Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

InMoment XI

FEBRUARY 29, 2024

Did you know that 46% of all internet searches have local intent? In order to capitalize on this, your business needs to be actively working on your local SEO. Local search engine optimization (SEO) is an effective strategy for driving traffic and revenue to businesses of all sizes, not just smaller local businesses. Local SEO is one of the most important factors in how your business ranks in Google Search, Maps, and more.

Tips 260

Tips Strategy Case Study Social Media 260

Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice.

Knowledge Base 208

Knowledge Base Customer Voice Feedback Touchpoint 208

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-

Knowledge Base 113

Knowledge Base Study Healthcare Travel 113

AWS Machine Learning

FEBRUARY 29, 2024

OpenSearch is a scalable, flexible, and extensible open source software suite for search, analytics, security monitoring, and observability applications, licensed under the Apache 2.0 license. Amazon OpenSearch Service is a fully managed service that makes it straightforward to deploy, scale, and operate OpenSearch in the AWS Cloud. OpenSearch uses a probabilistic ranking framework called BM-25 to calculate relevance scores.

e-support 90

e-support Resources Comparison Data 90

Cyara

FEBRUARY 29, 2024

In the realm of customer service, ensuring absolute truthfulness can be a daunting task, even for human agents. We’re all subject to our moods and biases, which can sometimes lead to unavoidable mistruths. However, when it comes to technology, our expectations soar. We hold bots to a high standard, assuming they operate on a binary system of correctness.

System 76

System Technology Customer Service Chatbots 76

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

Brandwatch CX

FEBRUARY 29, 2024

Taylor Swift's marketing tactics have lead her to becoming the biggest singer on the planet right now. Here's what brands can learn from her methods.

Brands 80

Brands Marketing 80

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Clarivate

FEBRUARY 29, 2024

Around the world, college students are struggling post-pandemic. In the U.S. the national average score on the ACT college placement exam declined to its lowest point in 30 years. In the U.K., researchers are warning that higher ed students are facing increased pressures that significantly reduce their resilience. In the classroom, faculty are reporting high levels of absenteeism and low levels of engagement.

Government 75

Government Chatbots Resources Video 75

Thematic

FEBRUARY 29, 2024

Back in 1996, Doug Lebda struggled to manually compare mortgage offers while searching for a home in Pittsburg. It was a classic problem of battling to make a decision because it was difficult to access and compare information. He decided to create an online marketplace for loans to solve the problem. He formed Lendingtree. Over the last thirty years, Lendingtree has expanded from a marketplace for home lending to consumer lending and insurance too.

Marketing 62

Marketing Competitive Advantage Analysis Insurance 62

eGain Blogs

FEBRUARY 29, 2024

Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. As you look for modern AI-powered KM solutions to help you ride this wave and boost your career, why risk it with unproven startups or mega-vendors who will trap you into vendor lock-in and mu

CRM 72

CRM Innovation Customer Engagement Report 72

Brandwatch CX

FEBRUARY 29, 2024

Taylor Swift's marketing tactics have lead her to becoming the biggest singer on the planet right now. Here's what brands can learn from her methods.

Brands 71

Brands Marketing 71

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management. Data security and management, as well as the volume and variety of data, are key challenges for market research agencies, and steps should be taken to protect sensitive data and improve data integrit

Trends 59

Trends Innovation Leadership Data 59

BirdEye

FEBRUARY 29, 2024

Real estate agents are more than gatekeepers of property transactions; they are the navigators of life’s most pivotal moments. Beyond just closing deals, they are critical in steering clients through significant life changes, a responsibility that demands trust and credibility. This crucial aspect of their role has been highlighted by recent findings from Birdeye’s “ State of Online Reviews 2024 ” study, which casts light on the growing influence of online reviews in establishing tha

Examples 57

Examples Trends Financial Communication 57

Zonka Feedback

FEBRUARY 29, 2024

The best way to know how your customers and stakeholders feel about your business, products, or services is to ask them. A good questionnaire can serve this purpose.

