TechSee

SEPTEMBER 30, 2024

In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu

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Industry First Call Resolution Automotive Customer Satisfaction 109

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations. It’s important for companies that want to give great customer service to figure out why this “war” is happening and what it means.

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Sales Customer Experience Innovation Culture 156

InMoment XI

SEPTEMBER 30, 2024

Imagine this: A potential patient searches for a dentist in your area, and your practice pops up—along with a handful of reviews. At that moment, your online reputation is either drawing them in or driving them away. Dental reputation management is more than just keeping an eye on patient reviews; it’s about shaping how your practice is perceived across the web.

Management 195

Management Social Media Software Feedback 195

AWS Machine Learning

SEPTEMBER 30, 2024

In this blog post, we will show you how to leverage AI21 Labs’ Task-Specific Models (TSMs) on AWS to enhance your business operations. You will learn the steps to subscribe to AI21 Labs in the AWS Marketplace, set up a domain in Amazon SageMaker, and utilize AI21 TSMs via SageMaker JumpStart. AI21 Labs is a foundation model (FM) provider focusing on building state-of-the-art language models.

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Airlines Exercises e-support Financial 101

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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

ShepHyken

SEPTEMBER 30, 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. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.

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Customer Service Employee Experience Customer Service Training Loyalty 88

CX University

SEPTEMBER 30, 2024

CX University and HBC today announced the formation of CXUAsia, a joint venture aimed at delivering world-class customer experience (CX) training and certification across the Asia-Pacific region. CXUAsia will leverage the combined expertise of its founding partners to offer comprehensive CX education programs tailored for all organizational levels, from frontline employees to C-suite executives.

Training 69

Training Net Promoter Score Customer Experience Customer Centricity 69

Adrian Swinscoe

SEPTEMBER 30, 2024

Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company. Wanting to find a […] The post NICE’s 1CX could be a game-changer for solving knotty customer problems first appeared on Adrian Swinscoe.

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Customers Company Contact Center Customer Journeys 59

Forrester's Customer Insights

SEPTEMBER 30, 2024

In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. However, amidst all the changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry.

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Banking Connections Financial Innovation 54

2020 Research

SEPTEMBER 30, 2024

You’ve talked to your participants; now talk to your data. With Query AI , extracting meaningful insights from your QualBoard projects has never been easier or more intuitive. Imagine simply typing in your questions and receiving accurate, relevant answers derived from your project data, including everything from participant-uploaded videos to intricate hours of in-depth interviews (IDI), focus group recordings, and countless verbatim responses.

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Analysis Video Analytics Data 52

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.

Data

West Monroe

SEPTEMBER 30, 2024

Cybersecurity has emerged as a critical competitive advantage in the rapidly evolving landscape of the energy and utilities sector, attracting significant attention from private equity and venture capital investors. This shift reflects a growing recognition of cybersecurity's role in risk mitigation, operational resilience, and long-term value creation.

Competitive Advantage 52

Competitive Advantage Government Measurement System 52

Optimove

SEPTEMBER 30, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: From Netflix, sports betting, and online casinos, consumers have countless ways to connect to entertainment at their fingertips. Lotteries can position themselves as a unique and compelling form of entertainment to outshine the competition. This post offers essential strategies for lottery operators to enhance their market position and increase revenue.

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Entertainment Strategy Loyalty Programs Social Media 52

CSM Magazine

SEPTEMBER 30, 2024

When you’re in customer service and a client calls in the wake of an auto accident they’ve been involved in, you have to deliver an exceptional experience from the word go. They’re counting on you to steer them through the chaos, so you need effective strategies to support them while keeping your company’s standards high. With that in mind, here’s a look at some practical methods for handling these sensitive situations, with the end goal of enhancing client trust and satisfaction.

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Strategy Management Insurance Customer Satisfaction 52

BirdEye

SEPTEMBER 30, 2024

Marketers live on Facebook and Instagram dashboards every day—these are the two most critical channels for any business campaign. Add Whatsapp for text messages, and Meta becomes the marketer’s world. That is why the platform has integrated all these crucial channels into one dashboard—the Meta Business Suite. An official replacement for the multiple ad managers Meta had, it is a vital tool for social media managers to create, monitor, and manage their business’s presence.

