Latest news with #CLV
Forbes
30-07-2025
- Business
- Forbes
How Contact Center Leaders Can Use AI To Drive Business Growth
Vasudeva Akula, VOZIQ AI cofounder and head of data science. Helps recurring revenue businesses improve customer retention using ML. Customer lifetime value (CLV) is a North Star metric for many subscription businesses, and it supports several use cases, as illustrated by researchers. However, contact center leaders are constantly challenged to lower their costs. In this context, AI can help. What many leaders don't know is that AI can do more than lower costs; it can drive CLV growth. This opportunity can be unlocked by scoring every customer for risk and revenue potential using AI, which can identify who is likely to cancel and common drivers of cancellations. Once this scoring has been done, contact centers can uncover hidden opportunities that directly impact revenue. While cost optimization is a tempting starting point, in my experience, focusing on revenue optimization delivers significantly higher value for contact center leaders—often with similar effort. Starting AI Adoption In The Contact Center In my career, I've found that AI initiatives take around two to four years to reach production. This delay usually stems from a lack of clarity about the use case at hand and the right channel to kickstart AI. I recommend that subscription leaders begin AI projects in their contact centers. Here's why. A contact center is a goldmine of unstructured data—conversations, chat logs, sentiment and agent notes. These hold the crucial details about customer desires, emotions and gaps in customer experience. By integrating AI here, you can turn this data into real-time actionable intelligence—not just to proactively retain at-risk customers, but also to deliver value-enhanced services like validating purchase decisions, educating customers on product usage, anticipating needs and helping them achieve their goals. Perhaps most importantly, the contact center offers a clear path to proving ROI early, through measurable improvements in first-call resolution, agent performance and CSAT. These early wins can build internal confidence and lay the groundwork for scaling AI across other customer touchpoints. AI-Enabled Chatbots A common starting point for AI adoption in the contact center is automating low-value customer interactions like billing inquiries, password resets and basic troubleshooting using AI chatbots. These are typically repetitive tasks that don't require human empathy or complex decision-making. By automating them, contact centers free up human agents to focus on high-value, high-impact conversations that drive customer retention and revenue growth. Value-Based Call Routing Customer scoring enables high-value customers to be prioritized through value-based IVR routing. Customers with higher lifetime value or revenue potential can be quickly connected to the most skilled or specialized agents. By routing calls based on customer value, contact centers can deliver faster, more personalized service to their most important customers, increasing the chances of retention and long-term growth. Customer-Level Scoring AI-powered scoring offers real-time insight into which customers are happy, at risk of churning, ready for an upgrade or likely to refer others. These insights open up new opportunities for revenue growth through the contact center. When fed directly into both chatbots and human agent systems, this information enables personalized interactions tailored to each customer's risk or potential. Chatbots can respond more intelligently, while agents can address churn signals, offer custom solutions and surface upsell or cross-sell opportunities. Proactive Retention And Renewals Customer-level scoring segments at-risk customers based on cancellation risks, usage patterns, purchase history and perceived value. You can then route high-value, at-risk customers to dedicated retention specialists who offer personalized renewal strategies before it's too late. With this value-focused transformation, the contact center shifts from being a cost center to standing alongside the sales team as a true profit center. Vetting AI-Readiness While the ultimate goal is transforming the contact center into a growth engine, a great starting point is focusing on a single AI use case powered by customer-level scoring and turning that into a success story. This approach supports cross-functional alignment across sales, marketing, finance and tech teams. It also ensures success by focusing not just on technology, but on organizational alignment throughout the process. Once initial results are delivered, your team can improve and scale your AI efforts—adding new use cases or involving additional teams. This simplifies the full process from data gathering to modeling to activation and directly improves your growth KPIs. Once you've completed a first pass, repeating the process becomes easier and gains wider buy-in. Ask these three questions to get started: Final Thoughts When contact centers shift their focus from cost optimization to revenue generation, they can unlock untapped growth, strengthen customer relationships and elevate their role within the organization. With AI as a co-pilot and customer-level intelligence guiding every interaction, contact centers can move beyond support and truly drive sustainable business growth. Forbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives. Do I qualify?
