IntouchInsight
APRIL 26, 2024
As grocers fight for space in customers' pantries (and minds), letting someone hang alone in their store for five minutes without assistance is not an experience they want to provide. (Hint: we actually found this data.
AWS Machine Learning
APRIL 26, 2024
Today, we are excited to announce that the DBRX model , an open, general-purpose large language model (LLM) developed by Databricks , is available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. The DBRX LLM employs a fine-grained mixture-of-experts (MoE) architecture, pre-trained on 12 trillion tokens of carefully curated data and a maximum context length of 32,000 tokens.
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MiaRec
APRIL 26, 2024
The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.
AWS Machine Learning
APRIL 26, 2024
At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In previous posts, we covered new capabilities like hybrid search support , metadata filtering to improve retrieval accuracy , and how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow.
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.
Beyond Philosophy
APRIL 26, 2024
In this episode, Colin and Ryan tackle a listener’s question about the psychology of customer loyalty , delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the import
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Interactions
APRIL 26, 2024
In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short.
Centercode
APRIL 26, 2024
Hear from Israel on the importance of showcasing the value and ROI of a beta program to internal audiences.
delighted
APRIL 26, 2024
Less than six months ago, we introduced Delighted Surveys , a from-scratch survey solution, that radically expanded the variety of surveys you could create on our platform. By design, Delighted Surveys offers a blank canvas for you and your team to build any survey you can think of – including customer experience (CX) surveys and any other survey use case imaginable.
Uplight
APRIL 26, 2024
How is it that a website consisting of a single text-entry field is one of the most successful technology products of all time? Accounting for over 90% of all online traffic, Google’s search engine is the most-visited website in the world. At face value, this level of market dominance is surprising. Google’s user interface, while Read More The post Powering VPPs: The (Optimization) Engine Under the Hood appeared first on Uplight.
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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.
BirdEye
APRIL 26, 2024
It’s impossible to run a business today without focusing on content creation. Whether for newsletters, social media, or websites, content is everywhere – and so are the tools to create it. Beyond the usual ring lights, tripods, green screens, and cameras, you need many additional resources to create compelling content. The creator economy is witnessing a significant boom in the internet era.
Uplight
APRIL 26, 2024
Uplight has been recognized as a Software + Cloud winner in the Environment + Energy Leader Awards for its bundled EV charger installation program with Qmerit! This recognition underscores Uplight’s commitment to sustainability and energy efficiency through innovative solutions in the electric vehicle (EV) space. The primary objective of Uplight’s program was to streamline the Read More The post Uplight Wins 2024 Environment + Energy Leader Award for Innovative EV Charger Program ap
Zonka Feedback
APRIL 26, 2024
Traditional methods of feedback analysis have enabled businesses to process feedback, fetch trends, predict behavior, and even assess pain points for several years. However, these platforms struggle to keep pace with the sheer volume and complexity of the feedback data pouring in from different data sources.
Forrester's Customer Insights
APRIL 26, 2024
RPA companies have embraced generative AI (genAI) technology to keep pace with competition from OpenAI, Google, countless startups and incumbent portfolio vendors. They have demonstrated how it can build bots and create document extraction models, arrange complex business travel, and provide guidance in health care.
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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.
ChurnZero
APRIL 26, 2024
Every customer success leader knows that a book shift—reassigning accounts between customer success managers (CSMs)—is both inevitable and challenging. This comprehensive guide dives into the intricacies of managing a successful book shift, providing a detailed framework based on ChurnZero’s experience with a major book shift involving 750 accounts.
CSM Magazine
APRIL 26, 2024
In today’s era, Learning Management Systems (LMS) have become tools for organizations to provide effective training and education. However, a common issue users face is the significant time investment required to generate reports from their LMS. Fortunately, strategies and best practices exist that can help reduce the time spent on LMS reporting. 1.
Blueshift
APRIL 26, 2024
Marketers today face the dual challenge of navigating vast amounts of data while striving to deliver personalized experiences that resonate with customers. Additionally, data silos and fragmented customer data can result in decreased productivity for marketers while also overwhelming them with the tedious task of data management. The integration of Databricks with Blueshift not only solves these problems but also offers a suite of capabilities that empower marketers to drive impactful campaigns
CSM Magazine
APRIL 26, 2024
HubSpot is one of the top CRM platforms currently available on the market. Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. It’s a great way to get ahead of your competition. But HubSpot comes with a wide range of features. The problem is that the system is incredibly complex underneath the skin, so it’s not always easy to get it up and running.
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.
Magellan Solutions
APRIL 26, 2024
Are you tired of the constant hassle and headaches of managing your in-house accounts payable team? Look no further and outsource accounts payable. It could be your business’s game-changing solution. The accounts payable outsourcing services market is projected to reach a staggering multimillion-dollar valuation by 2029. This impressive growth shows that businesses increasingly need efficient and cost-effective accounts payable management solutions.
CSM Magazine
APRIL 26, 2024
As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve. At our recent Disrupt event in London , Sabio’s Mel Bogin and Nicole Regensburg, Global Partner Managers for Salesforce and Genesys/Amazon respectively, joined Craig Murray (Salesforce) and Jeroen Sourbon (Genesys) to discuss the powerful potential of their recent much-publicised collaboration; a collaboration which saw the launch of CX Cloud in late 2023.
Optimove
APRIL 26, 2024
Optimove Insights, the analytical and research arm of Optimove, has released its latest report titled “The 2024 Optimove Insights Report on Marketing Fatigue: Consumer Perspectives.” The report delves into consumer attitudes toward marketing fatigue, providing essential insights for brands navigating the ever-evolving marketing landscape.
Happy or Not
APRIL 26, 2024
The Open Feedback Widget transcends traditional feedback mechanisms, offering a holistic view of customer sentiments across surveys. Beyond a mere aggregator, this widget seamlessly merges button presses, follow-up options, and open feedback texts. Let’s explore the Open Feedback Widget’s inner workings for a customer-centric revolution. What’s the Open Feedback Widget?
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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
APRIL 26, 2024
Recently released posters promoting the feature film Civil War stirred controversy. But not the kind of controversy that its studio parent A24 was looking for. The AI-generated visuals used in the posters caused immediate backlash among commercial artists and consumers over their inaccuracy and lack of production quality.
Forrester's Customer Insights
APRIL 26, 2024
B2B organizations should build go-to-market playbooks with just one purpose in mind: to deliver a superior and integrated buyer experience. Unfortunately, there is no one-size-fits-all playbook design because every organization is unique.
Forrester's Customer Insights
APRIL 26, 2024
Google just announced its THIRD delay to axing third-party cookies in Chrome, blaming regulatory hang-ups and a vague lack of industry readiness. We’ve been here before, and it’s not surprising that Google continues to drag its feet: According to Google’s 2023 10K, revenue from ads comprises over 75% of the company’s overall revenue.
Forrester's Customer Insights
APRIL 26, 2024
Industry-specific customer relationship management (CRM) is a hot space these days. Almost every CRM vendor has an industry CRM strategy. These solutions speed transition to the cloud; they let IT focus on brand differentiation instead of commoditized industry functionality; and they drive better CRM adoption for the front office.
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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.
Forrester's Customer Insights
APRIL 26, 2024
This blog post dives into how product analytics helps uncover valuable insights into user behavior, product performance, and market trends.
Forrester's Customer Insights
APRIL 26, 2024
Grundlegende Prozesstransformationen benötigen die Synergie verschiedener KIs. Erfahren Sie mehr darüber, wie sich genAI auf die Social-Tech-Landschaft auswirkt.
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