InMoment XI
AUGUST 1, 2024
Understanding customer sentiment is essential for businesses trying to enhance their customer experience and drive growth. In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. But first, let’s go over a few basic definitions of customer sentiment, customer sentiment analysis, and customer sentiment score.
Retently
AUGUST 1, 2024
In The Lean Startup , Eric Ries describes the four ways customers drive sustainable growth for businesses. The first is word-of-mouth through recommendations and referrals. When people get value from your product, they’re likely to talk about it. The second is due to the product itself. A product like a MacBook, with its glowing Apple logo, is a constant advertisement.
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AWS Machine Learning
AUGUST 1, 2024
Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading artificial intelligence (AI) companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API. Amazon Bedrock also provides a broad set of capabilities needed to build generative AI applications with security, privacy, and responsible AI practices.
Brandwatch CX
AUGUST 1, 2024
Discover how luxury travel trends are evolving despite economic challenges. Learn about consumer preferences and how brands can meet new expectations.
Speaker: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
AWS Machine Learning
AUGUST 1, 2024
Underwriting is a fundamental function within the insurance industry, serving as the foundation for risk assessment and management. Underwriters are responsible for evaluating insurance applications, determining the level of risk associated with each applicant, and making decisions on whether to accept or reject the application based on the insurer’s guidelines and risk appetite.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 1, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: On the podcast, we have been doing a Masterclass Series based on the principle that there is never one thing happening in a Customer Experience. Multiple things are happening, particularly from a behavioral science perspective.
Forrester's Customer Insights
AUGUST 1, 2024
Business and technology leaders are gearing up to spend in the coming year. Making the most of modest budget hikes will take cross-functional collaboration, a willingness to part with outdated tech, and strategic experimentation with (and beyond) AI.
MiaRec
AUGUST 1, 2024
When evaluating your contact center agents' performance, you have to tread a fine line between judging whether or not someone has done something well and remaining objective. This can sometimes lead to supervisor bias (we tend to less harshly judge the people we like) or skewed objectivity as we become tired after evaluating dozens of calls. The beauty of AI-driven Quality Management is that it never has a bias, never gets tired, and can score all your calls automatically, making it extremely sc
Forrester's Customer Insights
AUGUST 1, 2024
Modern Application Development Services Defined Clients want more autonomy to better control their own innovation and development capabilities to build modern and up-to-date custom applications.
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.
2020 Research
AUGUST 1, 2024
Join us as we uncover the truth about how to create an exceptional panel experience and meet client expectations.
Forrester's Customer Insights
AUGUST 1, 2024
B2B marketing leaders ae no strangers to stretching budgets. As they head into a new planning cycle, our research will help them know where to focus for optimal results.
Brandwatch CX
AUGUST 1, 2024
In this blog, we've identified the most influential food influencers on Instagram and YouTube and why they're so successful.
Forrester's Customer Insights
AUGUST 1, 2024
Today, Forrester released our 2025 Budget Planning Guides. It’s always an exciting time when we gather survey data and insights from our client conversations to produce a set of collective recommendations that B2B marketing executives should consider for the year ahead. Read below for this year’s key planning guide highlights: Benchmark your current spending.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Blueshift
AUGUST 1, 2024
At Blueshift, we're excited to introduce our latest innovation in personalized content recommendations, powered by large language model (LLM) embeddings developed in partnership with Amazon Bedrock.
Forrester's Customer Insights
AUGUST 1, 2024
The majority of security technology decision-makers anticipate further budget increases in 2025. Learn three key areas for CISOs to focus on in the year ahead in this preview of our 2025 Budget Planning Guide for security leaders.
CSM Magazine
AUGUST 1, 2024
Data is at the core of modern enterprises, yet as organizations expand and the amount and variety of data expand, traditional approaches to its management often fall short. As such, companies are shifting towards cloud-based solutions for handling their data needs as opposed to using older warehousing models for data management needs. This article will explore this evolution in more depth.
Brandwatch CX
AUGUST 1, 2024
In this blog, we've identified the most influential food influencers on Instagram and YouTube and why they're so successful.
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!
SurveySensum
AUGUST 1, 2024
Is your CX Program tied to business revenue? Only 20% of the businesses know that their CX program can directly lead to revenue growth, the remaining 80% are either running CX program naively or not at all! Are you in the 20% or the 80%? Well, an effective CX program requires discipline, a strong framework, and yes, actionability. It’s not just about taking customer feedback but to drive an end to end framework that takes action on the feedback which positively impacts the bottom line (boo
Lithium
AUGUST 1, 2024
& Discover this week's trends, from summer of sport to AI improvements!
Forrester's Customer Insights
AUGUST 1, 2024
There’s a heated debate about the apparently short shelf-life and dwindling representation of chief marketing officers. The prevailing wisdom is that marketing leadership positions are shrinking in scope and lack endurance.
SurveySparrow
AUGUST 1, 2024
Have you ever wondered what your spirit animal is? I took a quiz recently, and guess what mine is? A Snake! It represents healing, primal energy, and rebirth! This made me extremely curious, and I dug as deep as I could. Now, I can’t wait to share what I found with you! Oh, and you know what? I already sent it over to my colleagues, and they’re still stuck to the thought.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Forrester's Customer Insights
AUGUST 1, 2024
Time flies. For the third time, I’ve published the global Adobe services Wave. We began covering this important market in 2020 and witnessed a surge in demand for digital experience services in 2022 during the COVID pandemic peak.
Forrester's Customer Insights
AUGUST 1, 2024
Technology architecture leaders see positive economic signs heading into the 2025 budget planning season. Find out how you can optimize your budget in the year ahead to fund new technology investment and experimentation.
Forrester's Customer Insights
AUGUST 1, 2024
Technology leaders find themselves at a crossroads this budget planning season. Get pragmatic advice on where to spend your tech budget in 2025 to achieve better business outcomes.
Forrester's Customer Insights
AUGUST 1, 2024
In overwhelming (and very rare) bipartisan agreement, the United States Senate passed two bills that tackle children’s online safety: the Kids Online Safety Act (KOSA) and the Children’s and Teens Online Privacy Protection Act (COPPA 2.0). This is a big deal because the Senate hasn’t passed internet protections for kids in decades.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Forrester's Customer Insights
AUGUST 1, 2024
We are thrilled to release our third-ever end-user experience management (EUEM) Wave: The Forrester Wave™: End-User Experience Management, Q3 2024. We looked at the top eight vendors in the market today and evaluated them across 34 criteria. Why is EUEM so important? The answer lies in a three-letter acronym: DEX, or digital employee experience.
Forrester's Customer Insights
AUGUST 1, 2024
Getting customer experience back on track will require doubling down on what matters most to customers. Explore a few of our recommendations for 2025.
Forrester's Customer Insights
AUGUST 1, 2024
Wenn Roboter für die Prozessautomatisierung durch KI-Agents ersetzt werden, führt dies dann zu einer unüberschaubaren Anzahl von KI-Agents mit sich überschneidenden Funktionalitäten? Erhalten Sie vier Tipps, um dieses Problem zu vermeiden.
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