Experience Investigators by 360Connext
AUGUST 20, 2024
Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or person.
InMoment XI
AUGUST 20, 2024
A lawyer’s reputation is one of their most valuable assets. With clients increasingly turning to online resources to evaluate potential legal representation, lawyer reputation management and law firm reputation management have become more crucial than ever. Whether you’re a solo practitioner or part of a larger firm, managing your online presence can significantly impact your success.
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Experience Investigators by 360Connext
AUGUST 20, 2024
Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand’s promise into these interactions.
C3Centricity
AUGUST 20, 2024
As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy. This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it.
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.
AWS Machine Learning
AUGUST 20, 2024
One of the most common applications of generative artificial intelligence (AI) and large language models (LLMs) in an enterprise environment is answering questions based on the enterprise’s knowledge corpus. Pre-trained foundation models (FMs) excel at natural language understanding (NLU) tasks, including summarization, text generation, and question answering across a wide range of topics.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
AUGUST 20, 2024
Amazon SageMaker Data Wrangler provides a visual interface to streamline and accelerate data preparation for machine learning (ML), which is often the most time-consuming and tedious task in ML projects. Amazon SageMaker Canvas is a low-code no-code visual interface to build and deploy ML models without the need to write code. Based on customers’ feedback, we have combined the advanced ML-specific data preparation capabilities of SageMaker Data Wrangler inside SageMaker Canvas, providing users w
ShepHyken
AUGUST 20, 2024
Do you want to be better or different? That’s the question that Sally Hogshead, an amazing professional speaker who specializes in being fascinating, shared in a recent speech I had the pleasure of experiencing. While most of her work is about how to be fascinating, this speech came from a different place. She talked about the power of being different versus better than others.
AWS Machine Learning
AUGUST 20, 2024
Amazon SageMaker Ground Truth significantly reduces the cost and time required for labeling data by integrating human annotators with machine learning to automate the labeling process. You can use SageMaker Ground Truth to create labeling jobs, which are workflows where data objects (such as images, videos, or documents) need to be annotated by human workers.
Retently
AUGUST 20, 2024
As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. As a Growth Hacker, it’s an even more valuable metric for fueling your business’ short and long-term growth. Pay close attention to the second term: long-term growth. Since NPS® measures the level of satisfaction and loyalty your customers have for your product, it’s the key difference between a hockey stick-style growth chart and temporary growth followed by a gradual dec
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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.
Optimove
AUGUST 20, 2024
Maximize Player Lifetime Value This NFL Season Unlock the full potential of your sportsbook with insights from the Optimove Insights 2024-2025 Consumer Report on NFL Wagering Intentions. Our comprehensive guide offers actionable recommendations to enhance live betting, optimize generosity programs, and tailor your messaging to keep bettors engaged.
Zeisler Consulting
AUGUST 20, 2024
I recently had a ridiculous interaction with one of our household service providers. I had a general question about one of their policies and went online to check out their FAQs to see if I could get an answer. A usual pet-peeve of mine, that endeavor was fruitless (whoever determines which questions are “frequently” asked clearly spends no time considering questions people may have ), but for another article altogether.
MiaRec
AUGUST 20, 2024
In the evolving landscape of artificial intelligence, the interaction between humans and AI is becoming increasingly sophisticated. As contact centers strive to leverage AI to enhance operations, the focus is shifting toward how to fine-tune these interactions to achieve better results. MiaRec’s AI Prompt Designer is a compelling example of this shift, offering new opportunities on AI prompt customization and testing.
Thematic
AUGUST 20, 2024
Arianna McClain knows a thing or two about user research tools and systems. She’s spent most of her career building UX research and insights teams for high-growth tech companies like DoorDash and Cruise. Today, she’s the Head of UX Research at OpenAI. Recently, Arianna shared with us the key obstacles that user research and voice of customer (VOC) teams face – and which Generative AI tools you can use to overcome them.
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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.
Optimove
AUGUST 20, 2024
See the difference control groups make in this guide Download Now Why it Matters: For sportsbooks, this report reveals trends that suggest increased revenue potential for operators who can effectively capture and retain customers. The report’s findings indicate a substantial increase in betting frequency and engagement, indicating a growing market with more active participants.
