Cyara
FEBRUARY 2, 2024
In today’s competitive business landscape, customer experience (CX) plays a pivotal role in determining the success or failure of a company. To design and deliver flawless CX at all times, contact centers must tackle big, complex projects – like cloud migrations or the introduction of new customer channels in line with how their customers prefer to interact.
InMoment XI
FEBRUARY 2, 2024
Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research.
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AWS Machine Learning
FEBRUARY 2, 2024
One of the most useful application patterns for generative AI workloads is Retrieval Augmented Generation (RAG). In the RAG pattern, we find pieces of reference content related to an input prompt by performing similarity searches on embeddings. Embeddings capture the information content in bodies of text, allowing natural language processing (NLP) models to work with language in a numeric form.
InMoment XI
FEBRUARY 2, 2024
In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrat
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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.
Beyond Philosophy
FEBRUARY 2, 2024
Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends and family on the other side of the pond do.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
FEBRUARY 2, 2024
The reason most organizations deliver poor or mediocre customer service is that they don’t understand the power of a customer service strategy. John Tschohl of the Service Quality Institute, explains. Strategy is a powerful tool you can use to gain market share and market dominance. When you develop a customer service strategy, you will crush your competition and grow the value of your business by 100 to 400 percent.
Zonka Feedback
FEBRUARY 2, 2024
Imagine being able to peek inside the minds of your customers, effortlessly deciphering their hidden emotions, unspoken frustrations, and unbridled praise. Sounds like a marketer's fantasy, right?
Magellan Solutions
FEBRUARY 2, 2024
Invoice data entry services are vital for any business. However, it’s also a major pain point—especially when done manually. Don’t be shocked if there are repetitive data entries, incorrect dates, and other missing information. The end result? Delayed payments, strained supplier relationships, and operational inefficiencies. It’s no surprise, given over 60% of enterprises struggle with capturing and processing their invoice data—wasting up to 9 days per month on repetitive man
CSM Magazine
FEBRUARY 2, 2024
I don’t know about you, but one thing that annoys me when eating out is having to wait an unreasonable amount of time for my meal. This is exactly what happened recently when I decided to pop into a restaurant that’s located in a well-known department store. The thing I liked most about the place was that it was a buffet style restaurant that provided fast service.
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SurveySensum
FEBRUARY 2, 2024
Picture this : You go to a small boutique where the owner greets you by your name, remembers your preferences, and makes your shopping an experience rather than a transaction. Now, picture a high-end boutique with a luxurious interior but you get a bone-dry experience, not a personalized one, and employees don’t even remember your recent interactions.
CSM Magazine
FEBRUARY 2, 2024
Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Powered by Genesys Cloud and supported by Sabio, Benenden’s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service.
Forrester's Customer Insights
FEBRUARY 2, 2024
Marketers face long standing event planning and execution challenges In the ever-evolving landscape of B2B marketing, events continue to dominate marketing program spend. However, many event marketers struggle to fully capitalize on the value of their investments due to long-standing challenges.
Gainsight
FEBRUARY 2, 2024
The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. If your company is building products that people rely on to boost workplace performance, you can understand the pain from both sides.
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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.
Forrester's Customer Insights
FEBRUARY 2, 2024
Written with Luca Lo Scavo. According to Forrester data, about one in three global organizations identify risk and governance as barriers for generative AI adoption, but those concerns are set to grow even more now that the EU AI Act is becoming a reality.
Forrester's Customer Insights
FEBRUARY 2, 2024
Many of my recent conversations around 5G have focused on the future of network slicing. They want to discuss timelines, challenges, opportunities, use cases, and industries. The reality is not as rosy as one might think, given the dependency on communities outside the telecommunications industry.
Forrester's Customer Insights
FEBRUARY 2, 2024
Evolving your operations function from year to year requires careful planning, strong stakeholder management and avoidance of common mistakes that erode functional success.
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