Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences. It’s time to test AI’s limits, see what it’s good at doing, and find out where it falls short.

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Strategy Customer Experience Self Service How To 143

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to mee these expectations, while keeping a lid on budget and resources? The answer is to streamline customer service through intelligent technology, AI-powered automation, and empowering agents.

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Customer Service Strategy Self Service How To 130

Experience Investigators by 360Connext

MAY 7, 2024

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape yo

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Healthcare Culture Customer Voice Connections 143

Brandwatch CX

MAY 7, 2024

What were the highlights of the Met Gala 2024? We analyzed the online conversation and here are the most talked about moments, celebrities, and designers.

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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

Zonka Feedback

MAY 7, 2024

With customer expectations evolving continuously, the ability to deliver personalized customer experiences has become a necessity for businesses nowadays. Marketing automation enables businesses to streamline repetitive tasks, nurture leads effectively, and engage with customers across various touchpoints effortlessly. Effective marketing automation tools help serve this purpose.

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Survey Touchpoint Customer Expectations Tools 59

2020 Research

MAY 7, 2024

In the ever-evolving landscape of medical advancements, where groundbreaking discoveries are celebrated an uncomfortable truth lies hidden in plain sight – the stark disparity in women’s health research and understanding. Our newest omnibus survey illuminates the less traveled paths of women’s health, revealing critical insights into misconceptions, research & development disparities, the undeniable gender health gap, and the intricate challenges surrounding infertility.

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Report Travel Survey Data 52

Innovative CX

MAY 7, 2024

There’s been plenty written about how to improve your customer experience. And of course, there’s equally as much written on the employee experience as well. Recognizing how important the linkage between these two is imperative to improving both experiences. The Colleague Experience differs from these two. For nearly ten years, I’ve been talking about how the colleague experience is about how we interact with one another to achieve an improved experience for our customers.

Engagement 52

Engagement Effort Score Metrics Customer Service Representative 52

CSM Magazine

MAY 7, 2024

Hey, guess what? Getting the gang together for some fun team-building stuff is like the secret sauce to making your work vibe amazing! It’s all about shaking things up and getting everyone to mingle in a chill way, away from the usual grind. There exists a diverse range of team building activities and there’s something for everyone! Picture this: one day you’re untangling yourselves from a human pretzel, and the next you’re hunting for treasures like pirates.

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Exercises Engagement Culture Groups 52

Think Customers

MAY 7, 2024

We’re thrilled to announce our new thought leadership partnership with the European Customer Experience Organization (ECXO) , a leading CX business network that empowers leaders, people, and organizations in Europe and around the world to collaborate, discuss, generate brand awareness, learn, and grow. Join us as we continue to explore exciting developments in customer experience, innovation, employee experience (EX), design, adoption, and more—all related to digital media and customer eng

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Leadership Employee Experience Innovation Customer Engagement 52

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.

Data

CSM Magazine

MAY 7, 2024

The digital era has ushered in a new way to enjoy casino games, straight from the comfort of your home. A leading platform like jackpot city brings the excitement directly to you, with its online platform that mimics the thrill of being on a casino floor. It offers a diverse array of games, from the adrenaline of slot machines to the strategic gameplay of blackjack and roulette, presenting endless entertainment to its users.

Transportation 52

Transportation Entertainment Banking Financial 52

SurveySparrow

MAY 7, 2024

Since COVID and the digitalization era, the educational sector has dramatically transitioned. It’s no longer the old-school paper and pen method; many advanced tools have entered the picture and have reshaped the process of teaching and learning immensely. I’m here to guide you through a detailed comparison of the two top learning tools in the industry, helping you decide which one is better and which you should consider using.

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Comparison Tools Entertainment Study 52

SurveySensum

MAY 7, 2024

Welcome to the private marketplace (PMP), where advertisers and publishers come together to optimize the buying experience and maximize campaign performance. In 2034, it’s anticipated that real-time trading will seize 25.9% of the market share, with the private market (PMP) segment forecasted to claim 19.0%. Sounds like PMP is a promising tool to use in a digital marketing strategy, doesn’t it?

Advertising 52

Advertising ROI Report Trends 52

CSM Magazine

MAY 7, 2024

Imagine a world where artificial intelligence (AI) and human expertise seamlessly intertwine, transforming the contact centre landscape as we know it? As we embark on a journey towards 2030, the once futuristic notion of AI-powered contact centres is no longer a distant dream but a rapidly unfolding reality. At Sabio Group, we have witnessed first-hand the evolution of AI and its transformative impact on customer service.

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Self Service Analytics Groups Customer Satisfaction 52

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The 5 Essentials of a CX-First Platform 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?

