DCX

DECEMBER 29, 2024

” Jonny’s Books: Mini Big Ideas Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. As Jonny says, “We don’t need more answers; we need better questions.” What’s next for CX?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

ShepHyken

AUGUST 25, 2024

The Trouble with Great Chatbots by Dan Tynan (Freshworks) Customers love the support they get from most AI chatbots—until they find out they’re talking to a chatbot. This one focuses on chatbots and their use in customer support. So, don’t make any of the mistakes found in this article! That’s where it starts!

Self Service 86

Self Service Customer Service Chatbots Customer Centricity 86

AWS Machine Learning

FEBRUARY 18, 2025

For this solution, AWS Glue and Apache Spark handled data transformations from these logs and other data sources to improve the chatbots accuracy and cost efficiency. For example, it can correctly interpret user input date formats such as 2024-05-10 or 10th May 2024.

Knowledge Base 72

Knowledge Base System Analysis Metrics 72

DCX

MARCH 23, 2025

Use these prompts with your favorite AI Chatbot to evaluate, prioritize, and communicate your CX initiatives more effectively. What Their AI Agent Does: Talks Like a Human: Sierra’s AI isn’t your typical chatbot—it picks up on tone, context, and nuances, so conversations feel natural and helpful.

Banking 52

Banking Case Study Chatbots Leadership 52

ChurnZero

JANUARY 6, 2025

“Over the past two years, every less-than-best practice in CS has been scrutinized: where it should live, how it should look, who owns what, writes ChurnZero CEO You Mon Tsang in the most recent Customer Success Leadership Study. Revenue ownership became an operating norm in 2024,” says ESG ‘s Sheik Ayube.

Trends 52

Trends Customer Success Measurement Leadership 52

Lithium

MAY 7, 2024

2024’s top social media trends: How social listening maximizes their potential 2024’s social media marketing landscape focuses on one guiding principle: prioritization. To help you start, our in-house experts curated a list of seven key trends that define social media engagement in 2024. Take a closer look!

Self Service 52

Self Service Social Media Gamification Customer Care 52

DCX

FEBRUARY 4, 2025

Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership. You send reports, make recommendations, fight for budget—yet leadership doesn’t seem to be listening. The room went silent.

How To 52

How To Self Service Leadership Effort Score 52

CSM Magazine

OCTOBER 22, 2024

A Snapshot of Contact Centre Evolution As we come towards the last few months of 2024 and prepare to dive head-first into the New Year, it’s clear that contact centres are riding a wave of transformation. The leadership skills gap isn’t just widening; it’s turning into a chasm. Only a mere 15.3%

Groups 52

Groups Roadmap Course Report 52

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics software can be applied across a variety of channels where these interactions take place, such as social media, contact centers, online forums, email, messaging apps, or virtual assistants and chatbots. InMoment has been recognized as a leader in The Forrester Wave : Text Mining and Analytics Platforms for Q2 2024.

Analytics 195

Analytics Data Social Media Average Handle Time 195

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

AWS Machine Learning

MARCH 1, 2024

For example, if you have want to build a chatbot for an ecommerce website to handle customer queries such as the return policy or details of the product, using hybrid search will be most suitable. Contextual-based chatbots – Conversations can rapidly change direction and cover unpredictable topics. As of 2024, Jeffrey P.

Knowledge Base 135

Knowledge Base Chatbots Policies Conference 135

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

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%.

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

SurveySparrow

JUNE 7, 2024

7 Best Conversational Analytics Software in 2024 Here’s a breakdown of the top 7 contenders in 2024: SurveySparrow DialerHQ CallRail Gong Avoma MeetGeek HubSpot Sales Hub 1. Top Features: Conversational chatbots : Create bots using conversational forms in 130+ languages. Sentiment analysis and trend identification.

Analytics 52

Analytics Software Tools Analysis 52

Thematic

JANUARY 16, 2025

Chatbots and Virtual Assistants: Make interactions smarter and more personal by analyzing tone and intent. Get Leadership on Board and Set Clear Goals It’s important for company leaders to support your text analytics efforts. By 2024, 60% of businesses with strong leadership in this area will have detailed data strategies.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Think Customers

JUNE 24, 2024

Only 7% of consumers feel experiences have gotten much better over the past year, while 55% say they have gotten worse, according to CCW Digital’s 2024 June Market Study. Only 17% are confident they can successfully address a service issue with a chatbot. Like in the internet’s nascent days, there’s no one proven path.