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Social Media Multi-Channel Advertising Tools 52

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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

CSM Magazine

SEPTEMBER 30, 2024

Motorcycle accidents are a growing concern on Texas roads, with 1,447 crashes occurring in 2022 alone, resulting in 226 fatalities. In 2023, this number decreased to 204 fatalities from 1,394 crashes. The devastating consequences of these incidents highlight the need for experienced representation. A skilled motorcycle accident lawyer can aid you to get legal help and make a significant difference in the outcome of your case, ensuring you receive fair compensation for medical expenses, lost wage

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Insurance Financial System Report 52

Think Customers

SEPTEMBER 30, 2024

Effortless. Seamless. Easy. These are the customer experiences that brands of all types aspire to achieve. But as you know if you’ve ever tried something without preparation and practice, just because something looks effortless doesn’t mean it is. A few years ago, I signed up for a 10K run before I realized it was the morning after my best friend’s 30 th birthday party.

Airlines 52

Airlines Analysis Tips Training 52

CSM Magazine

SEPTEMBER 30, 2024

In the vibrant city of San Diego, workplace safety remains a critical focus for both employers and employees. With the bustling economy and diverse industries present, workplace injuries, including the common workplace neck injury , can occur in various settings. From the tech sector to construction sites, the risk of neck injuries from repetitive strain or sudden accidents is a real concern.

Report 52

Report Financial Culture Training 52

SurveySensum

SEPTEMBER 30, 2024

Paying extra for every new touchpoint or ad-hoc survey? Many users face these challenges with LitmusWorld. And not just this, its basic DIY capabilities limit customization, leaving you with a tool that doesn’t fully meet your needs. So, if you are looking for LitmusWorld alternatives that offer more flexibility, affordable pricing, unlimited user accounts and touchpoints, and more – then you are at the right place!

Feedback 52

Feedback Multi-Channel Touchpoint Social Media 52

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.

Trends

CSM Magazine

SEPTEMBER 30, 2024

A new survey released today has found that a key barrier to the adoption of Artificial Intelligence (AI) in the customer service sector lies in security concerns, with ad-hoc unregulated AI usage on the rise across enterprises. Commissioned by CommBox , an enterprise-grade omnichannel, AI-powered customer experience platform, the survey gathered insights from over 1,000 consumers and 250 managers in customer-facing roles to help assess current attitudes towards the technology, as well as adopti

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Survey Customer Service Omni-Channel B2C 52

West Monroe

SEPTEMBER 30, 2024

Cybersecurity has emerged as a critical competitive advantage in the rapidly evolving landscape of the energy and utilities sector, attracting significant attention from private equity and venture capital investors. This shift reflects a growing recognition of cybersecurity's role in risk mitigation, operational resilience, and long-term value creation.

Competitive Advantage 40

Competitive Advantage Government Measurement System 40

Forrester's Customer Insights

SEPTEMBER 30, 2024

Forrester is once again partnering with Women in Security and Privacy to provide free admission to our Security and Risk Summit for four women looking to break into cybersecurity. Learn the details and find out how to apply for the scholarship here.

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How To Data Trends Management 39

Forrester's Customer Insights

SEPTEMBER 30, 2024

Once again, the banking industry is on the cusp of transformative changes. AI and genAI technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud.

Banking 34

Banking Innovation Customer relationships Industry 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.

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Forrester's Customer Insights

SEPTEMBER 30, 2024

Application threat modeling has gotten a bad rap over the years. Security leaders looking to implement application threat modeling with their product teams must contend with stakeholders that see it as nothing more than a compliance checkbox and previous iterations that were overly formalized and heavyweight.

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Forrester's Customer Insights

SEPTEMBER 30, 2024

Risks posed by and to humans such as deepfakes, data exfiltration by insiders, and misuse of generative AI are expected to accelerate and become more complex. Learn how to discern and manage these human element risks in this preview of an upcoming report.

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Report Management Data How To 29

Forrester's Customer Insights

SEPTEMBER 30, 2024

Many of my recent client conversations have been on network APIs, also known as network open APIs. In particular, they want to discuss timelines, challenges, opportunities, use cases, and future market outlook.

Marketing 29

Marketing Management 29

Forrester's Customer Insights

SEPTEMBER 30, 2024

Learn how Corpay redesigned its compensation programs to improve lead conversion rates.

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Sales 26

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

SEPTEMBER 30, 2024

For the first time, Forrester has published an evaluation of the combined space comprising sales content management and sales readiness capabilities.

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Sales Management B2B 26

Forrester's Customer Insights

SEPTEMBER 30, 2024

Learn how to adapt your site search solution to meet consumer expectations for a successful holiday retail season.

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How To Retail Consumers Meeting 26