Wed.Oct 30, 2024

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AI in the Workplace: Transforming Customer and Employee Experience

eglobalis

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Faster hiring process. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity.

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When to Outsource Customer Support: Is Now the Time for a Pilot Program?

BlueOcean

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.

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Reflections on The Matrix: A Journey into the Depths of Customer Experience

ECXO

Reflections on The Matrix: A Journey into the Depths of Customer Experience The Matrix, a groundbreaking film sequence first released in 1999, has captivated audiences with its thought-provoking narrative, stunning visuals, and philosophical undertones. Beyond its surface-level action and sci-fi elements lies a profound commentary on perception, reality, and choice.

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Achieve multi-Region resiliency for your conversational AI chatbots with Amazon Lex

AWS Machine Learning

Global Resiliency is a new Amazon Lex capability that enables near real-time replication of your Amazon Lex V2 bots in a second AWS Region. When you activate this feature, all resources, versions, and aliases associated after activation will be synchronized across the chosen Regions. With Global Resiliency, the replicated bot resources and aliases in the second Region will have the same identifiers as those in the source Region.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Voice of Customer Examples: How Different Industries Use VoC Insights

Thematic

Strip away all the fluff, and your organization's success ultimately hinges on one thing—how well your products and services meet your customers' needs, wants, and desires. But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations.

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6 Fears of AI in Marketing and How to Avoid Them

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: It is crucial for brands to understand AI’s risks in marketing to harness its benefits without compromising customer trust and loyalty. This blog discusses what marketers should be aware of and how to proactively address AI’s most significant challenges. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Big Picture : AI in marketing brings numerous advanta

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Help Scout Joins the Shopify Plus Certified App Program

Help Scout

Help Scout has officially joined the Shopify Plus Certified App Program! This milestone only deepens our commitment to being a go-to customer support solution for businesses running and growing on Shopify.

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How changes to Medicare financial reconciliation will impact payers

West Monroe

Medicare financial reconciliation is becoming more complex, driven by CMS processes and reporting requirements. Combined with the shifts in the Medicare population, these factors have heightened the risk of substantial revenue loss for Medicare Advantage (MA) plans. Legacy reconciliation systems often struggle to adapt to these changes, leading to financial leakage and inefficiencies.

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IA sécurisée : conformité, contrôle et renforcement de la confiance des clients

Inbenta

Voluntarily following e thical AI guidelines helps build customer trust. Implementing security controls, human oversight , and transparency is crucial , as is regulatory c ompliance. The keys to getting there are c ontinuous testing, authentication and enhanced security measures , along with an open, transparent approach. Voluntary ethical guidelines around the use of AI are important for many reasons — one of which is building customer trust.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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.

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Bad data is costing your utility and undermining efficiency

West Monroe

The accuracy and reliability of data can make or break an organization. Globally, data has grown year-over-year since 2010 and estimates project 181 zettabytes of data to be generated in 2025. And yet bad data is so pervasive that it costs U.S. companies a staggering $3.1 trillion annually. Decisions based on flawed data can steer your business in the wrong direction.

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Mind the Gap : ce que le regroupement sémantique signifie pour votre service à la clientèle

Inbenta

As the pace of business picks up, meeting customer expectations while delivering timely and accurate information can be a challenge. Semantic clustering, a patented machine learning technology offered by Inbenta , lets companies uncover content gaps and enrich their customer experience.   Here’s something obvious but worth repeating: Customers don’t like it when they can’t find something on your website.

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Security Officer Honored with Customer Service Excellence Award

CSM Magazine

Security officer Musa Dlamini from the Ministry of Commerce, Industry and Trade, Eswatini, was honored with the Customer Service Personality award at the Customer Service Excellence Awards. Dlamini, who has served as a security officer for 34 years, upon receiving the award said that he was simply carrying out his duties. As well as Dlamini, other individuals were recognized at the event, including Vusumutiwendvodza Matsebula, Nano Xavier, and Justice Jumbo’ Khumalo, for their outstanding contri

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Libérer l'autonomie : L'essor des solutions numériques en libre-service

Inbenta

The digital age has ushered in a new era of autonomy, where internet users and employees increasingly prefer to find answers and complete tasks on their own. Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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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Microsoft Introduces AI Agents for Enhanced Customer Service

CSM Magazine

Microsoft is launching autonomous AI agents to handle tasks like client queries and sales leads to boost AI adoption in businesses. Customers can create their own AI agents and access 10 pre-built bots for roles like supply chain management and customer service. The agents are powered by generative AI technology from Microsoft’s partnership with OpenAI, moving beyond chatbots that need human prompts.

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Les callbots et les voicebots rendent le support client conversationnel

Inbenta

At a time when immediate and efficient customer service is paramount, callbots and voicebots are emerging as game-changers. These Conversational AI tools offer round-the-clock service, manage high call volumes effortlessly, and provide personalized customer interactions, all while cutting down on operational costs. Customer service is always in demand.

