InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. Wishing you a joyful Christmas and a Hanukkah full of light!

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

InMoment XI

OCTOBER 8, 2024

Implement Personalized Financial Advice Use data analytics to provide personalized financial advice based on customers’ spending habits, life stages, and goals. Accessed 9/13/2024. Accessed 9/13/2024. Accessed 9/16/2024. Accessed 9/17/2024. Accessed 9/18/2024. Accessed 10/1/2024. Higher logic.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

ChurnZero

OCTOBER 8, 2024

Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year. Download the 2024 Customer Success Leadership Study and find out.

Leadership 59

Leadership Study Customer Success Metrics 59

SurveySparrow

JUNE 7, 2024

You guessed it – they have conversational analytics software. By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. That’s why conversational analytics software is crucial.

Analytics 52

Analytics Software Tools Analysis 52

Horizon CX

APRIL 30, 2024

Key elements of transformation include: Visionary Leadership: Transformational leaders articulate a compelling vision for the future, inspiring stakeholders to embrace change and pursue ambitious goals. Conclusion Organizational transformation is a multifaceted endeavor that requires vision, leadership, and collaboration.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. Plus, since CS monitors renewal and expansion trends, sales leadership can make more accurate revenue forecasts. One thing is sure: CS teams under the CRO are here to stay.

Customer Success 52

Customer Success Case Study Sales Customers 52

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. The algorithms sift through the data, identifying key themes, customer sentiments, and specific queries, unifying them in a holistic view.

Hospitality 195

Hospitality Call Center Retail NPS 195

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. When it comes to supportive, interpersonal leadership traits, the data creates a positive picture. Download the 2024 CSM Confidential Report here. 71%) Being a good advocate for our team. (67%)

Leadership 52

Leadership Customer Success Chief Customer Officer Exercises 52

DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

InMoment XI

MARCH 27, 2024

Download InMoment’s 2024 Automotive Reputation Benchmarks Report for an exclusive look at the state of online reputation management in automotive today. According to InMoment’s 2024 Automotive Reputation Benchmarks Report : Close to 50% of customers will visit a business location again when they see the company responding to negative reviews.

Automotive 195

Automotive Management Social Media Feedback 195

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This integration has resulted in a potent asset for both Clearwater customers and their internal teams.

Analytics 80

Analytics Management Policies Comparison 80

AWS Machine Learning

FEBRUARY 28, 2024

The solution in this post aims to bring enterprise analytics operations to the next level by shortening the path to your data using natural language. Our solution aims to address those challenges using Amazon Bedrock and AWS Analytics Services. Therefore, collecting comprehensive and high-quality metadata also remains a challenge.

Data 135

Data Knowledge Base Resources Analytics 135

BirdEye

JULY 22, 2024

We’re thrilled to announce that Birdeye has made waves in G2 Crowd’s Summer 2024 Reports by securing the top spot and winning multiple awards in several categories. Not only that, Birdeye also secured 238 Top 3 rankings and earned 219 badges in G2 Crowd’s Summer 2024 Reports. You get Birdeye.

Report 59

Report Social Media Healthcare Customer Satisfaction 59

CSM Magazine

FEBRUARY 7, 2024

It is expected that 2024 will bring stability and gradual growth. The increased emphasis on data-driven recruiting and hiring strategies The increased emphasis on data-driven recruiting and hiring strategies has led to a greater focus on embracing real-time analytics.

Trends 52

Trends Competitive Advantage Analytics Leadership 52

BirdEye

MARCH 6, 2025

According to Birdeyes 2024 State of Online Reviews study, which analyzed over 150,000 businesses, an active and well-maintained online presence is a subtle nudge for customers who may not have previously considered your brand. Post at optimal engagement times based on audience analytics.

Tips 85

Tips Tools Social Media Multi-Channel 85

Circular Edge

OCTOBER 14, 2024

The post InFocus 2024 Recap & Highlights appeared first on Circular Edge.

Conference 52

Conference Case Study System Financial 52

Circular Edge

OCTOBER 14, 2024

The post InFocus 2024 Recap & Highlights appeared first on Circular Edge.

