The Future of Customer Experience Calls Urgently for a Significant Shift

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and ...

Adobe, Microsoft and SAP to Empower a New Generation of Customer Experience with New Open Data Initiative

The CEOs of Adobe (Nasdaq: ADBE), Microsoft (Nasdaq: MSFT) and SAP (NYSE: SAP) introduced the Open Data Initiative (ODI) at the Microsoft Ignite conference. Together, the three longstanding partners are reimagining customer experience management (CXM) by empowering companies to derive more value from their data and deliver world-class customer experiences ...

GDPR 2018 – Introducing anonymo™ by SandSIV

Tuesday, April 17, 2018 0 No tags Permalink

Large organizations no longer have to worry about GDPR compliance with the addition of anonymo™, a full-integrated, stand-alone, GDPR-compliant, privacy enhancing tool that applies anonymization to sensitive data. Zurich, Switzerland, 17th January 2018 — With organizations facing growing pressure from the imminent May 2018 General Data Protection Regulation (GDPR) deadline, SandSIV ...

Leading global airline selects SandSIV’s Voice of Customer Intelligence Hub

SandSIV has today announced that one of the world’s largest airlines has selected SandSIV’s VOC Hub™ to unify and analyse its entire feedback ecosystem. The carrier joins other major business-to-consumer (B2C) brands in harnessing SandSIV’s next-generation CX platform as a global hub for Voice of Customer (VOC) intelligence. Airlines have access ...

SandSIV Announces Release Of Enterprise Customer Experience App For Salesforce

SandSIV, the European leader of integrated Customer Experience (CX) and Voice of the Customer (VOC) enterprise solutions, today announced the release of ECX for Salesforce, a powerful Customer Experience Management app which integrates SandSIV’s CX functionality into Salesforce’s operational environment. SandSIV provides a superior CX platform “VOC Hub™” which allows organisations ...

iCXM Comes of Age — Using AI to Know, Engage, and Serve Your Customers Better

For the past couple of months, I’ve really enjoyed using Alexa, thanks to a Christmas gift of a new Amazon Echo. With remarkably good voice recognition, even in a noisy room, Alexa plays music, checks the weather, hails an Uber ride, and adds items to a shopping list. Bonus: tells bad jokes.

And that just scratches the surface. Alexa now has over 10,000 skills and Amazon is making it easy for developers to add new voice experiences. Thankfully, coming soon will be the ability to integrate with our family’s Sonos sound system. While apps are great, it’s sooooo much easier to just say: “Play my favorite music.” And don’t get me started on cable TV, with a controller so complicated only millennials could use it… if they watched TV.

This is a simple consumer example of why “artificial intelligence” or AI is coming of age. One element is understanding input in a natural way via voice, text, gestures, even facial recognition. This is not new technology by any means: natural language processing (NLP) is decades old, with a wide array of text- and speech-analytics solutions commercially available. 

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CXOs: Start Your Customer Experience Transformation without falling into this sadly common trap.

Are you a Chief Customer Officer, a CEO, or a CMO who has been given the responsibility of Customer Experience Management? Do you have an interest in the latest developments in customer-centricity, customer experience and customer satisfaction? Then this article is for you. Click here!