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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

This model processes multiple data types, including text, code, and images, to deliver customized services such as coding assistance for developers and document summarization for corporate users. Samsungs Gauss Portal uses AI to summarize and translate documents, providing valuable insights for corporate users.

B2B 424
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Agentic AI and Behavioural Journey Mapping: Designing for Customer Intent, Not Just Actions

eglobalis

Use Case : Cisco Systems used Mixpanel to identify repeat visits to technical documentation pages. This use of dynamic intent modelling is documented in their 2023 onboarding optimization case study. Behavioural journey mapping includes: Sequencing customer interactions chronologically and contextually Clustering behaviours (e.g.,

2023 318
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Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study

BlueOcean

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management, and technical documentation. On a daily basis, we coordinate logistics for engineering equipment for their top-tier enterprise clients.

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Deep Dive into Loyalty and Experience Drivers in the Tech World—The Blueprint for Building Long-Term B2B Relationships

eglobalis

Caterpillars streamlined procurement platform allows clients to track orders, request support, and access product documentation in one place. Digital transformation plays a pivotal role in enhancing simplicity. Similarly, AI-driven chatbots, such as Zendesks platform, enable quick resolution of common queries.

B2B 450
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2022 Contact Center Buyers' Guide

This document will help you and your team narrow the field, with detail on the full impact your proposed CCaaS platforms can make on your operations, plus open-ended probing questions that get you better, more insightful responses than a simple “yes”. This guide covers: Omnichannel & Inbound.

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Eight Must-Have Elements for your Customer Advisory Board Action Tracker Document

Customer Think

Key here will be the creation of your CAB action tracker document, which will serve as an efficient medium to prioritize, assign, track and report back to your CAB members the actions you have […] Once your customer advisory board (CAB) meeting is concluded, CAB managers should have a clear idea of what to do afterward.

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Create Your CX Charter with These 6 Questions

Experience Investigators by 360Connext

A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. The charter, however, is not a magical document.

Document 358
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Customer Success Needs to Grow (Up)

Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle

Customer success is a well-established practice in the enterprise business world (70% of companies have a dedicated team, according to TSIA) and the benefits it delivers to customers are real and well-documented. So why is there still ongoing debate and angst about customer success not being treated as an equal partner to its sales peers?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.