Conference 52

Conference Case Study System Financial 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. Expanded roles and responsibilities: how will customer success evolve in 2024? Specialization, fractional hiring and more: how will customer success teams change in 2024?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Customer Success 52

Customer Success Trends Leadership Chatbots 52

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions.

Trends 62

Trends Net Promoter Score Analysis ROI 62

ShepHyken

MAY 13, 2024

Data analytics. Under his leadership (three different times), the company grew and flourished as a brand known for its excellent customer experience. The article shares a simple formula to measure churn and offers several suggestions on how to decrease it. Ease of use. Engaging offers and new products. Personalization.

Customer Service 77

Customer Service Loyalty Programs Customer Retention Social Media 77

AWS Machine Learning

FEBRUARY 19, 2025

At AWS re:Invent 2024, we launched a new innovation in Amazon SageMaker HyperPod on Amazon Elastic Kubernetes Service (Amazon EKS) that enables you to run generative AI development tasks on shared accelerated compute resources efficiently and reduce costs by up to 40%. Kareem Syed-Mohammed is a Product Manager at AWS.

Government 76

Government Policies Resources Strategy 76

rethinkCX

FEBRUARY 24, 2025

Fractional CX refers to outsourcing customer experience leadership or expertise on a part-time or project basis. A 2024 survey found that 73% of consumers expect personalized experiences, and businesses that fail to adapt risk losing loyalty. So, what is fractional CX, and why might it be the key to your customer experience strategy?

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

AWS Machine Learning

MARCH 1, 2024

This requires searching over large collections of documents with diverse content, such as website data, which can include various topics such as sustainability, leadership, financial results, and more. Who are the Executive Officers and Directors for Amazon as of January 24, 2024? As of 2024, Jeffrey P.

Knowledge Base 134

Knowledge Base Chatbots Policies Conference 134

AWS Machine Learning

SEPTEMBER 18, 2024

3: 2024-07-19 03:31:38 I [train.py:155] 155] Creating Model 3: 2024-07-19 03:33:08 I [train.py:171] B) 3: 3: 2024-07-19 03:33:23 I [train.py:209] 209] Wrapped model with FSDP 3: 2024-07-19 03:33:23 I [train.py:226] 226] Created optimizer 3: 2024-07-19 03:33:23 I [checkpoint.py:70] 70] No Checkpoints Found.

Training 115

Training Metrics Groups System 115

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Watch video Reporting and Analytics Comprehensive reporting and analytics tools are indispensable for monitoring performance, identifying trends, and making data-driven decisions to improve operations.

Call Center 59

Call Center Self Service Software Contact Center 59

Lithium

JUNE 4, 2024

Release Notes This release includes Badges updates, custom fields for Salesforce escalations, new filters on the Manage Content dashboard, Analytics updates, developer experience updates, and several bug fixes. Communities Khoros Communities 24.04 Release Notes In this release, we've provided several updates to Events and resolved some bugs.

CRM 52

CRM Roadmap Software Leadership 52

DCX

AUGUST 18, 2024

NFL's Data Touchdown: Scoring Big with AI 4 Leadership Lessons from the NFL’s Chief Data Officer (northwestern.edu) Paul Ballew, Chief Data Officer of the NFL, shares insights on how the league is leveraging data, analytics, and AI to transform both the game and the business of football.

Healthcare 52

Healthcare e-support Banking Financial 52

DCX

AUGUST 18, 2024

NFL's Data Touchdown: Scoring Big with AI 4 Leadership Lessons from the NFL’s Chief Data Officer (northwestern.edu) Paul Ballew, Chief Data Officer of the NFL, shares insights on how the league is leveraging data, analytics, and AI to transform both the game and the business of football.

Healthcare 52

Healthcare e-support Banking Financial 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

COPC

OCTOBER 8, 2024

In 2024 alone, 11x more AI models were put into production than last year, showing a clear shift from experimentation to real-world application. Real-time insights from sources like sales metrics, customer interactions, and digital analytics help businesses stay competitive by spotting trends early and seizing opportunities.

Government 89

Government Data Hospitality Healthcare 89

AWS Machine Learning

MAY 9, 2024

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses. He holds an M.S.

Insurance 132

Insurance Knowledge Base Effort Score Video 132