Think Customers

JULY 10, 2024

By Tom Lewis, Senior Vice President of Consulting, TTEC Digital When ChatGPT burst onto the scene, it was so widely adopted – and so quickly, by so many – that consumers soon started to expect generative AI-level responses from customer service bots. As generative AI suddenly infiltrated so many aspects of daily life, consumers assumed brands would be using it to deliver relevant information and answers at a moment’s notice.

Customer Experience 52

Customer Experience Chatbots Contact Center Consumers 52

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. Despite its widespread use across various industries, NPS has come under scrutiny for not providing a holistic view of the customer experience.

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Metrics Analysis Feedback NPS 374

AWS Machine Learning

JULY 10, 2024

Responsible AI is a longstanding commitment at Amazon. From the outset, we have prioritized responsible AI innovation by embedding safety, fairness, robustness, security, and privacy into our development processes and educating our employees. We strive to make our customers’ lives better while also establishing and implementing the necessary safeguards to help protect them.

Government 135

Government Course Innovation Training 135

TechSee

JULY 10, 2024

The initial promise of artificial intelligence was intriguing: machines capable of augmenting human tasks, enhancing productivity, and optimizing operations. As we stand on the cusp of a new era, the real breakthrough for AI lies not in merely augmenting our existing staff but in fully automated AI agents. AI agents will free valuable resources from mundane tasks.

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Self Service Average Handle Time Contact Center First Call Resolution 124

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

AWS Machine Learning

JULY 10, 2024

Knowledge Bases for Amazon Bedrock is a fully managed service that helps you implement the entire Retrieval Augmented Generation (RAG) workflow from ingestion to retrieval and prompt augmentation without having to build custom integrations to data sources and manage data flows, pushing the boundaries for what you can do in your RAG workflows. However, it’s important to note that in RAG-based applications, when dealing with large or complex input text documents, such as PDFs or.txt files, queryin

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Knowledge Base Groups Data Examples 134

AWS Machine Learning

JULY 10, 2024

Today, we’re excited to introduce two powerful new features for Amazon Bedrock: Prompt Management and Prompt Flows, in public preview. These features are designed to accelerate the development, testing, and deployment of generative artificial intelligence (AI) applications, enabling developers and business users to create more efficient and effective solutions that are easier to maintain.

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Management Chatbots Ecommerce Knowledge Base 131

Clarivate

JULY 10, 2024

Summary: Older research often presents fresh opportunities to advance scientific and scholarly research today. Learn more about a few notable examples. Staying up to date with the newest findings in a field is critical in today’s fast-paced research environment. Researchers need to ensure that they are pursuing novel ideas and incorporating the most recent evidence in their work.

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Study Financial Examples Consulting 69

AWS Machine Learning

JULY 10, 2024

Frontier large language models (LLMs) like Anthropic Claude on Amazon Bedrock are trained on vast amounts of data, allowing Anthropic Claude to understand and generate human-like text. Fine-tuning Anthropic Claude 3 Haiku on proprietary datasets can provide optimal performance on specific domains or tasks. The fine-tuning as a deep level of customization represents a key differentiating factor by using your own unique data.

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Airlines Training Metrics System 129

Forrester's Customer Insights

JULY 10, 2024

Customer success (CS) teams continue to improve as important business functions. As B2B firms dedicate more resources to CS, leadership wants reassurance that this investment delivers solid returns. Proving this becomes challenging when scaling customer success happens primarily through headcount and by teams segmenting coverage into low-touch and high-touch models.

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Customer Success ROI B2B Leadership 57

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Daniel Group

JULY 10, 2024

Welcome to Success Strategies: July 2024 In this edition, I examine the evolution of CX from both practical applications and historical perspectives and share how one client is expanding its understanding and execution of outstanding customer experience. Exploring New Frontiers in CX Evolution Practical Lessons in CX Leadership: An Interview with Kestly Miller of Wagner Equipment Co.

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Social Media Conference Leadership Video 52

dscout People Nerds

JULY 10, 2024

Dscout’s product design team shares some of the biggest developments from the event, including what they look forward to in the future.

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Conference 52

SurveySparrow

JULY 10, 2024

We must be surrounded by a bunch of individuals who give actionable feedback that can help us be the best versions of ourselves at all times! But why is that so? Why is it so important? And how do you give and receive feedback that matters? Let’s find out! Before that, you need to understand… What is Actionable Feedback? Actionable feedback is the specific, nuanced commentary given to an individual, group, or brand to help them improve.

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Examples Feedback Survey Infographics 52

The DiJulius Group

JULY 10, 2024

What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman’s “Never Lose an Employee Again” and Dan Heath’s “Making Moments Memorable,” we.

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Groups Strategy Engagement Customer Service 52

Speaker: Becky Parisotto and John Vurdelja

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

Retail

Forrester's Customer Insights

JULY 10, 2024

In my recent report, AIOps: A Crucial Component Of High-Performance IT, I speak to how AIOps is a critical tool for IT leaders aiming to run high-performance organizations. AIOps combines AI, machine learning, advanced analytics, and operational practices with business and operations data.

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Analytics Report Data Tools 37

SurveySparrow

JULY 10, 2024

The internet offers a variety of ways to earn extra cash, and online surveys are a popular option. This blog will explore the world of paid surveys, helping you decide if it’s right for you and navigate the process effectively. Let’s be honest, who wouldn’t love a little extra cash? That’s what initially drew me to the world of online surveys for money.

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Survey Tips Guidelines User Experience 52

Forrester's Customer Insights

JULY 10, 2024

As organizations ask employees and partners to execute and deliver at a faster pace, the risk of technology failure becomes greater. Learn how understanding technology resilience can help minimize these risks in a preview of our upcoming Technology & Innovation Summit North America.

Innovation 37

Innovation Technology Strategy 37

AWS Machine Learning

JULY 10, 2024

Imagine this—all employees relying on generative artificial intelligence (AI) to get their work done faster, every task becoming less mundane and more innovative, and every application providing a more useful, personal, and engaging experience. To realize this future, organizations need more than a single, powerful large language model (LLM) or chat assistant.

Knowledge Base 142

Knowledge Base Innovation Data Training 142

Advertiser: ZoomInfo

As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex. Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. In this eBook, we’ll show you how marketing operations can create efficiencies in your tech stack, reporting, and budget that will not just improve internal processes, bu

Marketing

Forrester's Customer Insights

JULY 10, 2024

The Forrester Wave™: ESG Data And Analytics Providers, Q3 2024, reveals the 12 providers that matter most and how they stack up.

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Analytics Data Government Financial 34