CSM Magazine

DECEMBER 6, 2023

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. However, delivering excellent customer service requires more than just hiring people and having the necessary tools.

Training 52

Training Customer Success Exceptional Customer Service Social Media 52

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

Customer Service Training 154

Customer Service Training Customers Interaction Customer Service 154

Clarivate

DECEMBER 6, 2023

Students and researchers can easily locate new sources of research on diverse topics with the enriched ProQuest Dissertations & Theses Citation Index, as well as easily showcase their work and monitor impact over time. An academic career can be rewarding, but also marked by high stress [1]. Today’s researchers are challenged to balance multiple priorities and deadlines – from securing adequate funding for their work, to meeting the demands of a full teaching workload — all while publishing r

Connections 130

Connections Feedback Metrics Meeting 130

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

DECEMBER 6, 2023

Conversational AI has come a long way in recent years thanks to the rapid developments in generative AI, especially the performance improvements of large language models (LLMs) introduced by training techniques such as instruction fine-tuning and reinforcement learning from human feedback. When prompted correctly, these models can carry coherent conversations without any task-specific training data.

Knowledge Base 126

Knowledge Base Analytics Tools Data 126

AWS Machine Learning

DECEMBER 6, 2023

This post is co-written with Stanislav Yeshchenko from Q4 Inc. Enterprises turn to Retrieval Augmented Generation (RAG) as a mainstream approach to building Q&A chatbots. We continue to see emerging challenges stemming from the nature of the assortment of datasets available. These datasets are often a mix of numerical and text data, at times structured, unstructured, or semi-structured.

Chatbots 123

Chatbots Training Financial Data 123

Clarivate

DECEMBER 6, 2023

By the year 2030, it is likely the legal space will look and operate differently to today, resulting in reshaping the way IP professionals at law firms and in-house councils work. What could this mean for the future of the IP legal profession? Today’s global workforce is experiencing significant, swift and continuous shifts. Customer needs are evolving.

Government 59

Government Resources Industry Technology 59

AWS Machine Learning

DECEMBER 6, 2023

Despite the seemingly unstoppable adoption of LLMs across industries, they are one component of a broader technology ecosystem that is powering the new AI wave. Many conversational AI use cases require LLMs like Llama 2, Flan T5, and Bloom to respond to user queries. These models rely on parametric knowledge to answer questions. The model learns this knowledge during training and encodes it into the model parameters.

Training 118

Training Knowledge Base How To Management 118

CSM Magazine

DECEMBER 6, 2023

Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Almost every organization is evaluating generative AI (GenAI) solutions and trying to figure out how to leverage the technology to drive business value today, rather than waiting for the future.

Customer Service 59

Customer Service Chatbots Trends Customers 59

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

Uplight

DECEMBER 6, 2023

The opportunity for virtual power plants (VPPs) markets is huge. DOE predicts, for example, that VPPs could serve 20% of peak load and save $10B in annual grid costs by 2030 by displacing traditional (peaker) generation. Moreover, as numerous market observers have pointed out (see here, here, and here), VPPs will be an essential part Read More The post Want to scale up residential Virtual Power Plants (VPPs)?

Policies 52

Policies Examples Marketing Industry 52

SurveySensum

DECEMBER 6, 2023

Ever found yourself wondering w hy some businesses flourish while others struggle to keep up? Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. It’s like a fitness tracker for your customer relationships, telling you when things are blooming or need a little extra care.

Effort Score 52

Effort Score Metrics Customer Satisfaction System 52

CSM Magazine

DECEMBER 6, 2023

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models.

Customer Service 52

Customer Service Self Service Telecommunications Chatbots 52

The DiJulius Group

DECEMBER 6, 2023

On this episode of The Customer Service Revolution, Nicole Paul, a renowned expert in customer experience, is our guest host. Nicole plunges into the heart of customer service, discussing its potential as a competitive edge, the importance of transparent communication within an organization, and some useful methods to transform unhappy customers into brand enthusiasts.

Brands 52

Brands Groups Customers Communication 52

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Adrian Swinscoe

DECEMBER 6, 2023

Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to talk […] The post Personalization is pervasive but it’s not personal – Interview with Shafqat Islam first appeared on Adrian Swinscoe.

Software 49

Software Marketing Customer Retention Customer Centricity 49

Help Scout

DECEMBER 6, 2023

Generative AI can easily handle basic questions like “What does Customers Helped mean in my email report?”— but even then it often feels like something is … missing. Here's how to benefit from AI tools without lowering your quality bar.

Report 45

Report Tools How To Customers 45

West Monroe

DECEMBER 6, 2023

Clinical research is in a state of evolution, with organizations forced to respond to market pressures while simultaneously adapting to an increasingly digital environment. These pressures include a rise in R&D costs, healthcare consumerism, patient centricity, and a decline in the appearance of blockbuster-status products. The impact of these pressures has varied among organizations.

Guidelines 40

Guidelines Customer Journeys Healthcare Study 40

Optimove

DECEMBER 6, 2023

On August 16, 2023, Gartner announced that it had placed “Generative AI on the Peak of Inflated Expectations on the 2023 Hype Cycle for Emerging Technologies.” Gartner notes that the Hype Cycle for Emerging Technologies is unique among Gartner Hype Cycles because it distills key insights from more than 2,000 technologies and applied frameworks that Gartner profiles each year into a succinct set of “must-know” emerging technologies.

Technology 52

Technology 52

Speaker: Jamie Bernard

Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.

Financial

Forrester's Customer Insights

DECEMBER 6, 2023

We recently completed The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, covering what is also known as enterprise performance management (EPM), financial planning and analytics (FP&A), or extended planning and analytics (xP&A). This is the first time that we’ve updated this Wave since 2016, and a lot has changed!

Analytics 32

Analytics Financial Management Customers 32

SmartKarrot

DECEMBER 6, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of discussing the intricacies of Product-Led Customer Success (CS) with Jolyn Isabelo, Head of Onboarding & Scaled Success APAC at MongoDB. As organizations increasingly recognize the pivotal role of customer outcomes, mastering Product-Led CS has become a fundamental strategy for leveraging usage insights, triggers, and product-centric onboarding to drive success.

Customer Success 10

Customer Success Net Promoter Score Effort Score Metrics 10

Forrester's Customer Insights

DECEMBER 6, 2023

A new internet is rising. As customers seek faster, more dynamic digital experiences, businesses must build applications capable of serving those customers with lower latency, and with personalized and geographically relevant content.

Data 32

Data Customer Experience Customers 32

AWS Machine Learning

DECEMBER 6, 2023

Summarization is the technique of condensing sizable information into a compact and meaningful form, and stands as a cornerstone of efficient communication in our information-rich age. In a world full of data, summarizing long texts into brief summaries saves time and helps make informed decisions. Summarization condenses content, saving time and improving clarity by presenting information concisely and coherently.

Healthcare 122

Healthcare Guidelines Analysis Tips 122

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Customer Experience

Forrester's Customer Insights

DECEMBER 6, 2023

The Forrester Wave™: Managed Detection And Response Services In Europe, Q4 2023, went live earlier this week and is our first evaluation of the managed detection and response (MDR) space focused on the European market. In Europe, data sovereignty demands drive distinct European service requirements to which MDR service providers have had to respond.

Management 29

Management Data Marketing Trends 29

Forrester's Customer Insights

DECEMBER 6, 2023

Follow our advice to find and fix problems and create better experiences for your customers this holiday season.

Retail 32

Retail Customer Experience B2C Customers 32