ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. To fully harness the potential of AI, organizations must navigate a complex landscape of ethical, privacy, and change management considerations.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

AWS Machine Learning

OCTOBER 24, 2023

In today’s information age, the vast volumes of data housed in countless documents present both a challenge and an opportunity for businesses. Traditional document processing methods often fall short in efficiency and accuracy, leaving room for innovation, cost-efficiency, and optimizations. However, the potential doesn’t end there.

Hospitality 122

Hospitality Examples e-support Data 122

ECXO

NOVEMBER 26, 2024

Standardize Processes and Procedures, and Develop a Knowledge Management System Invest in robust, standardized processes that anyone on your team can follow. Document best practices, create playbooks, and make sure that all employees are on the same page. Encourage unicorns to document their methods, solutions, and best practices.

Self Service 334

Self Service Training Culture Analytics 334

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. What is B2B Customer Experience?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

AWS Machine Learning

AUGUST 14, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI)-powered assistant that helps enterprises unlock the value of their data and knowledge. While using their data source, they want better visibility into the document processing lifecycle during data source sync jobs.

Report 109

Report Data Groups Examples 109

AWS Machine Learning

SEPTEMBER 8, 2023

For modern companies that deal with enormous volumes of documents such as contracts, invoices, resumes, and reports, efficiently processing and retrieving pertinent data is critical to maintaining a competitive edge. What if there was a way to process documents intelligently and make them searchable in with high accuracy?

Metrics 114

Metrics Resources Data Management 114

AWS Machine Learning

NOVEMBER 6, 2023

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from scanned documents. Queries is a feature that enables you to extract specific pieces of information from varying, complex documents using natural language.

Self Service 113

Self Service Banking Training Customers 113

AWS Machine Learning

OCTOBER 29, 2024

Enterprises in industries like manufacturing, finance, and healthcare are inundated with a constant flow of documents—from financial reports and contracts to patient records and supply chain documents. Solution overview To be scalable and cost-effective, this solution uses serverless technologies and managed services.

Healthcare 93

Healthcare Resources Analysis Competitive Advantage 93

AWS Machine Learning

MAY 1, 2024

We developed the Document Translation app, which uses Amazon Translate , to address these issues. The Document Translation app uses Amazon Translate for performing translations. Amazon Translate provides high-quality document translations for contextual, accurate, and fluent translations. 1 – Translating a document.

Case Study 110

Case Study Study Software Communication 110

AWS Machine Learning

MAY 1, 2024

Numerous customers face challenges in managing diverse data sources and seek a chatbot solution capable of orchestrating these sources to offer comprehensive answers. This post presents a solution for developing a chatbot capable of answering queries from both documentation and databases, with straightforward deployment.

Knowledge Base 113

Knowledge Base Chatbots Data Groups 113

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? Video] Struggling to Manage CX? This is where having a top-notch project manager as part of the team can really help! So how do you run better CX meetings?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

AWS Machine Learning

AUGUST 21, 2024

Today, physicians spend about 49% of their workday documenting clinical visits, which impacts physician productivity and patient care. By using the solution, clinicians don’t need to spend additional hours documenting patient encounters. What are the differences between AWS HealthScribe and the LMA for healthcare?

Healthcare 98

Healthcare Meeting Interaction Knowledge Base 98

AWS Machine Learning

DECEMBER 6, 2023

Such data often lacks the specialized knowledge contained in internal documents available in modern businesses, which is typically needed to get accurate answers in domains such as pharmaceutical research, financial investigation, and customer support. For example, imagine that you are planning next year’s strategy of an investment company.

Knowledge Base 114

Knowledge Base Analytics Tools Data 114

InMoment XI

OCTOBER 7, 2024

To dive deeper into these advancements, speak with an expert or contact a dedicated account manager. Use Case: “As a marketing manager, I need to be able to share business updates, promotions, and events via Google Posts, so that we inform and engage with our customers as they browse online and allow them to make better decisions.”

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

AWS Machine Learning

SEPTEMBER 3, 2024

However, managing the complex infrastructure required for big data workloads has traditionally been a significant challenge, often requiring specialized expertise. SageMaker Studio runs inside an AWS managed virtual private cloud ( VPC ), with network access for SageMaker Studio domains, in this setup configured as VPC-only.

Policies 101

Policies Resources Data Analytics 101

InMoment XI

OCTOBER 19, 2023

They serve as centralized hubs where businesses manage customer interactions. They rely on technology, such as Interactive Voice Response (IVR) systems, to automate responses and categorize customer requests, ensuring that they reach the right destination. They offer greater control over the technology stack and data security.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

AWS Machine Learning

NOVEMBER 7, 2024

Today we are announcing the general availability of Amazon Bedrock Prompt Management , with new features that provide enhanced options for configuring your prompts and enabling seamless integration for invoking them in your generative AI applications. Choose Create prompt. Provide a name and description, and choose Create.