Conference 59

Conference Technology Meeting Contact Center 59

DCX

DECEMBER 15, 2024

CX Leadership on a Shoestring Budget: How to make a big impact without breaking the bank. Waymo Are AI Video Chatbots Ready for Prime Time? Source Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence.

Chatbots 52

Chatbots Video Tips Customer Centricity 52

DCX

JULY 21, 2024

Fun, quick challenges to flex your new influence muscles A step-by-step journey covering a crucial leadership skill each day It's time to bet on yourself. Key takeaways: Introduction of Rufus: An AI chatbot designed to streamline the shopping process. Click that sign-up button, and let's kick off your 30-day transformation.

Retail 52

Retail CRM Chatbots Exercises 52

AWS Machine Learning

DECEMBER 13, 2024

In early 2024, Amazon launched a major push to harness the power of Twitch for advertisers globally. This greatly increased the scope of questions our chatbot could answer, which the initial RAG couldnt support. Since the Twitch Sales Bot launch in February 2024, we have answered over 11,000 questions about the Twitch sales process.

Sales 99

Sales Knowledge Base Advertising Video 99

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

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The author prompted the chatbot with a question about personalization versus real-time interaction management. The bot delivered an answer.

Customer Service 64

Customer Service Loyalty Programs Loyalty Customer Service Training 64

Magellan Solutions

APRIL 4, 2024

Live chat agents can also be integrated with powerful tools and technologies, such as customer relationship management (CRM) systems, knowledge bases, and intelligent chatbots. Fred understands that authentic leadership isn’t about titles or hierarchy; it’s about embodying the principles that drive the organization forward.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

AWS Machine Learning

OCTOBER 2, 2024

Whether you are developing a customer service chatbot or a virtual assistant, there are numerous considerations to keep in mind, from defining the agent’s scope and capabilities to architecting a robust and scalable infrastructure. user id 111 Today: 09/03/2024 Certainly! Your appointment ID is XXXX.

Knowledge Base 99

Knowledge Base Policies Metrics Groups 99

BirdEye

AUGUST 12, 2024

Chatbot: Yext’s chatbot training is labor-intensive and error-prone, requiring manual addition of links. Choose Birdeye: Awards show why Birdeye has achieved a remarkable feat by dominating the G2 Crowd 2024 Summer reports.

Comparison 59

Comparison Social Media Multi-Channel Analysis 59

AWS Machine Learning

NOVEMBER 30, 2023

We expect our first Trainium2 instances to be available to customers in 2024. Clariant is empowering its team members with an internal generative AI chatbot to accelerate R&D processes, support sales teams with meeting preparation, and automate customer emails. We introduced our first Titan models in April of this year.

Training 143

Training e-support Innovation Connections 143

AWS Machine Learning

SEPTEMBER 11, 2024

In March 2024, AWS announced it will offer the new NVIDIA Blackwell platform, featuring the new GB200 Grace Blackwell chip. For this post, we remain focused on PBA applicability and look at two of these topics: chatbots and time series prediction. You can connect with Hugh on LinkedIn.

Financial 104

Financial Training Data Software 104

CSM Magazine

SEPTEMBER 23, 2024

A few of the proposed actions focus specifically on customer self-service technologies such as chatbots. The briefing states: “ While chatbots can be useful for answering basic questions, they often have limited ability to solve more complex problems and disputes. Traditional chatbots are rule based.

Technology 52

Technology Customer Experience Self Service Chatbots 52

BirdEye

NOVEMBER 18, 2024

In this blog post, we’re going to take a deep dive into the current state of AI for agencies in 2024. For a more detailed analysis, check out the full State of AI for Agencies in 2024 report. based agencies in Q2 2024 to better understand this transformation. based agencies in Q2 2024 on AI adoption.

Trends 52

Trends Infographics Social Media How To 52

AWS Machine Learning

APRIL 7, 2025

Enhanced Customer Experience through Automation and Personalization**: - **Automated Customer Support**: LLMs can power chatbots and virtual assistants that provide 24/7 customer support. lower due to economic conditions) | | 2023 | 33.36 | | 2024 | 37.68 (projected) | Amazon's net income has grown from $3.03

e-support 89

e-support Guidelines Effort Score Analysis 89

AWS Machine Learning

MARCH 5, 2025

Dollar Unit Equivalencies: `1,234 million 1.234 billion` - Date Format Equivalencies: `2024-01-01 January 1st 2024` - Number Equivalencies: `1 one` - Start your response immediately with the question-answer-fact set JSON, and separate each extracted JSON record with a newline. See for examples.

Policies 79

Policies Exercises Examples Metrics 79