Tags: artificial-intelligence*

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  1. Looking to overhaul your customer experience strategy? Artificial Intelligence offers tremendous potential to manage customer interactions and significantly improve customer engagement. Let’s find out how!

    Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions.

    Artificial Intelligence (AI) is one such field that finds its applications in diverse industries. It has matured to use big data, machine learning algorithms, and can be unleashed to drive enhanced customer experiences.
    https://www.martechadvisor.com/articles/customer-experience-2/5-ways-ai-can-revolutionize-customer-experience/
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  2. A recent Gartner study into how businesses are implementing emergent tech revealed some insights into the growing use of artificial intelligence in customer service and support applications.

    According to Gartner's Technology Roadmap Survey, approximately 37 percent of the 452 business leaders polled said they were "either piloting or using artificial intelligence bots and virtual customer assistance (VCAs)." Of those respondents, 67 percent said they felt such technologies were "high-value tools."
    https://www.businessnewsdaily.com/11318-businesses-more-confident-in-ai.html/
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  3. 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/
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  4. The introduction of conversational AI to chatbots has expanded their capabilities and is driving business performance to new levels.

    Conversational AI focuses on communicating through natural language. Users interact with chatbots as though they were having a normal conversation instead of clicking through a menu or using a predetermined command with prefixes.
    https://www.financemagnates.com/thought-leadership/ai-driven-chatbots-will-be-the-most-reliable-employees-in-business/
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  5. 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/
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  6. 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/
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  7. An MIT Sloan/Google report last year pointed out that our current key performance indicators (KPIs) for customer experience are no longer accurate for today’s digital environment.

    Most KPIs today focus on compliance, not commitment, the report said, so they are “key in name only, rather than being indicators that companies can use to truly improve performance."

    We asked some marketing professionals what they identify as the KPIs making a difference in their organizations.
    https://www.cmswire.com/customer-experience/are-your-customer-experience-kpis-fit-for-today/
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  8. A lot of customer experience pundits are talking about AI.
    They say it is ushering in a new age, a Customer Experience 3.0. OK.

    As a notorious heckler, I thought I would have my team research the market, as it stands, in the closing weeks of 2018. My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?

    So that is exactly what they did. Then we discussed how these solutions change or do not change the game. We put them into context, trying to understand how big a deal they really are.
    http://customerthink.com/five-ai-driven-customer-experience-solutions-a-survey-of-the-market/
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  9. 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/
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  10. As enterprises in North America increasingly migrate their processes and applications to the cloud, contact center service providers (CCSPs) will have to deliver next-level customer experience (CX) and contact center performance and productivity to gain a competitive edge. Using a broadened set of analytics tools that incorporate novel technologies such as artificial intelligence (AI), machine learning (ML), augmented reality (AR), and Big Data, companies are adding intelligence to existing applications such as interactive voice response (IVR). They are also integrating multiple contact channels such as mobile, chat, messaging, and social media to offer a richer omnichannel experience with a focus on simplicity and ease of use.
    http://www.koreaittimes.com/news/articleView.html?idxno=88741/
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