Zonka Feedback
AUGUST 20, 2024
Imagine this: A global financial firm rolls out a new software solution designed to streamline operations across multiple regions. The initial excitement is palpable, but within weeks, frustration sets in. The onboarding was clunky, support was inconsistent, and soon, what was supposed to be a game-changer becomes just another tool gathering digital dust.
Kapta Customer Success
AUGUST 20, 2024
John Kotter's 8-Step Change Model guides organizational change, from creating urgency to embedding it in culture.
BirdEye
AUGUST 20, 2024
In the scorching supper heat or the freezing winter chill, homeowners rely on their heating, ventilation, and air conditioning (HVAC) systems to keep them comfortable. But with so many HVAC businesses vying for attention, how can you ensure that your company is the one they call when the temperature rises or falls? The key lies in effective HVAC marketing.
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.
DCX
AUGUST 20, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: Pick One Streamlining Choices: A How-To Guide Architecting a Better Decision Environment The Future of Choice Ready?
Zonka Feedback
AUGUST 20, 2024
Imagine this scenario: A frustrated customer calls your support line, seeking help with an urgent issue. Your agent, well-trained and confident, not only resolves the problem but leaves the customer feeling valued and understood. The result? A satisfied customer, likely to return and even recommend your brand. Now, picture the opposite—an agent who struggles, exacerbating the customer’s frustration.
dscout People Nerds
AUGUST 20, 2024
See how a different approach stretches the value of your insights—from reflecting how your organization functions to prioritizing customer voices.
Circular Edge
AUGUST 20, 2024
Meet the Circular Edge Team at INFOCUS October 1-3, 2024 | Denver, Colorado JD Edwards INFOCUS brings together IT leaders and business users with JD Edwards experts, industry innovators, technology leaders and Oracle Product teams for insights, education and information. Get ready to dig deep into hot topics like Release 24 & 25, Orchestrator, No code/low code, JDE on OCI, Automation, UX One, Personalization/Extensibility and more.
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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.
CSM Magazine
AUGUST 20, 2024
Monzo has been rated the best bank for individuals and businesses in the UK, with high percentages of customers likely to recommend their personal and business current accounts. This is according to the results of the annual banking survey conducted by the Competition and Markets Authority (CMA). Starling Bank closely followed Monzo in the rankings, excelling in both personal and business banking services.
Circular Edge
AUGUST 20, 2024
Meet Circular Edge at SuiteWorld September 9-12, 2024 | Las Vegas SuiteWorld is Oracle NetSuite’s annual conference, bringing together hundreds of customers, partners and more to make new connections, exchange ideas and learn how to get the most out of NetSuite. Meet the CE team in the expo hall and join us for special evening events to explore available solution offerings to help you maximize your investment in NetSuite.
Gainsight
AUGUST 20, 2024
AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM) is evolving at a remarkable pace. This evolution is not just a tech upgrade; it’s a paradigm shift that promises to redefine interactions between Software-as-a-Service (SaaS) companies and their customers. According to a 2024 Forbes Advisor survey , a staggering 64% of respondents in SaaS believe AI will enhance customer relations and productivity.
CSM Magazine
AUGUST 20, 2024
Kapture CX has introduced Self Serve 2.0, an advanced AI-driven customer self-service solution designed to transform the customer service landscape. Self Serve 2.0 aims to alleviate the workload on human agents by enabling customers to independently resolve their issues, thereby boosting productivity and lowering support costs. This cutting-edge solution is crafted to be more intelligent, conversational, and empathetic, significantly enhancing customer satisfaction and fostering higher retention
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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.
DCX
AUGUST 20, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: Pick One Streamlining Choices: A How-To Guide Architecting a Better Decision Environment The Future of Choice Ready?
CSM Magazine
AUGUST 20, 2024
Gradient Labs, an AI-driven customer service startup established by former Monzo employees, has successfully raised £2.8 million in a seed funding round led by LocalGlobe. The company specializes in creating large language model (LLM)-based autonomous agents that emulate human behavior to manage tasks for businesses, particularly those in high-risk sectors such as fintech.
NobelBiz
AUGUST 20, 2024
With the growing importance of self-service support as a mean of engaging with customers, firms are seeking ways of developing advanced customer support to create customer satisfaction. Conversational AI is on the forefront of this change through enabling business organizations to offer better and natural-like interface. But what is Conversational AI, and how it can be implemented?
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