Customer Experience

Brandwatch CX

MAY 7, 2024

What were the highlights of the Met Gala 2024? We analyzed the online conversation and here are the most talked about moments, celebrities, and designers.

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Forrester's Customer Insights

MAY 7, 2024

I’m pleased to announce the publication of the first of my two generative AI (genAI) Marketing in APAC reports, “The State Of Generative AI For Marketing In Asia Pacific.” The data overview report covers a wide range of topics on APAC marketers’ use of genAI, including adoption, investment, use cases, benefits, challenges, and concerns.

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Marketing Report Data Advertising 58

AWS Machine Learning

MAY 7, 2024

Large language models (LLMs) have unlocked new possibilities for extracting information from unstructured text data. Although much of the current excitement is around LLMs for generative AI tasks, many of the key use cases that you might want to solve have not fundamentally changed. Tasks such as routing support tickets, recognizing customers intents from a chatbot conversation session, extracting key entities from contracts, invoices, and other type of documents, as well as analyzing customer f

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System Examples Policies Training 92

Forrester's Customer Insights

MAY 7, 2024

AppGen platforms will integrate the steps of software analysis, development, security, testing, and delivery by providing TuringBots for both low-code and high-code development spanning every step — all while incorporating the principles of agile and DevOps along the way.

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Analysis Software Technology Strategy 36

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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

AWS Machine Learning

MAY 7, 2024

The prevalence of virtual business meetings in the corporate world, largely accelerated by the COVID-19 pandemic, is here to stay. Based on a survey conducted by American Express in 2023, 41% of business meetings are expected to take place in hybrid or virtual format by 2024. Attending multiple meetings daily and keeping track of all ongoing topics gets increasingly more difficult to manage over time.

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Meeting Resources Call Recording Training 99

Forrester's Customer Insights

MAY 7, 2024

In 2022, I examined the Anti-Money Laundering (AML) landscape in Asia Pacific (APAC), highlighting the key trends and technologies. Since then, much has changed. New hotspots have emerged for money launderers, while innovative technology has also emerged to fight back against them. Notably, Generative AI has catapulted itself into the forefront of this fight.

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Trends Innovation Technology Government 32

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. But there’s a problem. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. If you’d like to see more data around the top priorities and challenges for CS and Sales leaders this year, check out our report.

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Sports Sales Strategy Net Promoter Score 98

Forrester's Customer Insights

MAY 7, 2024

AI — a catchword and momentous concept — is all-consuming. It demands nearly as much energy as Argentina uses in a year, is the obsession of practically every marketer I meet, and is invoked breathlessly by those who have the most to gain and lose from it.

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

AWS Machine Learning

MAY 7, 2024

This post is co-written with Tim Camara, Senior Product Manager at Veritone. Veritone is an artificial intelligence (AI) company based in Irvine, California. Founded in 2014, Veritone empowers people with AI-powered software and solutions for various applications, including media processing, analytics, advertising, and more. It offers solutions for media transcription, facial recognition, content summarization, object detection, and other AI capabilities to solve the unique challenges profession

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Video e-support Comparison Advertising 88

Forrester's Customer Insights

MAY 7, 2024

VMware Has Evolved Over the years, most of the Fortune 5000 have standardized on VMware technologies. However, once Broadcom announced its intent to acquire VMware, many of the tech leaders at these firms, concerned with the acquisition, began exploring options.

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SurveySparrow

MAY 7, 2024

Revenue in the Enterprise Performance Management Software market is projected to reach US$5.08bn in 2023. Revenue is expected to show an annual growth rate of 4.89%, resulting in a market volume of US$6.45bn by 2028. And, simplifying employee performance reviews and coordinating staff objectives with corporate goals are two benefits of a smart performance management software solution.

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VDS

MAY 7, 2024

At the Knowledge 2024 event, ServiceNow and Genesys introduced the Unified Experience solution, combining Genesys Cloud’s AI capabilities with ServiceNow’s Customer Service Management (CSM) workflows. This partnership is set to transform customer interactions and enhance employee support. Key Takeaways: The Unified Experience solution aims to elevate customer service by integrating Genesys Cloud’s AI technology with ServiceNow’s workflow management.

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Lithium

MAY 7, 2024

Hello Atlas members! If you haaven't sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Self Service 52

Self Service Social Media Gamification Customer Care 52

Forrester's Customer Insights

MAY 7, 2024

“Money is an inherently ‘multi-player’ experience – not a single-player game. But most incumbent FIs haven’t built their products or software systems to serve the collaborative needs of multiplayer finance.

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