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3 ways data democratization improves the customer experience

Creating a unified customer experience is critical for brands to differentiate themselves from the competition and delight customers. Over the past few weeks we’ve discussed how to: Understand customers’ changing expectations and the impact on your brand Set up an omni-channel listening strategy to capture unstructured data Deploy an AI-powered solution that converts that data into actionable insights   But, there is still one...

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How AI-powered insights can boost your omni-channel CX strategy

We’ve talked in our last couple of blogs about how the customer experience is changing, and how you can build an omni-channel listening strategy that pulls together unstructured data from your customers’ preferred channels, and puts it all in one unified platform. Now you have a new problem: how do you create actionable insights with all that data? In other words, how do you actually use all this information to improve your...

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Three keys to mastering the art of Conversational AI

There’s a lot of science behind artificial intelligence, but applying it is an artform. A master of Conversational AI can build automated conversations that feel like human interaction — personal, intuitive, and contextual. Smart AI doesn’t ask you to repeat yourself. It knows who you are and why you’re there. It can juggle multiple ideas at once, it can adapt to changing topics of conversation, and it doesn’t dump you off to...

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Connecting omni-channel listening to the customer experience

Customer habits and expectations have changed. Have you?  In May of 2018, according to McKinsey, roughly 20% of customer interactions were digital, from a global perspective. In December 2019, that number had jumped to 36%. And by July 2020, driven in no small part by the COVID-19 pandemic, it made what McKinsey termed “a quantum leap” to 58%, almost a 3X increase from just two years prior.  In short, the customer experience has...