Survey 59

Survey How To Feedback Customers 59

BirdEye

FEBRUARY 29, 2024

Marketing agencies live in a paradox — pushing to expand services and delight every client while feeling the constant pressure to streamline processes, limit expenditures, and maximize efficiency. It’s a lot to juggle. And to make matters more complex, most social platforms weren’t designed with an agency workflow in mind. Generic tools lack the specialized functionality required or prove far too costly to maintain profits.

Social Media 57

Social Media Tips Management Multi-Channel 57

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

West Monroe

FEBRUARY 29, 2024

In recent weeks, two significant cyberattacks have rocked the healthcare sector, underscoring the ever-present and evolving threat landscape facing healthcare providers. Providers often lag in cyber and operational resiliency due to underfunded and under-resourced cybersecurity programs, making them easy prey for cybercriminals. Lurie Children’s Hospital: Lurie’s was forced to take its systems offline due to a ransomware attack by the Rhysida group, affecting its operations and patie

Healthcare 52

Healthcare Hospitality e-support Exercises 52

Circular Edge

FEBRUARY 29, 2024

Circular Edge Announces Oracle Sales Cloud Add-Ons and Oracle CX Cloud Integration Accelerators for Oracle’s JD Edwards Customers Circular Edge, a Gold level and Cloud Standard member of Oracle PartnerNetwork (OPN), today announced the availability of several new Oracle Sales Cloud add-ons and Oracle Customer Experience (CX) Cloud Integration Accelerators, which will be showcased at Oracle Modern Customer Experience 2018, Oracle’s annual conference dedicated to helping customer experience (CX) p

Sales 52

Sales Conference Customer Relationship Management ROI 52

CSM Magazine

FEBRUARY 29, 2024

Personalizing omnichannel experiences involves tailoring your interactions with customers across multiple channels to meet their unique needs and preferences. Here are some tips on how to personalize omnichannel experiences: 1. Collect customer data: Collect data on your customers such as their purchase history, preferences, and behavior across different channels.

Omni-Channel 52

Omni-Channel Connections Loyalty Programs Chatbots 52

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. It’s not just a saying, it’s a strategic imperative. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. Exceptional customer service is not just about addressing issues; it’s about creating a positive, enduring relationship with your users, ultimately helping to retain and attract a loyal customer base. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users.

Customer Service 52

Customer Service Self Service Exceptional Customer Service Roadmap 52

SurveySparrow

FEBRUARY 29, 2024

Risk Assessment Questionnaires are structured tools that help organizations identify and manage risks. But what exactly are they, and how can you create one yourself? Let’s find out. What are Risk Assessment Questionnaires? Risk Assessment Questionnaires, or Third-Party Risk Assessment Questionnaires, are standardized questions designed to gather information about potential risks associated with a specific entity, such as a vendor, partner, or even a new employee.

Management 52

Management Effort Score Financial Measurement 52

CSM Magazine

FEBRUARY 29, 2024

Recently, a colleague of mine at Sabio pointed me in the direction of an interesting article that was published in the Daily Telegraph entitled ‘Why Aren’t We Being Served?’. The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses.

Customer Satisfaction 52

Customer Satisfaction Self Service Customer Journeys Banking 52

Kustomer

FEBRUARY 29, 2024

Gorgias is one of the leading help desk software options available on the market. Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. One of Gorgias’s greatest assets is its robust integration with the e-commerce platform Shopify.

e-support 52

e-support Feedback Multi-Channel Self Service 52

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Michel Falcon Experience

FEBRUARY 29, 2024

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Hospitality 78

Hospitality Industry Video Customer Retention 78

Forrester's Customer Insights

FEBRUARY 29, 2024

Read this Forrester blog for data insights on what digital payment methods consumers are using instead of credit cards and cash.

Consumers 57

Consumers Data Retail Trends 57

AWS Machine Learning

FEBRUARY 29, 2024

AI’s growing influence in large organizations brings crucial challenges in managing AI platforms. These include developing a scalable and operationally efficient platform that adheres to organizational compliance and security standards. Amazon SageMaker Studio offers a comprehensive set of capabilities for machine learning (ML) practitioners and data scientists.

Self Service 98

Self Service Policies Transportation Analytics 98