TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

2023 207

2023 Contact Center Leadership Hospitality 207

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

APRIL 22, 2024

My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.

2024 78

2024 Article Customer Service E Commerce 78

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success.

Innovation 109

Innovation ROI Technology Measurement 109

TechSee

MARCH 4, 2024

Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor?

ROI 109

ROI Financial Net Promoter Score NPS 109

BlueOcean

OCTOBER 23, 2023

Provide an organization chart and bios of senior leadership and program management resources who could be assigned to our program. AI Describe your current AI capabilities and services. How long have you been delivering AI solutions as part of your contact center services? What results have you seen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Is Generative AI practical? Generative AI is generating a lot of hype, and with good reason. Generative AI is generating a lot of hype, and with good reason. But it’s not yet fully baked or thoroughly tested, and not all AI is the same.

Webinar 109

Webinar Call Center Technology Leadership 109

Think Customers

FEBRUARY 1, 2024

The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape. CCW Austin delivered an immersive experience for attendees that covered the evolving intersection of AI, customer engagement, and leadership empowerment.

2024 52

2024 Events Leadership Innovation 52

ClearAction

JUNE 25, 2023

Since AI is based on what’s already out there, by definition, AI CX learning is going to be misleading. Artificial intelligence (AI) is a top topic in customer experience management. Even if AI pulls wisdom from the sources recommended above, AI is unable to determine what’s actually wisest.

Leadership 62

Leadership 2023 2010 Books 62

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. Adam joins Inbenta at a time when efforts to expand Inbenta’s Conversational AI platform and footprint are fast underway.

2005 98

2005 2023 Government Leadership 98

ShepHyken

MARCH 18, 2024

My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. The budget calls for many areas to improve, thanks to technology and AI.

2024 78

2024 Article Customer Service Government 78

TechSee

FEBRUARY 7, 2023

For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI. Generative AI is a rapidly emerging technology class that automatically creates content, such as code, images, or text. Many wonder how AI will impact their business, team, or operations. Can you tell which?

Innovation 124

Innovation Call Center Contact Center Average Handle Time 124

Playvox

FEBRUARY 27, 2024

One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Implemented correctly, AI allows companies to adapt and thrive in an increasingly competitive business landscape, maximizing productivity and driving growth. Attract new talent? What is Workforce Engagement?

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” Conversational AI makes agents more efficient and effective, while also improving the customer experience.”

Customer Service 79

Customer Service Contact Center 2026 Call Center 79

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI. Emotion AI. Conversational AI Platform. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. U-Self Serve. Case Studies. White Papers.

2022 126

2022 White Paper Contact Center Innovation 126

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. AI’s Role in Research Fact or Fiction: AI technology will replace the respondent. “When using AI, there is a significant potential for bias,” she observed.

2024 59

2024 Innovation Leadership Presentation 59

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. You may be able to train internally for these new leadership roles or bring in new talent.

Leadership 105

Leadership Customers Customer Satisfaction Technology 105

Comm100

NOVEMBER 21, 2023

Despite its ubiquity, AI has been underutilized in government affairs. While many lawmakers have weighed the antitrust implications of AI, not many in the public sector have sought out ways in which the technology can improve governance. Regardless, AI can help governments cut spending and bring people closer to their representatives.

Government 89

Government Communication Engagement Social Media 89

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024. ” The post Inbenta Appoints Merlin Bise as Chief Technology Officer appeared first on Inbenta.

2024 52

2024 2023 Roadmap Banking 52

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

ShepHyken

JULY 31, 2023

It is important for leadership and management to know that the customer doesn’t care about silos and what is happening in the background. Use AI to provide contextual information to the agent as the conversation is happening. Customer interaction often spans multiple departments or silos within a company.

Interaction 118

Interaction Contact Center Connections Leadership 118

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Integrating Technology and Personalization CX leaders know that investing in technology such as AI and automation empowers our customers.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. .

Call Center 124

Call Center 2022 Contact Center Multi-Channel 124

CSM Magazine

APRIL 17, 2024

In some cases, you may not even need a human to do certain tasks – which is where the integration of AI often comes into play. Tools powered by AI technology like ChatGPT can help speed case resolution by identifying familiar types of inquiries and responding with automated emails and/or scripts.

Customer Service 59

Customer Service 2024 Sports Banking 59

Playvox

FEBRUARY 6, 2024

But the truth is, compliance can improve and enhance customer satisfaction and create a quality culture, quality leadership, and quality organization because it forces contact centers to perform better than average. Thankfully AI-infused automated quality management can help with the journey from compliance-focused to customer-centric.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. As someone who worked in AI and CX for many years I was really excited to hear that the industry is headed into the direction I envisioned when we founded Thematic. The largest booth was AI focused.

NPS 62

NPS Hotels Events Demo 62

Kustomer

NOVEMBER 30, 2023

As brands seek to leverage the power of customer experience for growth, the intersection of humans and artificial intelligence (AI) continues to redefine the ecosystem. The AI/CX Virtual Summit will bring together thought leaders and innovators who are at the forefront of this dramatic shift.

Customer Experience 52

Customer Experience Social Media 2023 Leadership 52

TechSee

FEBRUARY 21, 2022

It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any point in history. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. 10 Ways AI Can Transform Your Business.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Coaching Features: Are there AI-driven insights for managers that significantly reduce administrative tasks, allowing for focused coaching and automated action plans?

Call Center 98

Call Center Contact Center Culture Engagement 98

ChurnZero

JANUARY 25, 2024

Related resource: Setting the rules of engagement for customer success and sales teams Skillset 2: Technical proficiency The potential of AI and automation to transform CS workflows, personalize journeys, and deliver seamless experiences makes expertise in scheduling tools, CRM systems, and AI tools increasingly valuable.

2024 52

2024 Customer Success 2023 Leadership 52

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Telecommunications 59

Telecommunications 2023 Insurance Healthcare 59

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52