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Starbucks Under New Leadership: Brian Niccol’s Vision for a Fresh Customer Experience

CSM Magazine

Brian Niccol, CEO, Starbucks Starbucks’ new CEO, Brian Niccol, has unveiled a plan to address declining sales and improve the customer experience, acknowledging past difficulties in customer interactions. The company reported a third consecutive quarter of declining sales, with North American same-store sales down by 6%. Niccol took the reins with “Back to Starbucks,” a sweepingly simpler menu, easier-to-digest pricing, straight-shooting communication, and a vow to eliminate op

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10 cas d'utilisation de la PNL parmi les plus populaires

Inbenta

Natural Language Processing (NLP) bridges the communication gap between humans and machines by interpreting natural language. This article discusses 11 powerful applications of NLP, including automated translation to accurately convey meaning, sentiment analysis for understanding customer intent, and virtual chatbots for better customer interactions.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

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.

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How Personalized Energy Alerts Boost Customer Engagement and Satisfaction

Uplight

Uplight’s Updates and Alerts are proactive messages that keep customers updated about their energy usage and notify customers if they are trending towards a higher-than-typical bill. These alerts are part of Uplight’s Energy Efficiency and Electrification solution, which helps utilities deliver exceptional customer experiences across channels while driving cost-effective energy savings and program enrollments at Read More The post How Personalized Energy Alerts Boost Customer Engagement and Sati

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Tout ce qu'il faut savoir sur la gestion des connaissances 

Inbenta

Effective knowledge management can boost a company’s productivity by up to 40%. Implementing a knowledge management system (KMS) helps streamline information gathering, storage, and sharing across your business. Benefits include quicker access to information, fewer errors, reduced support costs, and happier customers. To choose the right KMS, look for user-friendly features, SEO capabilities, and strong reporting tools, such as those offered by Inbenta’s AI-powered technology.

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Five9 Recognized as a Leader in the 2024 Gartner Magic Quadrant for CCaaS

CSM Magazine

Five9 has been recognized by Gartner as a Leader in the Magic Quadrant for CCaaS (Contact Center as a Service) due to its strong Completeness of Vision and Ability to Execute. The Five9 Intelligent CX Platform, powered by Five9 Genius AI, offers a range of solutions aimed at enhancing customer experiences through AI-driven interactions that lead to improved business outcomes.

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Inbenta lance une plateforme d'IA rebaptisée  

Inbenta

DALLAS, TX — October 16, 2024 — Inbenta is proud to announce a fresh overhaul of our industry-leading Conversational AI platform, featuring new branding and revamped product names that better reflect our mission: to pioneer the future of customer experience for both our clients and their customers. We are excited to introduce a more refined, representative, and easily recognizable look for our suite of AI-powered products: Chat: Human Touch with Superhuman Accuracy Previously known as Chatbo

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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Small Business Satisfaction with Banking Services on the Rise

CSM Magazine

Small business banking customers in the U.S. are more satisfied with the service provided by banks, that’s according to the J.D. Power 2024 U.S. Small Business Banking Satisfaction Study. Banks gained a 20-point increase in overall satisfaction this year, reaching 705 points out of 1,000. Capital One secured the top rank nationally for small business banking customer satisfaction for the second consecutive year, with a score of 736.

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Comment l'IA peut vous aider à améliorer l'expérience de vos clients pendant les périodes de pointe. 

Inbenta

As the holiday season approaches, businesses are starting to grapple with an overwhelming number of customer requests. Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

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Funding Options for Your Customer Service Operation

CSM Magazine

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. In this article, we’ll explore several funding options to help you enhance your customer service capabilities and stay ahead of the competition.

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CCMA report: Data analytics reinvents the contact center, starting with the front line

Think Customers

“With great power comes great responsibility.” That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Forward-thinking leaders who prioritize the customer experience across a wide range of business sectors shared their insights, experiences, and some cautionary tales with CCMA earlier this year.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Meet Freddy AI: Freshworks’ Latest Innovation for Improved Service Efficiency

CSM Magazine

Freshworks has introduced the Freddy AI Agent, aimed at enhancing customer and employee experiences by resolving service requests. Freddy AI is an autonomous service agent that can be quickly deployed to assist customer support and IT teams in resolving a significant portion of service requests independently. The new product supports rapid deployment, autonomous assistance, multilingual personalized service, and robust security features, learning from existing documentation and websites to provi

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Customer Profile Surveys: Segment, Personalize, and Grow Your Business

SurveySensum

What is the key to creating and delivering personalized experiences that resonate with your customers? Simple – understanding who your customers are, what they expect, and what motivates them. And that’s where customer profile surveys come in! So, what are these surveys? How are they helpful in giving you actionable insights into customer expectations to tailor your products, services, and marketing strategies?

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Top-Rated Mortgage Lenders of 2024: What Customers Are Saying

CSM Magazine

Mortgage lenders are receiving an average customer satisfaction score of 75 out of 100, placing them alongside industries like energy utilities, gas stations, and hospitals, according to the American Customer Satisfaction Index (ACSI). Lenders with fewer complaints tend to have higher customer satisfaction scores, with a 12-point difference between customers who reported complaints (66) and those who did not (78).