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!
Bad Customer Experience Causing Insurance Sector Instability
Accenture Strategy has just published a brand new research report, titled Capturing the Insurance Customer of Tomorrow. This is a comprehensive report covering 33 different countries, and collating the views of over 13,000 individual life insurance customers. Some rather surprising statistics are presented within the pages of this report, which tend ...
Customer Experience More Important than Price by 2020
We all know that Customer Experience Management (CXM) works. Plenty of research statistics are available that prove that it does. But how important is CXM going to be in the next few years? A new report that has been published by Walker, titled Customers 2020, explains that the customer experience is ...
Retail Customers Happy to Pay More for good CXM
We all know that a good customer experience is something that consumers appreciate. Pure logic dictates that this must be true. However, how do we quantify how much consumers appreciate being taken care of well? Defaqto Research has just published the results of a survey that targeted retail customers. The survey ...
Going Beyond Voice of the Customer (VOC)
When we talk about Voice of the Customer (VoC), we understand that we are discussing a way of capturing customer knowledge from the direct, indirect and also the inferred voice. Voice of the Customer based enterprise applications have matured significantly in the last two years. An offshoot of this maturity, ...