Observed Signal · Aug 22, 2023 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
How AI Improves Five Key CX KPIs
CMSWire reports on how AI is being applied to improve customer experience (CX) KPIs: customer effort, resolution, satisfaction, conversion, and retention. The article compiles insights from executives at ServiceNow, Testlify, Verint, Datasite, SugarCRM, EY, PolyAI, Razorfish, Kumo.AI, SOCi, and Gleen. Key applications include AI-powered self-service, generative AI search, chatbots, sentiment analysis, churn prediction, personalized recommendations, and automated review responses. Executives emphasize that AI reduces friction, speeds resolution, and enables proactive engagement, while cautioning that AI is most effective when integrated into existing tools. The piece reflects a growing trend of AI adoption across customer experience operations to drive efficiency and loyalty.
Article provides industry insights on AI applications in CX but contains no major announcements or breaking news.
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Key Takeaways & Evidence Grounding
- ServiceNow uses generative AI-powered search and virtual assistants to reduce customer effort.
- SugarCRM employs churn prediction models to proactively retain at-risk customers.
- EY analyzes customer interactions and sentiment with AI to improve resolution rates.
- PolyAI develops AI voice assistants that provide faster and more accurate support.
- SOCi automates review responses with AI to handle negative feedback at scale.
Connected Companies & Entities
8 Entities mapped“Michael Ramsey, VP of customer workflow products at the Santa Clara, California-based digital workflow company ServiceNow, said AI fully exp...”
“Frank Schneider, AI evangelist at the Melville, New York-based customer engagement platform Verint, said CX leaders are “leaning into AI wit...”
“Deven Lindemann, chief customer service officer at the Minneapolis, Minnesota-based M&A platform Datasite, added that AI provides multiple c...”
“Zac Sprackett, chief product officer at the San Francisco-based CRM platform SugarCRM, said AI is helping CX teams address consumers that “n...”
“Olusegun Obafemi, customer experience leader at the consulting firm EY Americas, said companies are using AI to analyze customer interaction...”
“Nikola Mrkšić, co-founder and CEO of the London-based voice assistant platform PolyAI, said trained AI voice assistants have access to the m...”
“Sisi Zhang, EVP of data science and analytics at the New York-based marketing agency Razorfish, said “It's important to recognize that AI on...”
“Jure Leskovec, co-founder and chief scientist at the Mountain View, California-based predictive AI company Kumo.AI, is seeing companies use ...”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
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