Thu.Aug 22, 2024

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12 Best Strategies for Building Customer Loyalty

Helpware

As customers are expecting more than ever, the competition is getting tougher, whether you're running a physical store or an online business. Brands, therefore, need to pull out all the stops to find ways to improve customer loyalty and nurture each relationship.

Loyalty 83
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Get Ahead of the White House’s “Time Is Money” Mandate – Key Consumer Pain Points And How to Address Them Through Your CX Program

InMoment XI

Delivering exceptional customer experiences is a fundamental and necessary business practice that also can significantly impact your bottom line – but up until this point, it wasn’t a requirement. The recent “Time is Money” White House initiative, launched just last week, represents a significant escalation of onus on businesses to address subpar customer experiences and comply with these new directives.

Consumers 150
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Build private and secure enterprise generative AI applications with Amazon Q Business using IAM Federation

AWS Machine Learning

Amazon Q Business is a conversational assistant powered by generative artificial intelligence (AI) that enhances workforce productivity by answering questions and completing tasks based on information in your enterprise systems, which each user is authorized to access. In an earlier post, we discussed how you can build private and secure enterprise generative AI applications with Amazon Q Business and AWS IAM Identity Center.

Groups 124
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Send Your Transactional Surveys Using Retently’s Zapier Integration

Retently

A great advantage of the Net Promoter System, aside from its simplicity and insightfulness, is that it works with any business models, such as B2C or B2B , and any business type and industry. Originally, the NPS surveys were sent at standard intervals, such as every quarter, once every six months and so on. This surveying model is known as Relationship NPS, which measures how your customers’ satisfaction changes over time.

Survey 78
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2024 State of Customer Education Report

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.

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Snowflake Arctic models are now available in Amazon SageMaker JumpStart

AWS Machine Learning

This post is co-written with Matt Marzillo from Snowflake. Today, we are excited to announce that the Snowflake Arctic Instruct model is available through Amazon SageMaker JumpStart to deploy and run inference. Snowflake Arctic is a family of enterprise-grade large language models (LLMs) built by Snowflake to cater to the needs of enterprise users, exhibiting exceptional capabilities (as shown in the following benchmarks ) in SQL querying, coding, and accurately following instructions.

Training 123

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Fine tune a generative AI application for Amazon Bedrock using Amazon SageMaker Pipeline decorators

AWS Machine Learning

Building a deployment pipeline for generative artificial intelligence (AI) applications at scale is a formidable challenge because of the complexities and unique requirements of these systems. Generative AI models are constantly evolving, with new versions and updates released frequently. This makes managing and deploying these updates across a large-scale deployment pipeline while providing consistency and minimizing downtime a significant undertaking.

Training 119
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Who Owns Voice of the Customer (VOC)?

Thematic

The answer to the question of who “owns” the voice of the customer (VOC) isn’t as simple as this person or that team. To get the most value from customer feedback, VOC should be integrated and leveraged across your organization to improve customer experience. But that can be hard without the proper structures and technologies and if your research team is overwhelmed and under-resourced.

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Unleashing the power of generative AI: Verisk’s Discovery Navigator revolutionizes medical record review

AWS Machine Learning

This post is co-written with Sneha Godbole and Kate Riordan from Verisk. Verisk (Nasdaq: VRSK) is a leading strategic data analytics and technology partner to the global insurance industry. It empowers its customers to strengthen operating efficiency, improve underwriting and claims outcomes, combat fraud, and make informed decisions about global risks, including climate change, extreme events, sustainability, and political issues.

Insurance 111
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How You Can Create Agent Schedules In A Few Minutes With A Custom GPT

MiaRec

As a contact center manager, you know that manually creating agent schedules is tedious and time-consuming. The alternative is to automate using a Workforce Management (WFM) solution, which can be cost-prohibitive if you aren't using it to its full capacity. Having been a contact center manager myself in my previous career, I have spent countless hours pouring over Excel sheets to ensure that I not only accommodate all the scheduling restraints of the contact centers, but also give every agent f

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.

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Index your Atlassian Confluence Cloud contents using the Amazon Q Confluence Cloud connector for Amazon Q Business

AWS Machine Learning

Amazon Q Business is a generative artificial intelligence (AI)-powered assistant designed to enhance enterprise operations. It’s a fully managed service that helps provide accurate answers to users’ questions while honoring the security and access restrictions of the content. It can be tailored to your specific business needs by connecting to your company’s information and enterprise systems using built-in connectors to a variety of enterprise data sources.