Yahoo
22-05-2025
- Health
- Yahoo
UT Dallas breakthrough medical study could revolutionize spinal cord recovery
The Brief Researchers at UT Dallas have miniaturized an implantable device for spinal cord injury recovery. Paired with physical therapy, the device has shown significant improvement, with potential even for patients injured decades ago. The breakthrough challenges long-held medical beliefs, offering new hope for those with chronic spinal cord injuries to their neck. DALLAS - Researchers at UT Dallas say they've made a historic breakthrough in spinal cord injury recovery with a recent implant study. According to a Nature paper released on Wednesday by the researchers, a minuscule new implantable device paired with physical therapy has achieved significant recovery in clinical trial patients, including one 45 years post-injury. The groundbreaking technology is the next generation of Vagus Nerve Stimuli (VNS), which the UT Dallas Nature study says is 50 times smaller than traditional devices. The tiny implantable device, pictured below sitting on a penny, is used for a neurorehabilitation process called "Closed-Loop Vagus Nerve Stimulation," or CLV. The first in-human study of the treatment took place in North Texas. The researchers say their new VNS, when used in tandem with targeted physical therapy, led to significant recovery of hand and arm function in people with chronic spinal cord injuries in their neck. One participant included in the study sustained their injury over 45 years ago, they say. Participants in the study who received the miniaturized VNS were reportedly found to have a dose-dependent improvement in their recovery, meaning the more therapy given, the better. In addition, the researchers have found no ceiling to the recovery potential. The paper says clinical measures in the trial also improved identically to real-world function for the participants. Why you should care According to a Wednesday release from Dr. Jane G. Wigginton, emergency medicine physician and Chief Medical Officer for the Texas Biomedical Device Center at the University of Texas at Dallas, the discoveries laid out in the new paper challenge long-held medical beliefs. Wigginton says the study's findings show that recovery is possible for spinal cord injury patients even decades after losing motor function; a discovery that defies "medical dogma." Wigginton notes the North Texas achievement is a scientific success and a beacon of hope for patients all over the world. What they're saying "We're not just seeing gains on clinical tests — we're seeing patients fasten their own necklaces, zip jackets in seconds instead of minutes, and throw balls for their dogs again. These are the moments that change lives," Wigginton said. The Source Information in this article came from a UT Dallas Nature paper and UT Dallas' Dr. Jane Wigginton.
The Independent
06-02-2025
- Science
- The Independent
DNA study cracks centuries-old mystery over origin of languages spoken by half the world
Indo-European languages spoken by nearly half of the world today originated from an ancient population that lived in the North Caucasus mountains and the Lower Volga, according to a new DNA study. These language families, including Germanic, Indo-Iranian and Celtic, evolved from a common tongue called the Proto-Indo-European, whose origin has been a mystery. In the new study, researchers at Vienna University analysed DNA samples of 435 people from archaeological sites across Eurasia dating to between 6400BC and 2000BC and found that a newly recognised ancient population inhabiting the steppe grasslands of the Caucasus and the Lower Volga was connected to all modern populations speaking Indo-European languages. The ancient population, now called CLV, lived between 4500BC and 3500BC, according to the study published in the journal Nature on Wednesday. Previous studies have shown that the Yamnaya culture which thrived in the Pontic- Caspian steppes north of the Black and Caspian Seas expanded into Europe and Central Asia beginning about 3100BC. Their migration accounted for the appearance of "steppe ancestry" in populations across Eurasia between 3100BC and 1500BC, having the largest effect on European human genomes of any demographic event in the last 5,000 years. The movement of the Yamnaya people in this direction is widely regarded as the chief vector for the spread of Indo-European languages. However, one group of Indo-European languages – the Anatolian – does not exhibit any steppe ancestry. Anatolian languages, including Hittite, are the oldest branch of the Indo-European tongues to split away, uniquely preserving some of the linguistic archaisms lost in all other branches. This group of languages descended from a people that had not been adequately described before, researchers found. The new study traced this language group to an ancient population that lived in the steppes between the North Caucasus mountains and the Lower Volga between 4500BC and 3500BC. The DNA analysis revealed that the Yamnaya people derived about 80 per cent of their ancestry from the population group, which was also linked to a tenth of the ancestry of Bronze Age central Anatolian speakers of Hittite. "The CLV group therefore can be connected to all Indo-European-speaking populations and is the best candidate for the population that spoke Indo-Anatolian, the ancestor of both Hittite and all later Indo-European languages," Ron Pinhasi, a study co-author from Vienna University, said. The study also found that the integration of the Proto-Indo-Anatolian language – shared by Anatolian and Indo-European peoples – reached its height among the CLV communities between 4400BC and 4000BC. "The discovery of the CLV population as the missing link in the Indo-European story marks a turning point in the 200-years-old quest to reconstruct the origins of the Indo-Europeans and the routes by which these people spread across Europe and parts of Asia," Dr Pinhasi said.
