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.
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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.
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.
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.
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.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
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.
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.
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!
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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.
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
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
Brandwatch has been named a Strong Performer by Forrester in 2024 and given the highest possible score in the Customer Service category
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
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.
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.
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?
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.
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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.
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.
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.
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.
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.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
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
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.
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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