CSM Magazine
NOVEMBER 21, 2024
Black Friday, Cyber Monday, and the end of year holidays are all clustered into the busiest time of year, creating an annual problem for every manager that is responsible for delivering great service to customers. This peak season is especially important for retailers and e-commerce brands, but many associated industries also see a sharp increase in business as the year winds down.
InMoment XI
NOVEMBER 21, 2024
Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty.
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AWS Machine Learning
NOVEMBER 21, 2024
Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI. The recent announcement of batch inference in Amazon Bedrock enables organizations to process large volumes of data efficiently at 50% less cost comp
ShepHyken
NOVEMBER 21, 2024
Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. How much can bad customer service cost your business? It could cost you your business. Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
AWS Machine Learning
NOVEMBER 21, 2024
As generative AI models advance in creating multimedia content, the difference between good and great output often lies in the details that only human feedback can capture. Audio and video segmentation provides a structured way to gather this detailed feedback, allowing models to learn through reinforcement learning from human feedback (RLHF) and supervised fine-tuning (SFT).
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
NOVEMBER 21, 2024
Today, we’re excited to share the journey of the VW —an innovator in the automotive industry and Europe’s largest car maker—to enhance knowledge management by using generative AI , Amazon Bedrock , and Amazon Kendra to devise a solution based on Retrieval Augmented Generation (RAG) that makes internal information more easily accessible by its users.
InteractionMetrics
NOVEMBER 21, 2024
Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track.
Gainsight
NOVEMBER 21, 2024
When it comes to implementing a new Customer Success (CS) framework, we often hear the same concerns: “It’s going to be too complex,” or “How can we ensure everything goes smoothly?” At Gainsight, we recognize that these fears are common among organizations looking to enhance their customer engagement. The thought of implementing a new system can feel daunting.
MiaRec
NOVEMBER 21, 2024
Contact centers are increasingly turning to AI to enhance customer interactions and streamline operations. One of the key elements of successful AI implementation is effective prompt design. Crafting the right prompts can significantly influence the quality of responses generated by AI systems, making this process a critical focus for contact center managers.
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Forrester's Customer Insights
NOVEMBER 21, 2024
In a short 18 months 89% of B2B buyers report they are using genAI in their purchase process. Providers haven't yet seen a large impact on their revenue engine but should expect to see smarter buyers making more considered decisions faster.
AWS Machine Learning
NOVEMBER 21, 2024
Fine-tuning foundation models (FMs) is a process that involves exposing a pre-trained FM to task-specific data and fine-tuning its parameters. It can then develop a deeper understanding and produce more accurate and relevant outputs for that particular domain. In this post, we show how to use an Amazon SageMaker Autopilot training job with the AutoMLV2 SDK to fine-tune a Meta Llama2-7B model on question answering tasks.
Kapta Customer Success
NOVEMBER 21, 2024
Discover seven expert strategies to improve customer retention rates, enhance client satisfaction, and drive long-term growth with actionable insights and advanced tools.
Brandwatch CX
NOVEMBER 21, 2024
Learn how to effectively use YouTube hashtags to boost your content strategy. Enhance discoverability and engagement—read the article for key tips!
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Amplifai Coaching Category
NOVEMBER 21, 2024
Learn all about customer insights. How they work, challenges, history and how AI is poised to turn customer insights into action in 2025.
Brandwatch CX
NOVEMBER 21, 2024
Brandwatch has been named a Strong Performer by Forrester in 2024 and given the highest possible score in the social listening category
CSM Magazine
NOVEMBER 21, 2024
TTEC Digital Named Major Contender in Everest Group’s 2024 PEAK Matrix for Mid-market Digital Transformation Services. TTEC Holdings Inc., a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises.
Brandwatch CX
NOVEMBER 21, 2024
Brandwatch has been named a Strong Performer by Forrester in 2024 and given the highest possible score in the Customer Service category
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
CSM Magazine
NOVEMBER 21, 2024
Sabio Group , a global specialist in digital customer experience (CX) transformation, announced today that it is helping Grands Moulins De Paris strengthen CX and customer service through the deployment of a new contact centre solution. Grands Moulins de Paris, a key player in the milling market in France and internationally, has worked with Sabio to deliver a Genesys Cloud solution as a robust and scalable CX platform to enhance customer service, particularly in its telesales operations.
Brandwatch CX
NOVEMBER 21, 2024
Brandwatch has been named a Strong Performer by Forrester in 2024 and given the highest possible score in the Privacy & Security category.
CSM Magazine
NOVEMBER 21, 2024
ECO Providers, an award-winning company delivering energy saving schemes across the UK, has rolled-out BigChange job management software to support business growth. The system seamlessly connects field staff with back-office systems in real-time, so ECO Providers can efficiently schedule, track, and report on hundreds of energy-saving projects annually.
Brandwatch CX
NOVEMBER 21, 2024
Matt Tippets, CPTO at Brandwatch, shares the news that Brandwatch has been recognized as a Strong Performer in the Forrester Wave for Social Suites 2024.
Advertiser: ZoomInfo
Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.
Help Scout
NOVEMBER 21, 2024
If you have a Shopify store, then picking a Shopify-friendly help desk is a must. Here are eight Shopify customer service apps for providing great support.
Brandwatch CX
NOVEMBER 21, 2024
Master social media with essential tips and best practices for success. Elevate your strategy and engage your audience effectively. Read the article now.
Forrester's Customer Insights
NOVEMBER 21, 2024
As consumers look to stuff their stockings, marketers are ignoring an obvious gift waiting under their tree: zero-party data. This is data that customers volunteer about themselves, like their preferences, personal context, and purchase intentions.
The DiJulius Group
NOVEMBER 21, 2024
What Is On Your Paper Napkin? The DiJulius Group Chief Revolution Officer John DiJulius talks with Govindh Jayaraman, a serial entrepreneur for 30+ years, strategic thought leader, bestselling author, and coach for CEOs and entrepreneurs. Govindh has been called “A Modern Day Napoleon Hill” through his Paper Napkin Wisdom platform as he shares the. Read Full Article The post 180: What Is On Your Paper Napkin?
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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.
Forrester's Customer Insights
NOVEMBER 21, 2024
The end of the year is approaching, and for many of us, that means holiday preparations. I’ve already seen some houses decorated with lights and trees, and I must admit, I’m enjoying them. For some of us, this time of year also means year-end reporting of financials and performance metrics.
Brad Cleveland Blog
NOVEMBER 21, 2024
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d … Continue reading → The post A New Wave of Work Is Coming to Contact Centers appeared first on Brad Cleveland.
Forrester's Customer Insights
NOVEMBER 21, 2024
Social media has become a critical channel for marketers. It intersects many teams, from social media managers to commerce marketers and care agents. These often siloed teams need technology to help them effectively collaborate and measure the impact of their efforts from one place.
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