InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. This software, which exists as an extension of AI and natural language processing (NLP), is used to gather insights from unstructured text data in order to make informed business decisions. If your business has reached the need to purchase text analysis software , you are more than likely comparing third-party evaluations as part of your research process.

Analytics 260

Analytics How To Roadmap Knowledge Base 260

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. Read on! What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the en

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

IntouchInsight

JUNE 25, 2024

It's a common misconception that Mystery Shopping, Customer Feedback Surveys, and Reputation Management all deliver the same insights into the customer journey. This belief can result in overlooking important aspects of the customer experience.

Survey 156

Survey Feedback Management Customer Journeys 156

Experience Investigators by 360Connext

JUNE 25, 2024

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents. We’ll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur.

Tips 143

Tips Survey Customer Journeys Customer relationships 143

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Bill Quiseng

JUNE 26, 2024

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

Customer Experience 167

Customer Experience Social Media Loyalty Interaction 167

BlueOcean

JUNE 25, 2024

Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a sense of belonging for all employees.

Customer Experience 156

Customer Experience Policies Government Resources 156

IntouchInsight

JUNE 24, 2024

This June, we're excited to announce two new updates designed to enhance the IntouchCheck® user experience. These updates focus on improving the efficiency and usability of managing follow-ups and editing checklists. Additionally, we are introducing four new IntouchCheck® Templates to help streamline your operations.

User Experience 156

User Experience Management 156

ECXO

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. “But what are you talking about?”, you might be asking, well, let me explain to you better. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

Customer Centricity 117

Customer Centricity Culture Customer Journeys Customer Satisfaction 117

Daniel Group

JUNE 25, 2024

What’s Next In B2B CX? Video Transcript: Welcome. I wanted to try something different this month. So rather than writing a blog, I am recording a video of a blog. So I hope you like it. Let me know what you think. At the end of the video, there’s my contact information, so feel free to let me know. I wanna spend some time today just talking about where we see CX in the marketplace, how it’s standing with with the clients we’re working with, and some of the trends we see.

B2B 105

B2B Video Trends Customer Experience 105

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Beyond Philosophy

JUNE 27, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. There are typically several things happening. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience.

Customer Experience 78

Customer Experience Resources Brands Financial 78

AWS Machine Learning

JUNE 24, 2024

This post is a continuation of Creating Natural Conversations with Amazon Lex QnAIntent and Amazon Bedrock Knowledge Base. In summary, we explored new capabilities available through Amazon Lex QnAIntent, powered by Amazon Bedrock , that enable you to harness natural language understanding and your own knowledge repositories to provide real-time, conversational experiences.

Knowledge Base 100

Knowledge Base Hotels Hospitality Transportation 100

Upstream Works

JUNE 24, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post How AI Optimizes the Omnichannel CX Journey appeared first on Upstream Works.

Omni-Channel 88

Omni-Channel 88

Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking. The post Effective Bank Customer Retention Strategies appeared first on Genroe | Customer Experience | Net Promoter Score.

Customer Retention 96

Customer Retention Banking Net Promoter Score Strategy 96

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Sales

Blueshift

JUNE 21, 2024

Audience syndication and CDPs go together like birthday parties and pizza. Like sandy beaches and soft towels. Like tea and your favorite mug. The right CDP implementation just makes audience syndication better. Admittedly, setting up a CDP isn’t always as fun as a day at the shore, but it doesn’t have to be daunting. We’ve created a sample timeline to show how easy it can be to onboard a CDP and get started with audience syndication.

Roadmap 95

Roadmap Video Data Customers 95

Beyond Philosophy

JUNE 21, 2024

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sunken Cost Fallacy, where people need help to walk away from investments, leading to subsequent mistakes.