Management 134

Management Financial Tools System 134

BlueOcean

NOVEMBER 11, 2024

The Client A Multinational IT & Networking Technology Corporation This company has been our client for more than 10 years. As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management, and technical documentation.

Case Study 177

Case Study Study Contact Center ROI 177

InMoment XI

MAY 31, 2022

With the number of touchpoints a customer has with a brand increasing with the proliferation of technologies and channels, the need to create a consistent experience is critically important.” – McKinsey & Company. ” – Jessica Pfeifer, VP & General Manager, InMoment. Define Customer Segments.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Experience Investigators by 360Connext

APRIL 14, 2020

Start with what you know you can manage. Start with what you can manage. With the technology and tools today, we can gather a lot of this virtually. Interview front-line employees like contact center agents, account managers, and delivery workers. Technology makes virtual journey mapping easy to do successfully.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

AWS Machine Learning

SEPTEMBER 5, 2024

For this, we use Amazon Bedrock Prompt Management and Amazon Bedrock Prompt Flows to systematically evaluate prompts for your generative AI applications at scale. Prerequisites For this example, you need the following: An AWS account and a user with an AWS Identity and Access Management (IAM) role authorized to use Amazon Bedrock.

Management 123

Management Effort Score User Experience Examples 123

Kayako

MAY 30, 2017

Nayar, former CEO of HCL Technologies, an IT services company, begins by asking the audience why employees feel good about voluntarily going to church on a Sunday, but dread going to work on next Monday. Nayar sees employees as your unique value proposition, so managers’ should be enthusing, encouraging and enabling employees.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

Calabrio

JULY 28, 2020

As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award. Julie also provides technical and subject matter expertise for overall Resource Management processes and systems.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

Lumoa

OCTOBER 7, 2021

Digital experiences are the interactions between a user (customer, partner, or employee) and an organization that are only possible because of digital technologies. However, technology on its own doesn’t make something a digital experience. A good rule to remember is that digital experiences do what a physical process cannot.

Feedback 195

Feedback Social Media Omni-Channel Customer Experience 195

AWS Machine Learning

MAY 30, 2024

To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedures, runbooks), which is currently scattered across multiple internal platforms (for example, Confluence sites and SharePoint folders).

Chatbots 115

Chatbots Knowledge Base Innovation Interaction 115

Comm100

MAY 19, 2020

Therefore, management can easily discover the problems or needs of their customers and find ways to address and resolve them. If you have many such documents or help articles online, though, customers or users may not be able to find or use them quickly. This is one of the greatest benefits of live chat. Faster Problem Resolutions.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

TechSee

MAY 9, 2024

However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. AI in customer experience management is transformative. For tasks like setup or troubleshooting, choose an LLM management provider with proven expertise in these areas. Why Use AI for CX?

Contact Center 136

Contact Center Training Guidelines Video 136

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Now, banks are not only expected to provide immediate assistance but also to adopt real-time payment technologies. Engaging Customers Proactively About Financial Management/Advising.

Banking 221

Banking Customer Experience Self Service Financial 221

InMoment XI

JANUARY 10, 2024

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. While both models involve managing customer interactions across various channels, there are distinct differences in their approaches. What is an Omnichannel Contact Center?

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

AWS Machine Learning

MARCH 28, 2024

If you’re implementing complex RAG applications into your daily tasks, you may encounter common challenges with your RAG systems such as inaccurate retrieval, increasing size and complexity of documents, and overflow of context, which can significantly impact the quality and reliability of generated answers.

Telecommunications 122

Telecommunications Innovation System Travel 122

InMoment XI

MAY 30, 2024

Forrester states, “The XI platform’s strengths include knowledge-based/symbolic AI; genAI-based processes, including pre-processing and post-processing of data; document-level text mining; DevOps and text analytics embedded in other business applications; natural language understanding; and support for all relevant use cases.”

Analysis 195

Analysis Software Self Service Social Media 195

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! Strategies like creating new implementation videos or FAQ documents to guide your customers can be the baby steps to get to the outcomes you want.

How To 248

How To Net Promoter Score Course Customer Journeys 248

Comm100

OCTOBER 25, 2021

It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. With customers demanding the superior experience that digital channels provide, it has become key for contact centers to adopt live chat and other digital technologies.

Contact Center 238

Contact Center Omni-Channel Knowledge Base Chatbots 238

AWS Machine Learning

NOVEMBER 19, 2024

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon Web Services available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case.

Knowledge Base 85

Knowledge Base Management Customer Satisfaction Policies 85

InMoment XI

SEPTEMBER 25, 2024

This technology supports a wide array of applications, from voice-activated assistants and chatbots to sophisticated text analysis tools and language translation services. This makes managing emails easier. This technology matches the candidate’s skills and experience with job requirements.

Data 195

Data Social Media Net Promoter Score Analysis 195