curve — predicting the “next big thing” in fashion and dictating it to consumers before they know what they need or want. But, when it comes to selling those signature styles to the masses — smart retailers know success requires meeting the right customer with the right products at the right time. Selling fashion isn’t simply a transactional experience, it’s a relationship. Building brand loyalty hinges on having a strong connection with the consumer, understanding their needs and meeting them where they are.
https://wwd.com/business-news/technology/think-tank-retail-technology-ultimate-customer-experience-1202941792/
Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up? Have you ever experienced relief when that huge barrier preventing you from being more customer centric was finally removed?
The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. Most of these platforms were primarily built from voice being the foundation and then as channels grew, they were merely added onto the voice channel versus being merged with voice from a workflow and queuing perspective.
http://customerthink.com/contact-center-technology-finally-enables-you-to-be-customer-centric/
Welcome to 2019… where digital technologies will start evolving faster than we can adapt. Where customers’ experience expectations will rise above everything else. Where predictive analytics will boost customer experience for good, and where data ethics will become the new competitive advantage. Bottom line: our customers expect now more than ever that the digital customer experiences (CX) we provide are not only seamless and integrated but also more advanced and secure.
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2019/
Mopinion has teamed up with online automation tool Zapier to deliver quick and easy integrations between your Mopinion feedback data and various web applications. Thanks to Mopinion webhooks, the integration process is a breeze. Ready to start relaying your feedback data to all your favorite apps in real-time? We’re here to help. Mopinion has created a step by step ‘How to” for integrating your user feedback with Zapier.
https://mopinion.com/integrate-user-feedback-webhooks-zapier/
Voice of Customer News is a global community of people working or interested in Voice of Customer, UX and technology.
