SurveySensum
JUNE 5, 2024
Did you know that 33% of employees want to receive continuous feedback outside of an annual or traditional review? Small businesses often face significant challenges in their pursuit of a comprehensive feedback tool that fits within limited budgets. The landscape is cluttered with various platforms, each catering to different needs such as customer experience surveys, employee surveys, and survey analysis.
IntouchInsight
JUNE 5, 2024
Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational efficiency, and more. The results of these evaluations are typically presented as mystery shopping scores.
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InMoment XI
JUNE 5, 2024
InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.
Comm100
JUNE 5, 2024
Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. In this article, we’ll take a closer look at how engaging customers at just the right moments with chatbots during their online shopping journey can help reduce cart abandonment rates.
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
AWS Machine Learning
JUNE 5, 2024
This guest post is co-written with Manny Silva, Head of Documentation at Skyflow, Inc. Startups move quickly, and engineering is often prioritized over documentation. Unfortunately, this prioritization leads to release cycles that don’t match, where features release but documentation lags behind. This leads to increased support calls and unhappy customers.
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
JUNE 5, 2024
Phishing is the process of attempting to acquire sensitive information such as usernames, passwords and credit card details by masquerading as a trustworthy entity using email, telephone or text messages. There are many types of phishing based on the mode of communication and targeted victims. In an Email phishing attempt, an email is sent as a mode of communication to group of people.
Forrester's Customer Insights
JUNE 5, 2024
AI researchers and scientists love their benchmarks and model parameter counts, but perhaps not as much as tech journalists love to report on them. Every week there is news about a model beating a benchmark or exceeding parameter counts.
Interactions
JUNE 5, 2024
How Interactions Has Built a Winning Combination of Humans and Technology In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. IVA vs. IVR vs. Interactions First, a quick explainer on where Interactions falls within Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems.
Uplight
JUNE 5, 2024
This year Uplight brought together technical teams from utilities, the clean energy ecosystem, and Uplight at our inaugural Developer Conference as part of our annual Uplight Customer Connect event. The event highlighted the power of platforms to unsilo data across utilities, vendors, and Uplight to engage “our energy customers” in collectively accelerating electrification and decarbonization Read More The post Uplight’s Inaugural Developer Conference: Powering the Future of Energy appeare
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Interactions
JUNE 5, 2024
How Interactions Has Built a Winning Combination of Humans and Technology In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. IVA vs. IVR vs. Interactions First, a quick explainer on where Interactions falls within Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems.
BirdEye
JUNE 5, 2024
Doctor-patient communication is no longer confined to the hospital walls. Now, the digital experience is a key part of healthcare too. Patients want convenience, easy digital interactions, self-service options, and round-the-clock access to support agents, all without any compromise on data privacy and security. Because of this, it’s critical for healthcare brands to choose a secure messaging solution for their patient communications.
Forrester's Customer Insights
JUNE 5, 2024
We reviewed luxury fashion brands across their long-term digital success and the strength of their direct-to-consumer operations.
dscout People Nerds
JUNE 5, 2024
jD Buckley and Julie Norvaisas discuss measuring and tracking the impact of your work—and navigating stakeholder push-back.
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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.
CSM Magazine
JUNE 5, 2024
Business Systems Ltd and Motorway , the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards. The Forum, which is focused on raising standards in customer operations, hosts the annual awards to showcase successful initiatives in customer operations. It includes recognising innovation and best practice across five categories: Transformation and Innovation, Partnership, Planning, Data Analytics & Insight
VDS
JUNE 5, 2024
Genesys Cloud – May Release Highlights Genesys introduced 31 new features and functionality enhancements in May. Here’s a quick rundown of the key updates: General Updates Queue Segmentation of Canned Responses (May 27th) Now, you can assign canned response libraries to specific queues, limiting the responses that appear on the interaction panel.
Circular Edge
JUNE 5, 2024
Leading Multinational Law Firm Embraces Oracle EPM to Improve its Planning & Reporting Processes Summary A leading multinational law firm known for its work on company mergers and takeovers was an early adopter of Oracle Hyperion Planning and Essbase who made the decision to implement the Oracle Solution after outgrowing its legacy Excel-based system.
CSM Magazine
JUNE 5, 2024
Meaning , the real-time voice harmonization platform, today announced its partnership with Five9 , the intelligent CX platform provider. The collaboration will allow organizations to enrich the customer experience by overcoming language barriers through generative AI. With Meaning capabilities within the Five9 Agent Desktop, voices can be modified in real time to help facilitate seamless conversations between contact center agents and customers.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Circular Edge
JUNE 5, 2024
Embracing Oracle EPM for Enhanced Planning & Reporting Processes Summary An early adopter of Oracle Hyperion Planning and Essbase made the decision to implement the Oracle Solution after outgrowing its legacy Excel-based system. Recognizing the need to transition to a comprehensive enterprise planning platform, the company chose Oracle Hyperion Planning and Hyperion Profitability & Cost.
CSM Magazine
JUNE 5, 2024
Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. Working with local authorities, social housing providers and construction companies, Citrus is using the cloud based, 6-in-1 solution to replace previously manual, paper-based planning processes, improve customer and compliance reporting, and have full visibility of its field operation.
The DiJulius Group
JUNE 5, 2024
Have you ever wondered how feedback from shuttle bus drivers can revolutionize customer service? On this episode of The Customer Service Revolution, John chats with Jason Yarusi, private fund manager and founder of the Live 100 program, as he shares his unconventional path from the hustle of bars and restaurants to creating a unique approach. Read Full Article The post 159: Build Your Desired Future and Live a Life Full of Purpose appeared first on The DiJulius Group.
CSM Magazine
JUNE 5, 2024
The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.
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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.
Circular Edge
JUNE 5, 2024
Accelerate Your Financial and Digital Transformation Projects with Oracle Enterprise Data Management A survey of more than 500 finance professionals revealed their greatest challenges in managing and aligning structural changes across the organization: inefficient manual processes, cumbersome reporting, lack of data integrity and complex mapping for chart of accounts to ERPs.
Team Support
JUNE 5, 2024
In the world of customer service, businesses of every scale are constantly on the lookout for that perfect tool. That one solution that not only promises to streamline their customer support, but actually delivers on that promise with grace, agility, and, most importantly, tangible results. Enter TeamSupport. What truly sets TeamSupport apart in a sea of competitive offerings?
Optimove
JUNE 5, 2024
The #1 CRM Marketing Solution for CFD & Forex Trading In the dynamic world of online trading, staying ahead means mastering the art of customer engagement. Enter Optimove, your gateway to unparalleled retention strategies and personalized trading experiences specifically tailored for the forex industry. Whether you cater to retail investors or high-touch clients, retaining traders is paramount.
Forrester's Customer Insights
JUNE 5, 2024
On June 10, Apple will cross its AI Rubicon Apple’s early reticence toward AI was entirely on brand. The company has always been famously obsessed with what its offerings did for its customers rather than how it did it.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Happy or Not
JUNE 5, 2024
As you navigate through collected feedback, the ability to set a performance target in HappyOrNot Analytics emerges as a guiding force visible in the Summary widget. This feature doesn’t merely measure your current triumphs but lay the groundwork for future conquests. Configuring default targets for groups and experience points becomes your roadmap, shaping the trajectory of new surveys and experiences.
Forrester's Customer Insights
JUNE 5, 2024
An organization’s single biggest risk is not knowing how much risk it has. Which parts of the organization are most exposed? How likely will that exposure result in material loss? How much will that loss cost you? How much should you spend to reduce your exposure?
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