Customer Experience 78

Customer Experience Customer Experience Management Examples Interaction 78

AWS Machine Learning

JUNE 25, 2024

We are excited to announce the availability of the Jamba-Instruct large language model (LLM) in Amazon Bedrock. Jamba-Instruct is built by AI21 Labs, and most notably supports a 256,000-token context window, making it especially useful for processing large documents and complex Retrieval Augmented Generation (RAG) applications. What is Jamba-Instruct Jamba-Instruct is an instruction-tuned version of the Jamba base model, previously open sourced by AI21 Labs, which combines a production grade-mod

Examples 97

Examples Analysis Technology Innovation 97

Heart of the Customer

JUNE 21, 2024

The Secrets to AGCO’s Positive Customer Experience Success Courtney Warford leads an inspiring program at AGCO. She has done a marvelous job of connecting customer experience to operations, creating outsized influence throughout the company. In return, AGCO has invested to become even more customer-focused with the growth of Courtney’s CX practitioner team over the last […] The post The Secrets to AGCO’s CX Success appeared first on Heart of the Customer.

Connections 78

Connections Customer Focused Customer Experience Company 78

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Helpware

JUNE 26, 2024

The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This year's conference, which took place on June 05-06, 2024, was the second one I attended, and I was eager to witness the evolution and progress that had occurred since the 2023 edition.

Trends 75

Trends Data Conference Industry 75

ShepHyken

JUNE 23, 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. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 67

Customer Service Loyalty Programs Chatbots Loyalty 67

Beyond Philosophy

JUNE 20, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Surge pricing is a form of dynamic pricing. However, sometimes customers don’t see it this way. Depending on your perspective, surge pricing can feel like price discrimination. Surge Pricing takes advantage of peak demand.

Airlines 78

Airlines Communication Customers Wait Times 78

AWS Machine Learning

JUNE 21, 2024

eSentire is an industry-leading provider of Managed Detection & Response (MDR) services protecting users, data, and applications of over 2,000 organizations globally across more than 35 industries. These security services help their customers anticipate, withstand, and recover from sophisticated cyber threats, prevent disruption from malicious attacks, and improve their security posture.

Interaction 94

Interaction Training Data Customers 94

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Clarivate

JUNE 21, 2024

AI and systematic literature reviews: potential benefits and use cases Good quality evidence is the hallmark of any successful roadmap to access. Systematic literature reviews (SLRs) and meta-analysis are generally considered to be among the most robust forms of evidence; their adherence to strict methodological guidelines helps negate the inherent bias of researchers.

Guidelines 75

Guidelines Handbook Study Government 75

Helpware

JUNE 25, 2024

An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.

Customer Service 71

Customer Service Financial Customer Base Customers 71

Help Scout

JUNE 25, 2024

Discover how you can integrate generative AI into your customer support strategy for improved operational efficiency and an elevated customer and agent experience.

How To 62

How To Customers Strategy Customer Experience 62

Adrian Swinscoe

JUNE 25, 2024

This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […] The post How artificial intelligence in task management can transform the customer and employee experiences first appeared on Adrian Swinscoe.

Employee Experience 59

Employee Experience Customer Experience Management Customer Success 59

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

AWS Machine Learning

JUNE 21, 2024

Amazon SageMaker JumpStart is a machine learning (ML) hub offering pre-trained models and pre-built solutions. It provides access to hundreds of foundation models (FMs). A private hub is a feature in SageMaker JumpStart that allows an organization to share their models and notebooks so as to centralize model artifacts, facilitate discoverability, and increase the reuse within the organization.

Management 88

Management Policies e-support Resources 88

Optimove

JUNE 24, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Keeping sports bettors engaged after their favorite team is eliminated helps maintain player loyalty and drive continuous interaction. By leveraging bettors’ emotional connections to teams and players, marketers can create targeted strategies to keep engagement high, ensuring bettors remain active and interested.

Sports 59

Sports Tips Engagement Analytics 59

BirdEye

JUNE 27, 2024

Retaining patients and ensuring they choose you again is not just about your service. It also includes how accessible your service is, how easy communication is, and how valued your patients feel. And for a busy target audience, online booking and HIPAA-compliant texting solutions can do wonders. The time to ditch SMS was yesterday. Healthcare providers that don’t implement HIPAA (Health Insurance Portability and Accountability Act) compliant texting risk losing patients, accruing fines, and fac

Healthcare 52

Healthcare Multi-Channel Communication Consulting 52