Thu.Oct 31, 2024

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What is Digital Customer Engagement and Why It Matters In 2024?

SurveySensum

80% of customers prefer to interact with brands through digital channels. That’s almost all your customers! However, the question arises – Are you paying enough attention to your digital channels? Are you creating experiences that are unique to your customers? Are you creating customer engagement in a digital world? What strategies are employed to build lasting relationships with your customers?

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Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

Your call center plays a huge role in your brand reputation. A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations.

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Create a generative AI–powered custom Google Chat application using Amazon Bedrock

AWS Machine Learning

AWS offers powerful generative AI services , including Amazon Bedrock , which allows organizations to create tailored use cases such as AI chat-based assistants that give answers based on knowledge contained in the customers’ documents, and much more. Many businesses want to integrate these cutting-edge AI capabilities with their existing collaboration tools, such as Google Chat, to enhance productivity and decision-making processes.

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What is Conversational Marketing? A Full Guide

Comm100

The way brands promote their solutions has changed over time. We’ve come a long way from traditional marketing tactics and embraced new ways of promoting the solutions we offer. Nowadays, brands don’t just focus on advertising their products or services but on establishing lasting relationships with their target audience. This is where conversational marketing comes into play, enabling businesses to interact with the intended audience on a personal level.

Marketing 130
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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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CX University and Mauricio Alanís Launch Spanish Version of Customer Experience Specialist (CXS)™ Program

CX University

CX University, a leader in Customer Experience (CX) training, is excited to announce the launch of its Customer Experience Specialist (CXS) program in Spanish, developed in collaboration with renowned CX expert Mauricio Alanís. This innovative program, designed for Spanish-speaking professionals, offers comprehensive training in the five domains essential for excelling in the field of Customer Experience.

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A Guide to Instagram Marketing: Strategy and Tips for 2025

Brandwatch CX

Discover the top Instagram marketing strategies for 2025, including tools, ad types, and posting tips.

Tips 97
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Need Another Arrow in Your Marketing Quiver? Increase Customer Referrals!

Daniel Group

Increase Customer Referrals and Improve your Marketing Strategy Companies spend significant sums on customer acquisition strategies and less on customer retention strategies. For example, a study conducted for Forbes Insights ( Retentionomics: The Path to Profitable Growth ) found that 44% of companies focus more on customer acquisition vs. 18% of companies that focus more on customer retention.

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When Gen Z Write the Marketing Script: What Brands Can Learn

Brandwatch CX

Here's how to amplify your social media presence with the help of Gen Z based on the latest TikTok trend. Here's what you need to know.

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How to Create Effective Customer Service Training Videos

CSM Magazine

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Need to drive home a key concept or skill? Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Customer service training videos offer several advantages: Consistency: Ensure consistent delivery of training material across all team members.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Top 10 LinkedIn Analytics Tools To Help You Maximize Your Marketing

Brandwatch CX

Discover the top 10 LinkedIn analytics tools to boost your marketing strategy. Enhance your insights and drive better results.

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What CX Teams Need to Know About Beta Testing

Centercode

CX teams can gain valuable insights from beta testing, enhancing customer support and satisfaction from day one.

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Top 10 LinkedIn Analytics Tools To Help You Maximize Your Marketing

Brandwatch CX

Discover the top 10 LinkedIn analytics tools to boost your marketing strategy. Enhance your insights and drive better results.

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Are customer success charters stuck in the past?

ChurnZero

Customer success charters are a mainstay for CS teams and strategy. But are they overdue for an update now that roughly half of CS teams own renewals and expansions? According to the 2024 Customer Success Leadership Study., charters haven’t evolved much in the past four years. Onboarding and adoption remain the top priorities, with “revenue” activities such as renewals and expansions lower on the list.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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When Gen Z Write the Marketing Script: What Brands Can Learn

Brandwatch CX

Here's how to amplify your social media presence with the help of Gen Z based on the latest TikTok trend. Here's what you need to know.

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Beyond Borders: A guide to Scalable Customer Support

5CA

In a world where customers expect quick, seamless support, the ability to scale your support team has become essential.

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Siemens Continues The Shift From Grease To Code With Acquisition Of Altair Engineering

Forrester's Customer Insights

German industrial conglomerate Siemens is spending $10 billion to acquire Altair Engineering. Read what this means for Forrester's clients in manufacturing and beyond.

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Discover insights from Gmail using the Gmail connector for Amazon Q Business

AWS Machine Learning

A number of organizations use Gmail for their business email needs. Gmail for business is part of Google Workspace , which provides a set of productivity and collaboration tools like Google Drive , Gmail , and Google Calendar. Google Drive supports storing documents such as Emails contain a wealth of information found in different places, such as within the subject of an email, the message content, or even attachments.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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In North America, Mobile Banking Apps Are Sufficient But Undifferentiated

Forrester's Customer Insights

Forrester recently evaluated mobile banking apps in Canada and the US in our latest Digital Experience Review™ (DXR). It shows that: Banks’ apps are barely keeping up with customers’ needs and expectations. Mobile banking usage is rising and evolving, and the pace of change has been accelerating since 2020.

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Accelerate custom labeling workflows in Amazon SageMaker Ground Truth without using AWS Lambda

AWS Machine Learning

Amazon SageMaker Ground Truth enables the creation of high-quality, large-scale training datasets, essential for fine-tuning across a wide range of applications, including large language models (LLMs) and generative AI. By integrating human annotators with machine learning, SageMaker Ground Truth significantly reduces the cost and time required for data labeling.

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US and Canadian 2024 NPS Results – Another Year of Decline

Forrester's Customer Insights

Forrester recently published Net Promoter Score℠ (NPS) rankings for brands in the United States and Canada.

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Navigating The Convergence Of Edge Computing, IoT, And OT With AIOps

Forrester's Customer Insights

By providing contextualization within the larger IT estate, AIOps ensures seamless performance, enhanced security, and operational efficiency. Learn more in the final blog in this series.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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The Brand Safety Industry Is [Redacted]

Forrester's Customer Insights

A spotlight has recently been cast on a problem many considered solved: advertising in proximity to unsafe content. Even while using common, industry-standard brand safety tools, brands have unknowingly demonetized articles, news publications, and content including terms like “protest,” “gay,” and “covid.