Horizon CX
APRIL 1, 2024
Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity.
AWS Machine Learning
APRIL 1, 2024
This is a guest post co-written with Meta’s PyTorch team and is a continuation of Part 1 of this series, where we demonstrate the performance and ease of running PyTorch 2.0 on AWS. Machine learning (ML) research has proven that large language models (LLMs) trained with significantly large datasets result in better model quality. In the last few years, the size of current generation models has increased significantly, and they require modern tools and infrastructure to be trained efficiently and
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TechSee
APRIL 1, 2024
TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.
delighted
APRIL 1, 2024
Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
TechSee
APRIL 1, 2024
TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ChurnZero
APRIL 1, 2024
This is a guest post by Todd Busler, CEO of Champify. When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. This is a missed opportunity. TrustRadius found that 72% of buyers use their past experiences to inform their buying decisions.
ShepHyken
APRIL 1, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?
COPC
APRIL 1, 2024
The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.
ChurnZero
APRIL 1, 2024
AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI.
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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.
Forrester's Customer Insights
APRIL 1, 2024
Corporate cloud strategies that yesterday centered on the unglamorous transition of legacy apps from out of the data center, along with some new cloud-native apps, must now incorporate transformative technologies with radically different value propositions — all without breaking the IT budget.
Kapta Customer Success
APRIL 1, 2024
Customer engagement is a high-stakes venture. Account managers are tasked with protecting and growing revenue while driving customer outcomes and maximizing customer lifetime value. That’s a tall order, especially when you consider the various roles and personality types involved. As market and economic conditions create the demand for businesses to do more with less.
Forrester's Customer Insights
APRIL 1, 2024
Yes, hindsight is 20/20. As we reach the anniversary of Bud Light’s marketing blunder, we’ve taken a look back into what really happened to fuel the iconic brand’s crisis. In the year following Bud Light’s cancellation, the company faced material backlash from both the LGBTQIA+ and conservative communities for their transgression of core brand values.
Innovative CX
APRIL 1, 2024
We’re in love with technology until it fails us. New technologies like AI and CHATGPT combined with established ones like, CRM, IVR, WFM, CHAT, and TEXT among many others, help manage contact centers and create better customer experiences. At least, that’s what we hope technology will do for us and our customers. Too often, even the finest of technological advancements can fail and cause undo anxiety for our organizations and our customers.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
Magellan Solutions
APRIL 1, 2024
Technology is the backbone of modern business, but keeping up with IT demands can be overwhelming. Are you tired of wrestling with computer issues, security threats, and system failures? Managed IT support and services can be the solution to alleviate those technology headaches by handing them over to the experts. Research reveals that businesses can reap substantial benefits from successfully deploying Managed IT Support and Services, including IT cost reductions of 25-45% and operational effic
Think Customers
APRIL 1, 2024
Frantic. There’s no better word to describe the moment you realize you’ve lost your phone. Especially if you’re among the 70% of us who have experienced nomophobia , the anxiety triggered by separation from your phone. Being without a phone is so stress-inducing, that 23% of us would rather hold a tarantula and 14% prefer swimming with sharks over being phone-free, according to a survey by Sky Mobile, a U.K. mobile network provider.
NobelBiz
APRIL 1, 2024
We are overjoyed to inform that our business has just received G2 badges in the Fall report ! We are extremely proud of this recognition, which is a testament to our dedication to offering our clients top-notch goods and services. We would like to take this chance to thank each and every one of our clients who cast a vote for us in the G2 Fall report.
SurveySensum
APRIL 1, 2024
Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.
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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.
Help Scout
APRIL 1, 2024
Your guide to the customer success manager role with insights into responsibilities, career trajectories, and salary expectations.
Optimove
APRIL 1, 2024
NBA star basketball player LeBron James famously declared, “I’m not a point guard, shooting guard, small forward, or power forward. I’m a basketball player.” This sentiment reflects a trend towards versatility in a sport. These are position-less players. Position-less was displayed by Jauan Jennings of the San Francisco 49ers in the 2024 Super Bowl.
Forrester's Customer Insights
APRIL 1, 2024
EMEA B2B companies: If you have a cross-functional alignment success story or have achieved exceptional results within a single function, we want to hear from you. Learn more about Forrester’s B2B Summit EMEA Awards.
Forrester's Customer Insights
APRIL 1, 2024
APAC B2B companies: If you have a cross-functional alignment success story or have achieved exceptional results from a single function, we want to hear from you. Learn more about our B2B Summit APAC awards.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Forrester's Customer Insights
APRIL 1, 2024
Enterprise customer service solutions support customers over a breadth of channels, and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.
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