Groups 107
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Smile, You’re in an AI Photo

Help Scout

We all have an idea of what great service means. Respect, speed, accuracy, helpfulness. But cultural differences can affect the way the service is delivered and how it is received. As AI takes on some support work, will it be culturally competent?

Culture 59
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Choosing the right IP software provider: Key considerations beyond the technology

Clarivate

You’ve selected an IP management system (IPMS) that surpasses your current provider, but you’re uncertain about the migration process. While finding the best IPMS for your requirements is a crucial first step, it’s only the beginning. A smooth and successful implementation is often overlooked in the procurement process. In this blog, we explore key considerations to ensure a seamless transition.

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How utilities can ensure compliance for IIJA Department of Energy GRIP grants

West Monroe

Federal funding awards introduce several net-new activities relative to a utility’s traditional project deployment model. Projects supported by federal funds are tied to specific agency requirements with contractually bound milestones and timelines put in place to ensure funds are deployed in a responsible and diligent manner. For many utilities, this means defining new processes, activities, and stakeholder engagement strategies to ensure an awardee can provide the appropriate reporting c

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Hotel Shangri-La Tops Singapore’s Customer Service Rankings

CSM Magazine

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories.

Hotels 52
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BPO for Startups: How Business can Leverage BPO at early stage for Growth

Advantage Communications

As startups strive to establish themselves in the competitive business landscape, they often face resource constraints and the need to optimize their operations. To overcome these obstacles and achieve sustainable growth, many startups have turned to Business Process Outsourcing (BPO). BPO helps startups streamline their work, cut costs, and focus on what's most important.

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Customer Service Apprenticeship Program Celebrates Sustained Achievement

CSM Magazine

Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills. Following its success at the NECCA, this pioneering program brought forth a slew of outstanding results, showcasing apprentices’ aptitude for resolving issues promptly, with a staggering 90.1% rate of success on the first try.

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Safeguard Patient Data with Top 6 HIPAA-Compliant Survey Tools

SurveySensum

Did you know that 93% of healthcare companies have suffered data breaches in the past three years? Shocking, right? In this digital world where scams are increasing day by day, ensuring data privacy and security is not just an additional matter, it is essential. For businesses gathering private data from their patients via surveys in the healthcare sector, ensuring HIPAA compliance is not just a legal obligation anymore – it’s essential for protecting patient’s trust and maintaining

Tools 52
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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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.

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Shangri-La Tops Singapore’s Customer Service Rankings in New Survey

CSM Magazine

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories.

Survey 52
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Start Building your IT Strategy at T&I Summit 2024

Forrester's Customer Insights

The days of creating an IT strategy in a vacuum are long gone. With technology embedded ever deeper in the business, strategy conversations between business and IT organizations must stay fluent and on point. Fortunately, Forrester provides a blueprint of the steps needed to rapidly create a tech strategy outlined in our recently published research on how to Build Your IT Strategy.

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Employee Engagement Strategies for the Modern Workplace

CSM Magazine

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment. When existing traditional full-service work models have shifted to a remote and hybrid work environment, engaging the employees became a challenge.

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Your Personas Are Outdated: It’s Time To Evolve Your Approach

Forrester's Customer Insights

Personas are a seemingly foundational and simple tool, yet deceptively challenging. At Forrester, we’ve fielded numerous client requests to better understand how to create, evolve, and operationalize personas.

Tools 36
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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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How Behavioral Interviewing Improves Customer Support Hiring

CSM Magazine

Customer support representatives are vital resources for businesses focused on customer satisfaction because this role directly affects customer experiences, loyalty, and success. That’s why companies are increasingly using behavioral interviewing to select the best candidates. This technique assesses how candidates have handled past situations to predict future performance.

Culture 52
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How India’s National Stock Exchange Builds Its Critical IT Infrastructure

Forrester's Customer Insights

Technology leaders are often drawn into addressing the quintessential organizational needs of reliability, availability, scalability, and security among other critical features in their IT infrastructure and applications. While these challenges are prevalent across various industries, evolving business imperatives can shift the emphasis on industry-specific requirements.

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Budget Planning Guide 2025 for APAC Tech Leaders: Where to Invest, Cut and Experiment?

Forrester's Customer Insights

As CIOs gear up for 2025, the landscape is more uncertain than ever. While inflation has eased in many parts of the world, APAC’s unique economic dynamics—ranging from commodity price exposure to varying fiscal policies—will keep inflation higher compared to the U.S. or Europe.