IntouchInsight
MARCH 28, 2024
When getting a quick cup of coffee or a breakfast sandwich on the go, the drive-thru has become an essential feature for many Americans. In fact, according to a recent survey, almost half of US consumers consider drive-thru facilities to be crucial when selecting where to grab their morning brew.
AWS Machine Learning
MARCH 28, 2024
Today, customers of all industries—whether it’s financial services, healthcare and life sciences, travel and hospitality, media and entertainment, telecommunications, software as a service (SaaS), and even proprietary model providers—are using large language models (LLMs) to build applications like question and answering (QnA) chatbots, search engines, and knowledge bases.
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Feedbackly
MARCH 28, 2024
In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. The research began in February 2024 and will continue until the end of April. The study aims to determine how business is affected when a store environment plays a playlist tailored to the brand compared to a randomly selected playlist.
AWS Machine Learning
MARCH 28, 2024
Large language models (LLMs) are generally trained on large publicly available datasets that are domain agnostic. For example, Meta’s Llama models are trained on datasets such as CommonCrawl , C4 , Wikipedia, and ArXiv. These datasets encompass a broad range of topics and domains. Although the resulting models yield amazingly good results for general tasks, such as text generation and entity recognition, there is evidence that models trained with domain-specific datasets can further improve LLM
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Upstream Works
MARCH 28, 2024
Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kustomer
MARCH 28, 2024
In the heart of every revolution lies a symbol of change—a beacon that guides us forward, embodying our aspirations, our dreams, and our journey. For Kustomer, that symbol has always been more than just a logo; it’s a statement, a promise, a commitment to excellence in customer service. Today, we’re thrilled to share with you a milestone in our journey: the unveiling of our new Kustomer logo.
Forrester's Customer Insights
MARCH 28, 2024
As is often the case with poorly understood tech that promises to change the world, consumers worry about its ethics and human impact. Yet a vast majority of these skeptics will use (and love) genAI during 2024, whether they know it or not.
delighted
MARCH 28, 2024
With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. As soon as you add at least two questions to your survey, Delighted’s AI Recommended Questions will suggest three other questions for you to consider. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant.
Customer Enthusiast
MARCH 28, 2024
Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Interactions
MARCH 28, 2024
39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for
Forrester's Customer Insights
MARCH 28, 2024
Kubecon is the place where big tech and large enterprise cloud users converge with open-source communities and startups to collaborate on the latest trends in cloud-native. Generally, Kubernetes (K8s) has become the epicenter of platform engineering innovation with that trend continues this year.
Zonka Feedback
MARCH 28, 2024
We are thrilled to announce that Zonka Feedback has been awarded the ISO 27001:2022 certification, a prestigious global standard for information security management. This achievement is a testament to our unwavering commitment to ensuring the security and privacy of our customers' data.
Forrester's Customer Insights
MARCH 28, 2024
My recent analysis of Forrester’s Marketing Survey, 2024, reveals that growing organizations face many of the same challenges as organizations with no growth, but they order their marketing priorities differently.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Team Support
MARCH 28, 2024
If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.
Zonka Feedback
MARCH 28, 2024
The easiest way to define customer experience is the way your customers view the nature of their relationship with your company. Providing your customers with delightful experiences is the cornerstone of building strong, lasting customer relationships.
Team Support
MARCH 28, 2024
If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.
CSM Magazine
MARCH 28, 2024
In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues. Forty-three percent of contact center staff are unhappy in their roles , and 35 percent are considering leaving their jobs in the next 12 months.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
SurveySparrow
MARCH 28, 2024
On site surveys are your direct link to website visitors. They allow you to ditch guesswork and get the real deal with user feedback. But what exactly are they? And how do you effectively embed one into a website? Let’s find out! What is an On Site Survey? On-site or on-page surveys are questionnaires designed to collect feedback from website visitors in real-time.
CSM Magazine
MARCH 28, 2024
Restaurant owners operate under tight margins. Caterers, fast food, and food trucks often do better than full-service restaurants, while cafes typically have the best margins. However, regardless of which type of organization a restaurant owner runs, they want to save time and money. The right software program can help them achieve this goal. This program will automate repetitive tasks and free up employees for jobs that add value to the company.
SurveySensum
MARCH 28, 2024
Ever find yourself wondering where the day went, your to-do list still staring back, largely unticked? It’s a common student plight. Transforming your work habits can feel like a daunting quest. But, with the pressures of academic life bearing down, adopting effective strategies for student productivity isn’t just desirable, it’s essential.
CSM Magazine
MARCH 28, 2024
Crypto casinos have become a distinct category in the gaming industry, standing out for their use of cryptocurrencies like Bitcoin, Ethereum, and Litecoin. Notably, online casinos accepting cryptocurrency offer players a myriad of advantages over traditional platforms, including transparency, enhanced security, and the convenience of faster and cheaper transactions.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Forrester's Customer Insights
MARCH 28, 2024
Last week, SITA, the multinational IT company supporting the air travel industry, announced it would be the lead investor in the Series A funding in Indicio, a decentralized digital identity solution provider.
CSM Magazine
MARCH 28, 2024
As a music studio owner, you know that every melody has its rhythm, and the same goes for your business flow. But when it comes to students, the real art is not just attracting new faces—it’s about keeping them coming back for more. Crafting strategies for customer retention is like composing a hit song; it requires attention to detail, creativity, and some personal flair.
Brad Cleveland Blog
MARCH 28, 2024
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him. In this episode, I reflect on the digital revolution of the 2000s … Continue reading → The post CX in the Wild: Shaping Exceptional Journeys appeared first on Brad Cleveland.
CSM Magazine
MARCH 28, 2024
The efficiency of a company’s mailroom operations can significantly contribute to its overall productivity and customer satisfaction. An organized and well-managed mailroom ensures timely distribution and dispatch of mail, preventing delays and miscommunications. This guide aims to provide comprehensive solutions that can be implemented to streamline mailroom operations, ensuring smooth and seamless workflows.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Brad Cleveland Blog
MARCH 28, 2024
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him. In this episode, I reflect on the digital revolution of the 2000s … Continue reading → The post CX in the Wild: Shaping Exceptional Journeys appeared first on Brad Cleveland.
2020 Research
MARCH 28, 2024
Key Takeaways Incorporating diverse data ensures that the population you’re serving is represented. Having a diverse sample enriches discussions by incorporating unique viewpoints and backgrounds, fostering a broader understanding of the topic at hand. By conducting research with a focus on diversity, healthcare researchers can identify and address health disparities.
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