InMoment XI

AUGUST 14, 2024

Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. What Is AI Customer Feedback? In today’s fast-paced business landscape, understanding customer sentiment and feedback is more critical than ever.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.

Communication 174

Communication Engagement Customers Customer Experience 174

AWS Machine Learning

AUGUST 14, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI)-powered assistant that helps enterprises unlock the value of their data and knowledge. With Amazon Q, you can quickly find answers to questions, generate summaries and content, and complete tasks by using the information and expertise stored across your company’s various data sources and enterprise systems.

Report 122

Report Data Groups Examples 122

Forrester's Customer Insights

AUGUST 14, 2024

Japanese organizations are facing a pivotal shift in their business and technology priorities amidst economic uncertainties. Take a look at the insights from our latest report.

Technology 59

Technology Report 59

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.

Roadmap

AWS Machine Learning

AUGUST 14, 2024

Effective customer support, project management, and knowledge management are critical aspects of providing efficient customer relationship management. ServiceNow is a platform for incident tracking, knowledge management, and project management functions for software projects and has become an indispensable part of many organizations’ workflows to ensure success of the customer and the product.

Connections 120

Connections Data Groups Knowledge Base 120

Northridge Group

AUGUST 14, 2024

As we continue to delve into the subject of Employee Experience, we explore the benefits of Agent Assist and how this technology can increase employee satisfaction, reducing burnout and churn, while creating happy, brand-loyal customers. Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers In today’s fast-paced world, contact centers are at […] The post Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers first appeared

Contact Center 52

Contact Center Employee Experience Groups Technology 52

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm.

Consulting 52

Consulting Customer Service Company Call Recording 52

Northridge Group

AUGUST 14, 2024

In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service, and are less likely to leave their jobs. Creating employee engagement has changed tremendously in the last five years, moving away from companies offering exclusively in-office setups to more remote […] The post 5 Good Coaching Frameworks to Drive Better Employee Engagement first appeared on Northridge Group.

Employee Engagement 52

Employee Engagement Engagement Contact Center Customer Centricity 52

Strativity

AUGUST 14, 2024

The post Four Reasons Segmentations Fail—and How to Avoid Them appeared first on Material.

How To 52

How To 52

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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.

Contact Center

Blueshift

AUGUST 14, 2024

Effectively activating first-party data is crucial in the rapidly evolving digital marketing landscape. This data, directly collected from customer interactions, offers unparalleled accuracy and relevance, enabling marketers to craft highly personalized and impactful campaigns. However, many organizations struggle to leverage this valuable resource fully.

Data 52

Data Resources Interaction Marketing 52

SurveySensum

AUGUST 14, 2024

Do you want to improve your customer experience but don’t know where to start? Why not start by talking to your customers? Having a decent conversation with your customers, and taking their feedback might sound basic but it is as important as designing elaborate campaigns. This is important because your customers might be leaving you silently after bad experiences and you have no clue about it.

Communication 52

Communication Tools Management Social Media 52

Help Scout

AUGUST 14, 2024

Ready to transform your ecommerce strategy? Learn how WhatsApp can help you connect with customers, drive sales, and create lasting relationships.

Ecommerce 45

Ecommerce Sales Connections Strategy 45

Forrester's Customer Insights

AUGUST 14, 2024

What happens when five security analysts gather at a security conference in Las Vegas? Stuff gets broke. Find out more in this review of the recent BlackHat USA event.

Conference 40

Conference Trends Management 40

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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.

Self Service

5CA

AUGUST 14, 2024

Imagine walking into your favorite store, where the staff greets you by name, knows your preferences, and is genuinely excited about helping you find exactly what you need.

Customers 40

Customers 40

Forrester's Customer Insights

AUGUST 14, 2024

The Problem Recently we published the Forrester Wave: Conversational AI For Employee Services, ranking how well different conversational AI providers provide employees with daily support across domains like IT, HR, Finance, and more.

Report 39

Report Customers 39

ECXO

AUGUST 14, 2024

Listen to your canary During the late 19th and early 20th centuries, coal mining was an essential industry, providing fuel for various industries and households. However, mining was an inherently dangerous job, primarily due to the presence of toxic gases like carbon monoxide, methane, and others that could accumulate in the mines. Miners needed a reliable and early warning system to detect these hazardous gases.

Exceptional Customer Service 240

Exceptional Customer Service Exercises Training Financial 240

Forrester's Customer Insights

AUGUST 14, 2024

There are at least two clear uses cases where genAI is providing real value in the contact center today.

Contact Center 36

Contact Center Chatbots Strategy Customer Service 36

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.

Brands

Brad Cleveland Blog

AUGUST 14, 2024

Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset. The post The Biden’s Administration’s ‘Time is Money’ Initiative appeared first on Brad Cleveland.

Self Service 26

Self Service Customer Experience Contact Center Call Center 26

Forrester's Customer Insights

AUGUST 14, 2024

Every year, an ever-increasing number of geospatial professionals descend on San Diego for the annual Esri User Conference. This year was no exception: Over 20K professionals focused on various aspects of geographic information systems (GISes), including location intelligence, came from all parts of the world to talk shop.

Conference 36

Conference System Technology 36

Forrester's Customer Insights

AUGUST 14, 2024

Business- und Technologie-Führungskräfte bereiten ihre Budgets für das kommende Jahr vor. Um das Beste aus den geringen Budgeterhöhungen zu machen, bedarf es einer funktionsübergreifenden Zusammenarbeit, der Bereitschaft, sich von veralteter Technologie zu trennen, und strategischer Experimente mit KI (und darüber hinaus).

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