IntouchInsight

JULY 23, 2024

The future of online shopping looks incredibly promising, with e-commerce spending projected to reach $1.2 trillion in 2024. To understand how shopping habits are evolving, we surveyed over 1,500 customers across North America. Our Retail Technology Consumer Perception Survey explores differences in shopping habits by age, the rise of chatbots, the impact of personalized advertising, and advancements in retail AI technology.

Trends 156

Trends Advertising Chatbots Retail 156

C3Centricity

JULY 23, 2024

All CEOs face many challenges, perhaps those of small and mid-sized companies more so than others. However, the current data-rich environment offers an enormous untapped potential for SMEs. Let me explain. Today’s technically advanced and data-rich environment makes the strategic use of data a crucial element for success. While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior u

Data 157

Data Customer Centricity Analysis Study 157

InMoment XI

JULY 23, 2024

As digital transactions become more prevalent, the ecommerce customer experience is critical for its success. Brands that prioritize this aspect of business often find themselves leading the market, while those that neglect it struggle to compete in a crowded landscape. This post is all about exploring what ecommerce customer experience is, why it is important, and how you can enhance it to boost your business.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

Experience Investigators by 360Connext

JULY 23, 2024

Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it’s so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about customer service, but you’ll hear why they should care about customer experience as well.

Customer Experience 190

Customer Experience Customer Journeys Customer Service Leadership 190

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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

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer. One style that’s gaining popularity is the servant leader.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

Zeisler Consulting

JULY 23, 2024

Customer Experience is a very important part of advancing your brand. In fact, as I like to say, CX is the delivery of your brand. When you think about your Brand Promise, your Marketing team spends a lot of time and energy developing and designing it. It turns to the CX function in your organization to deliver on that promise. That takes an awful lot of investigation into your Customers’ insights, identifying the gaps between what you’re telling the world you’re all about and what your Custom

Touchpoint 72

Touchpoint Travel Brands System 72

Zonka Feedback

JULY 23, 2024

The Voice of the Patient (VoP) is rapidly becoming a cornerstone of quality care in the healthcare industry. At its core, VoP encompasses the diverse opinions, preferences, and experiences of patients, providing valuable insights that can drive improvements in healthcare services. A recent study by the Journal of Patient Experience revealed that healthcare facilities implementing structured VoP programs experienced a 20% increase in patient satisfaction scores.

Healthcare 59

Healthcare Study Feedback Industry 59

DCX

JULY 23, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial I’m excited to share a new FREE course designed just for you. How often do you feel like your hard work isn't making the impact it should?

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Culture Innovation Touchpoint Policies 52

Optimove

JULY 23, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Personalization is critical in the iGaming industry as it empowers operators to boost retention, drive loyalty, and maximize revenue. Opti-X allows brands to create personalized, impactful customer journeys, ensuring lasting relationships and increased engagement. Key takeaways: Market Growth : The iGaming market is booming and is projected to grow at a 10.44% compound annual growth rate (CAGR).

Self Service 52

Self Service Sports Return on Investment Loyalty 52

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

CSM Magazine

JULY 23, 2024

A business is nothing without customers and/or clients who not only hand over their hard-earned money in return for goods or services once but continue to trust and stay loyal to your own company over your industry rivals. Customer service remains the most important area of a company’s core processes, which needs constant attention, improvements and modifications, and with this in mind, here is how to improve the customer service levels of your own business to improve brand loyalty.

Loyalty 52

Loyalty Brands Customer Service How To 52

NobelBiz

JULY 23, 2024

Implementing omnichannel call center software can change the way insurance providers interact with clients. It helps streamline internal processes, and ultimately improve customer experience. In this article, we’ll talk about how How Omnichannel Call Center Software can help Insurance Agencies How Insurance Providers Can Benefit From Call Center Software 1.

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Call Center Insurance Omni-Channel Software 52

Help Scout

JULY 23, 2024

Learn five compelling reasons great customer service is important and why it’s something your business can’t do without.

Customer Service 59

Customer Service Customers 59

Forrester's Customer Insights

JULY 23, 2024

Enterprises experimenting with generative AI (genAI) are prioritizing use cases that enable internal and external users to better retrieve information they need, be it data, how-to pages, corporate policies, or return policies. Retrieval-augmented generation (RAG) is now the most common underlying approach for building this type of large language model (LLM)-based enterprise knowledge-retrieval application.

