eglobalis

NOVEMBER 19, 2024

The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.

B2B 381

B2B Healthcare Innovation System 381

InMoment XI

NOVEMBER 22, 2024

Customer experience (CX) is crucial to SaaS business success. Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. Collecting user feedback for SaaS companies is a powerful step in this direction.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

NOVEMBER 17, 2024

Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users.

B2B 348

B2B Loyalty Connections Technology 348

BlueOcean

NOVEMBER 19, 2024

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.

Case Study 156

Case Study Study Communication Average Handle Time 156

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Experience Investigators by 360Connext

NOVEMBER 19, 2024

If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.

Strategy 143

Strategy Customer Retention Metrics Measurement 143

ECXO

NOVEMBER 19, 2024

May the CX Force be with you! The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Upstream Works

NOVEMBER 20, 2024

Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.

Video 88

Video How To 88

The DiJulius Group

NOVEMBER 18, 2024

The best companies purposely make it hard to get hired Getting hired at your company should be extremely hard. It is only fair to your existing employees that you stay exceptionally selective on whom you let in. People must earn the right to be a part of your culture and legacy. Unlike the many businesses. Read Full Article The post The Best Companies Purposely Make It Hard To Get Hired appeared first on The DiJulius Group.

Company 84

Company Culture Groups Training 84

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

AWS Machine Learning

NOVEMBER 20, 2024

Email remains a vital communication channel for business customers, especially in HR, where responding to inquiries can use up staff resources and cause delays. The extensive knowledge required can make it overwhelming to respond to email inquiries manually. In the future, high automation will play a crucial role in this domain. Using generative AI allows businesses to improve accuracy and efficiency in email management and automation.

Knowledge Base 113

Knowledge Base Data Healthcare Innovation 113

Interactions

NOVEMBER 22, 2024

The Conversational AI (CAI) landscape is transforming at lightning speed, driven by advancements in Generative AI (GenAI) and large language models (LLMs). As enterprises seek new ways to automate processes, enhance customer interactions, and optimize employee productivity, conversational AI solutions have become essential to achieving these goals. However, in a crowded and competitive market, finding the right CAI partner that aligns with your organization’s objectives can be challenging.

Interaction 62

Interaction Trends Technology Marketing 62

InMoment XI

NOVEMBER 19, 2024

Think about the last time you asked ChatGPT a fairly simple question but got an unexpected response. Perhaps it provided a factually incorrect statement or just misunderstood your prompt. The result is described as a “hallucination”, a growing concern for businesses using AI systems. What is an AI hallucination? An AI hallucination occurs when an AI system produces false or misleading results as facts.

Training 195

Training Healthcare Contact Center System 195

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.

Customer Service 74

Customer Service Loyalty Customer Satisfaction Customer Service Training 74

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

AWS Machine Learning

NOVEMBER 21, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI. The recent announcement of batch inference in Amazon Bedrock enables organizations to process large volumes of data efficiently at 50% less cost comp

Guidelines 95

Guidelines e-support Call Center Culture 95

Integrity Solutions

NOVEMBER 20, 2024

The road to success in sales is filled with challenges, highs and lows. Many variables come into play. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.” But this is a passive and, ultimately, self-defeating way to view and approach the profession of sales.

Sales 67

Sales How To Training Self Service 67

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

ShepHyken

NOVEMBER 21, 2024

Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. How much can bad customer service cost your business? It could cost you your business. Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.

Poor Customer Service 62

Poor Customer Service How To Feedback Customers 62

Adrian Swinscoe

NOVEMBER 22, 2024

I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […] The post Is channel snobbery holding back brands’ customer experience efforts? first appeared on Adrian Swinscoe.

Brands 59

Brands Customer Experience Consulting Customers 59

AWS Machine Learning

NOVEMBER 18, 2024

Recent enhancements in the field of generative AI , such as media generation technologies, are rapidly transforming the way businesses create and manipulate visual content. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, pr

Policies 108

Policies Resources Infographics Entertainment 108

Blake Morgan

NOVEMBER 19, 2024

                                                                                   Creating loyal customers isn’t just about great products—it’s about delivering experiences so remarkable that customers can’t help but come back for more. Brittany Hodak, a CX keynote speaker and author of Creating Superfans , breaks down exactly how businesses can transform everyday customers into passionate advocates.

Loyalty 69

Loyalty Strategy Leadership Connections 69

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Thematic

NOVEMBER 18, 2024

AI sentiment analysis helps you decode the human emotion in text. It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.

Analysis 62

Analysis Multi-Channel How To Social Media 62

Zonka Feedback

NOVEMBER 20, 2024

Zonka Feedback is thrilled to introduce WhatsApp Surveys, a feature that revolutionizes feedback collection with unmatched response rates. At Zonka Feedback, we’ve always believed in meeting customers where they are.

Feedback 59

Feedback Survey Meeting Customers 59

ChurnZero

NOVEMBER 22, 2024

Nothing in customer success causes CSMs to catch “feelings”, as Naomi Aiken puts it, as reliably as losing a customer. Churn often brings feelings of shame, blame, and frustration in its wake, making it hard to analyze and learn from the loss. But what if you could break the cycle? A former ChurnZero CSM and team leader, and now the founder of Techtonic Lift , Naomi has developed the Outcomes Club format for learning from churn.

Exercises 52

Exercises How To Culture Leadership 52

AWS Machine Learning

NOVEMBER 20, 2024

In today’s data-intensive business landscape, organizations face the challenge of extracting valuable insights from diverse data sources scattered across their infrastructure. Whether it’s structured data in databases or unstructured content in document repositories, enterprises often struggle to efficiently query and use this wealth of information.

Data 102

Data Groups Knowledge Base Sales 102

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

BirdEye

NOVEMBER 22, 2024

Struggling to keep up with endless property listings, social media posts, and marketing materials? You’re not alone. Real estate agents spend an average of 15 hours weekly on marketing tasks – time that could be better spent with clients. AI tools help real estate reputation management by turning reviews into revenue, converting feedback into leads, and maintaining your brand’s credibility across multiple platforms.

Tools 52

Tools Marketing Social Media Multi-Channel 52

Thematic

NOVEMBER 17, 2024

Hopin’s Hypergrowth and the Feedback Challenge When I first joined Hopin, the company was still in its early stages—just 70 of us, all working together to create virtual event experiences that felt more connected. Little did I know just how quickly things would change. Fast forward a few years, and Hopin grew to over 1,000 employees. This kind of hypergrowth, while exciting, brings its own set of challenges, and one of the biggest was getting customer insights from feedback.

Data 62

Data Feedback Analysis Trends 62

CSM Magazine

NOVEMBER 22, 2024

In today’s business environment, where competition is fierce, and customer loyalty is key to success as much as attracting new clients, Customer Interaction Management (CIM) software plays a vital role in achieving this goal by improving communication and enhancing the overall customer experience to build loyalty and retain customers effectively.

Interaction 52

Interaction Software Management How To 52