With a history spanning over five decades, Virgin Group is a collection of more than 400 companies across several industries around the world. Be it riding the rails with Virgin Trains, spending the night in a Virgin Hotel, or placing calls with Virgin Mobile, Virgin companies are renowned for offering a unique and exceptional customer experience. While Sir Richard Branson, founder of Virgin, has made many statements on the topic of serving customers well over the years, he has equally many things to say about treating employees well, as evidenced above.
http://customerthink.com/fix-the-agent-experience-to-improve-the-customer-experience/
Mopinion released a new machine learning technology within its digital feedback analytics platform: automatic feedback categorisation. This technology employs machine learning techniques that make the analysis of qualitative feedback data – by way of labeling and categorisation – a much more fluid and systematic process.
https://mopinion.com/machine-learning-technology-for-advanced-feedback-categorisation/
Do you know where your customer data is?
If you’re like many marketers, your customer data is split across multiple systems and databases. In a Harvard Business Review survey, only 13% of executives had a unified view of their customer with a single source of customer intelligence to integrate the entire customer journey.
https://www.martechadvisor.com/articles/data/unifying-your-view-of-the-customer/
The future of customer experience is artificial intelligence. Artificial intelligence is popping up everywhere and changing how customers interact with brands. In fact, by 2025, an estimated 95% of customer interactions will be supported by AI technology.
From chatbots to automation, artificial intelligence helps brands learn more about their customers to enhance personalization. Here are just a few of the ways brands are leveraging artificial intelligence and machine learning to make customer experiences better:
https://www.forbes.com/sites/blakemorgan/2018/02/08/10-customer-experience-implementations-of-artificial-intelligence/#73cbf67c2721/
