• 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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  • CXM Market Could Be Worth $6.62 Billion By 2017

    Texas based research company MarketsandMarkets, is about to publish a brand new report covering the global Customer Experience Management (CXM) market, and its potential growth between now and 2017. The report, titled Customer Experience Management Market & Voice of Customer (VOC) Analytics Market, covers the latest trends in CXM solutions, ...

  • Letting the Customer Drive

    Thursday, March 27, 2014 0 No tags Permalink

    We all know the benefits that Customer Experience Management (CXM) can deliver from a customer journey point of view. We know that CXM can help companies to improve the customer experience by optimizing touch points. We know that CXM can help to improve customer sentiment, and therefore raise the level ...

  • Speech Analytics Market Predictions

    Friday, March 7, 2014 0 No tags Permalink

    MarketsandMarkets has just released a brand new report titled Speech Analytics Market Solutions (Speech Engine, Indexing & Analysis, Reports & Dashboards), Applications (Business Process, Agent Performance, Market Intelligence, Risk & Compliance Management & CEM) – Worldwide Market Forecast (2014 – 2019). Now, this is a rather strangely named report, so let’s ...