Policies 57

Policies Data How To 57

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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

Keatext

JULY 23, 2024

The challenge that credit unions face today is not the organizational buy-in, but the technology needed to launch a member-focused strategy.

Technology 52

Technology Strategy 52

Forrester's Customer Insights

JULY 23, 2024

GitLab is a leading platform for version control, continuous integration and delivery (CI/CD), and collaboration. With its robust features and security focus, GitLab has gained a loyal user base and has become a go-to solution for enterprise developers worldwide.

Analytics 54

Analytics Customers Technology Strategy 54

Strativity

JULY 23, 2024

The post The Great Re-Bundling: How to Embed Customer Centricity into your Bundling Strategy appeared first on Material.

Customer Centricity 52

Customer Centricity Strategy How To Customers 52

Forrester's Customer Insights

JULY 23, 2024

Do executives understand generative AI (genAI) better than consumers do? Nope — apparently not. Our research shows that among consumers, generative AI is poorly understood or not at all (see The State Of Consumer Usage Of Generative AI, 2024).

Training 37

Training Survey Consumers User Experience 37

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

AWS Machine Learning

JULY 23, 2024

Today, we are excited to announce that the state-of-the-art Llama 3.1 collection of multilingual large language models (LLMs), which includes pre-trained and instruction tuned generative AI models in 8B, 70B, and 405B sizes, is available through Amazon SageMaker JumpStart to deploy for inference. Llama is a publicly accessible LLM designed for developers, researchers, and businesses to build, experiment, and responsibly scale their generative artificial intelligence (AI) ideas.

Innovation 123

Innovation Training Tools Resources 123

Forrester's Customer Insights

JULY 23, 2024

In our previous blog post on retrieval-augmented generation (RAG), we explained the motivation for implementing a RAG architecture and presented a very basic example architecture for retrieving enterprise knowledge. But the solution doesn’t stop there; in this blog post, we’ll describe advanced RAG architectures for enterprise knowledge applications.

Examples 34

Examples 34

Forrester's Customer Insights

JULY 23, 2024

The recent CrowdStrike incident that affected over eight million Microsoft systems, including those in hospitals, banks, emergency response centers, and airports, is likely to be the largest IT outage in history.

Hospitality 34

Hospitality Banking Communication System 34

Forrester's Customer Insights

JULY 23, 2024

From June 10th to 12th Accenture hosted clients, consultants, analysts and SAP staff in Cannes for the 25th Accenture SAP Leadership Council. The event was focused on the EMEA region as this represents the largest segment of Accenture’s global SAP practice.

Leadership 34

Leadership Consulting Strategy Customers 34

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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

Forrester's Customer Insights

JULY 23, 2024

Before 2022, software development primarily focused on reliability and functionality testing, given the predictable nature of traditional systems and apps. However, with the rise of generative AI models, the concept of model and AI alignment has become increasingly crucial.

Technology 34

Technology Software Report System 34

Forrester's Customer Insights

JULY 23, 2024

What do discrimination, harmful content, unexpected outcomes, and catastrophic business failure have in common? They are all potential consequences of misaligned AI. They are also largely avoidable. Misaligned AI erodes trust among employees, customers, government and other stakeholders, and trusted AI will hold the key to enterprise AI success.

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Government Customers 34

Forrester's Customer Insights

JULY 23, 2024

Kommen die personal genAI-Agenten also wirklich und wie werden sie sich auf das Verbraucherverhalten auswirken? In diesem Beitrag erhalten Sie Updates und Einblicke in das „Zeitalter der Agents“.

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Forrester's Customer Insights

JULY 23, 2024

Dank meiner persönlichen Erfahrungen und meiner Leidenschaft für E-Commerce habe ich einige Erkenntnisse gewonnen, von denen ich Ihnen erzählen möchte. Ich werde Ihnen überzeugende Gründe und effektive Strategien aufzeigen, die B2B-Organisationen beherzigen sollten. So können sie diesen Vermarktungsweg zum Vorantreiben ihres Unternehmenswachstums nutzen.

B2B 34

B2B Marketing 34

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

Forrester's Customer Insights

JULY 23, 2024

Digital transformation is a cornerstone of innovation and sustainable growth. The World Economic Forum estimates more than two-thirds of new value creation over the next decade could come from digitally enabled platforms.

Insurance 32

Insurance Travel Retail Innovation 32