eglobalis

NOVEMBER 15, 2023

Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.

NPS 304

NPS Contact Center Customer relationships Measurement 304

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

IntouchInsight

NOVEMBER 15, 2023

This year at Intouch Insight, we have focused on getting our customers the resources they need to succeed. To support this initiative, we have created a wide variety of assets to help guide our customers into reaching customer experience excellence.

Resources 156

Resources Customer Experience Customers 156

Comm100

NOVEMBER 15, 2023

The gaming industry is an ever-evolving behemoth, with innovations, user demographics, and technologies constantly shifting. At the core of these dynamics is the need for robust player engagement and support. However, challenges abound. In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs.

Omni-Channel 113

Omni-Channel Engagement Touchpoint Entertainment 113

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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

Clarivate

NOVEMBER 15, 2023

Every year, the unveiling of the Highly Cited Researchers list sparks anticipation within the global research community as both researchers and their affiliated institutions or organizations scrutinize the list. Today, we present our 2023 list , recognizing 6,849 individuals from more than 1,300 institutions across 67 countries and regions. These Highly Cited Researchers stand out for their significant and broad influence in various scientific and social science domains, representing a small fra

Policies 130

Policies Analysis Exercises Groups 130

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all.

Omni-Channel 124

Omni-Channel Financial Groups Analytics 124

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. With the rise of AI and automation, new possibilities have emerged for optimizing digital presence across Google search, maps, profiles, reviews, ads, and more. This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on ho

Brands 111

Brands Data Consumers Technology 111

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

BirdEye

NOVEMBER 15, 2023

We’ve all heard it before: word-of-mouth can make or break a business. But what happens when those words travel at the speed of the internet? Online reviews have the power to transform customer perceptions on a massive scale. When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business.

Retail 111

Retail Brands Consumers Case Study 111

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 15, 2023

Llama 2 stands at the forefront of AI innovation, embodying an advanced auto-regressive language model developed on a sophisticated transformer foundation. It’s tailored to address a multitude of applications in both the commercial and research domains with English as the primary linguistic concentration. Its model parameters scale from an impressive 7 billion to a remarkable 70 billion.

System 116

System Chatbots Examples Training 116

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human.

Knowledge Base 105

Knowledge Base Leadership eBook System 105

AWS Machine Learning

NOVEMBER 15, 2023

Prompt engineering has become an essential skill for anyone working with large language models (LLMs) to generate high-quality and relevant texts. Although text prompt engineering has been widely discussed, visual prompt engineering is an emerging field that requires attention. Visual prompts can include bounding boxes or masks that guide vision models in generating relevant and accurate outputs.

Training 115

Training Automotive Examples Data 115

Zonka Feedback

NOVEMBER 15, 2023

At the core of shaping a brand's identity and credibility is an invaluable asset: customer experience (CX). This fundamental approach focuses on how businesses interact with their customers at every step. It covers all interactions, whether it's buying something or just getting in touch. Making these moments count is key.

Customer Experience 98

Customer Experience Strategy Interaction Customers 98

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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

AWS Machine Learning

NOVEMBER 15, 2023

AutoML allows you to derive rapid, general insights from your data right at the beginning of a machine learning (ML) project lifecycle. Understanding up front which preprocessing techniques and algorithm types provide best results reduces the time to develop, train, and deploy the right model. It plays a crucial role in every model’s development process and allows data scientists to focus on the most promising ML techniques.

Training 112

Training Data How To Strategy 112

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding prog

Call Center 96

Call Center Contact Center Employee Engagement Gamification 96

MyCustomer

NOVEMBER 15, 2023

Customer Experience Leader of the Year judges Christopher Brooks, Ian Golding, and Sue Duris get together to discuss all things CXLOTY. Watch on-demand now.

Customer Experience 100

Customer Experience Customers 100

Helpware

NOVEMBER 15, 2023

Multilingual customer support is considered one of the best ways to enter foreign markets and keep clients. Currently, many developing businesses understand this more and more as they are searching for new CS solutions. It's a simple case of speaking your customers' languages, and your business will grow. Though this requires resource allocation and expenditure, it can offer a quick payback.

Resources 89

Resources Customers Marketing 89

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

SAP Customer Experience

NOVEMBER 15, 2023

Introduction Some of the most common activities in SAP CC projects are to handle the calls to external APIs consumed by the platform. Luckily SAP CC has ready-to-use APIs that could help configuring/using these integrations with API Registry Module. The goal of this article is to show you how you.

How To 83

How To Consumers Customer Experience Customers 83

MyCustomer

NOVEMBER 15, 2023

*Where AI and Marketing Collide: 2024 CX Predictions* Acxiom has launched a brand new research report, tapping into the experience,

Report 90

Report Trends Brands Marketing 90

The DiJulius Group

NOVEMBER 15, 2023

Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu”.

Competitive Advantage 64

Competitive Advantage Groups Customer Service Customer Experience 64

MyCustomer

NOVEMBER 15, 2023

In an interview with MyCustomer, Miika Mäkitalo, the CEO of HappyOrNot, delves into the backstory of the four distinctive smiley-faced buttons and explores the role of data in staying ahead of the curve.

Metrics 62

Metrics Feedback Data Customers 62

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. She shares the research that confirms customers are being ignored – and explains how to listen better. What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? A colleague who knows which prompts your chatbot needs to address and how much personalization is too much?

Social Media 61

Social Media Feedback Chatbots Touchpoint 61

Optimove

NOVEMBER 15, 2023

Why It Matters: Segmentation makes your messages more relevant and ensures you’re connecting with your highest-value customers at the moments they’re most likely to respond. In this post, learn why segmentation needs to be at the cornerstone of any successful SMS marketing campaign. The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention.

Return on Investment 59

Return on Investment ROI Customer Retention Loyalty 59

Zonka Feedback

NOVEMBER 15, 2023

Paperform stands out as a user-friendly offline software tailored for small businesses. It simplifies the form creation process, enabling even those without a tech background to design professional and polished forms using its customizable, form builder.

Software 59

Software Survey Feedback 59

SAP Customer Experience

NOVEMBER 15, 2023

Introduction The goal of this article is to provide documentations needed when upgrading Swagger SAP Commerce to version 2211. SAP best practices recommends to use swaggerintegration extension to automate the API documentation process and provide Swagger UI for your web services. Activating Swagger in 2211 The basic steps to activate.

How To 64

How To Customer Experience Customers 64

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

Optimove

NOVEMBER 15, 2023

Why It Matters: SMS marketing segmentation makes your messages more relevant and ensures you’re connecting with your highest-value customers at the moments they’re most likely to respond. In this post, learn why message segmentation needs to be the cornerstone of any successful SMS marketing campaign. The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention.

Return on Investment 52

Return on Investment ROI Customer Retention Loyalty 52

Zonka Feedback

NOVEMBER 15, 2023

Paperform stands out as a user-friendly offline software tailored for small businesses. It simplifies the form creation process, enabling even those without a tech background to design professional and polished forms using its customizable, form builder.

Software 52

Software Feedback Customers 52

Magellan Solutions

NOVEMBER 15, 2023

Have you ever thought about how a business would thrive without customer service ? If you’re a start-up, having dedicated customer support may pose challenges with hiring and training costs. However, as a business owner, are you willing to give up this crucial aspect, especially since studies show that around 54% of your customers may stop doing business due to poor customer service?

Call Center 52

Call Center Call Center Solutions Poor Customer Service Social Media 52