CSM Magazine

SEPTEMBER 4, 2024

Carter Busse, CIO, Workato Dialling the number for a company call centre is unlikely to be your first choice of outreach nowadays, especially for younger generations, but many of us will remember when that was the only option. If you experienced an issue, you needed to ring the company’s helpline first. This often resulted in listening to hours, and I mean hours, of terrible hold music before finally being put through to a person to discuss the query.

Customer Retention 52

Customer Retention Chatbots Social Media Customers 52

ECXO

SEPTEMBER 4, 2024

How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? Yep, It Works. If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Let’s face it—customer experience isn’t always a walk in the park.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

Clarivate

SEPTEMBER 4, 2024

The Web of Science Research Assistant, a generative AI-powered tool built with and for researchers, is now available to the global research community. After extensive collaboration and testing with the research community that began in December 2023, we are pleased to announce the global launch of the Web of Science Research Assistant. The research assistant combines the power of generative artificial intelligence (AI), the Web of Science knowledge graph and an all-new chat interface to provide r

Government 98

Government Chatbots Trends Innovation 98

AWS Machine Learning

SEPTEMBER 4, 2024

Kubernetes is a popular orchestration platform for managing containers. Its scalability and load-balancing capabilities make it ideal for handling the variable workloads typical of machine learning (ML) applications. DevOps engineers often use Kubernetes to manage and scale ML applications, but before an ML model is available, it must be trained and evaluated and, if the quality of the obtained model is satisfactory, uploaded to a model registry.

Training 86

Training Policies Resources Tools 86

Speaker: Jennifer Wright and Nick Barron

Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.

Retail

Adrian Swinscoe

SEPTEMBER 4, 2024

Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.

Customers 75

Customers Employee Experience Leadership Customer Experience 75

Interactions

SEPTEMBER 4, 2024

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

Tips 62

Tips Self Service Retail Customer Care 62

Optimove

SEPTEMBER 4, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Opti-X helps brands deliver tailored messaging and experiences to meet the unique preferences, behaviors, and needs of each customer. Opti-X empowers brands to meet this demand by leveraging AI to analyze customer data and deliver real-time, personalized content. In this sense, the brand will know each customer’s “lane”—or the unique characteristics of their shopping journey, including their pr

Marketing 52

Marketing Customer Experience Sports Loyalty 52

BirdEye

SEPTEMBER 4, 2024

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Forrester's Customer Insights

SEPTEMBER 4, 2024

The Forrester Wave™: Revenue Orchestration Platforms, Q3 2024, provides a comprehensive market evaluation of the ROP category, highlighting how these platforms integrate sales engagement, conversation intelligence, and revenue operations to enhance frontline productivity and buyer interactions through AI capabilities.

Sales 37

Sales Interaction Engagement Marketing 37

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

BirdEye

SEPTEMBER 4, 2024

The travel bug is back in a big way! Though travelers are increasingly turning to online reviews for guidance, this trend presents a double-edged sword for travel and hospitality businesses. This is because positive reviews put the business’s reputation on a pedestal, and negative ones can leave a lasting dent. This comprehensive guide examines the 13 most influential travel review sites.

Travel 105

Travel Hotels Social Media Hospitality 105

Forrester's Customer Insights

SEPTEMBER 4, 2024

Recently a client asked, “What are some common mistakes that vendors make when running partner or customer advisory boards?” They wanted to improve their advisory board experience and were looking for tactical help. Amy Bills and I collaborated to produce a list of common operational missteps, grouped into three categories.

B2B 35

B2B Groups Customers Customer Experience 35

AWS Machine Learning

SEPTEMBER 4, 2024

Many ecommerce applications want to provide their users with a human-like chatbot that guides them to choose the best product as a gift for their loved ones or friends. To enhance the customer experience, the chatbot need to engage in a natural, conversational manner to understand the user’s preferences and requirements, such as the recipient’s gender, the occasion for the gift, and the desired product category.

Ecommerce 77

Ecommerce Chatbots Groups Policies 77

Forrester's Customer Insights

SEPTEMBER 4, 2024

VMware Explore 2024 began with Broadcom CEO Hock Tan reannouncing a significant departure from the previous VMware direction (embracing hybrid cloud) to a singular focus on making private cloud a success. Much like hyperscalers deliver an integrated set of infrastructure services, Broadcom is targeting integrating compute, storage, and network resources.

Resources 33

Resources Trends Innovation Sales 33

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

BirdEye

SEPTEMBER 4, 2024

Analytics can be a valuable beacon for your business growth if you know how to use it right. Instagram analytics is no different. One of the most popular social media platforms for businesses, the platform serves a ton of information at every marketer’s disposal. However, not everyone uses it to its maximum potential. This blog post uncovers everything you need about Instagram analytics—its benefits, tools to measure, and ways to tweak your social media strategy based on the insights.

Analytics 59

Analytics Social Media Multi-Channel Metrics 59

Forrester's Customer Insights

SEPTEMBER 4, 2024

In 2024, European banks joined other regions and industries to see a significant drop – a worrying sign with grave business implications.

Banking 37

Banking Trends Industry Customer Experience 37