Kapta Customer Success
OCTOBER 23, 2024
The Importance of a Seamless Sales to CS Handoff The handoff from the sales team to the customer success team is a critical juncture in the customer journey. It represents the transition from the initial courtship and deal closing to the long-term partnership and value realization. A seamless handoff sets the tone for the entire customer experience and can make or break the relationship.
ECXO
OCTOBER 23, 2024
Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences. customer support has become a critical differentiator for organizations across industries.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
OCTOBER 23, 2024
It’s no longer enough for banks and credit unions to simply provide financial services. Customers expect to walk into a branch and want to immediately feel valued. From personalized services tailored to their needs to a welcoming space where they can do more than just deposit their checks. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.
Retently
OCTOBER 23, 2024
The ecommerce industry has seen tremendous growth in recent years, with more and more businesses shifting online to sell their merchandise. Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. They seek a shopping experience that is seamless, personalized, and enjoyable – one that makes them feel valued and understood.
Advertisement
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.
AWS Machine Learning
OCTOBER 23, 2024
This post is co-written with Harrison Chase, Erick Friis and Linda Ye from LangChain. Generative AI is set to revolutionize user experiences over the next few years. A crucial step in that journey involves bringing in AI assistants that intelligently use tools to help customers navigate the digital landscape. In this post, we demonstrate how to deploy a contextual AI assistant.
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
OCTOBER 23, 2024
This post is co-written with Jerry Henley, Hans Buchheim and Roy Gunter from Classworks. Classworks is an online teacher and student platform that includes academic screening, progress monitoring, and specially designed instruction for reading and math for grades K–12. Classworks’s unique ability to ingest student assessment data from various sources, analyze it, and automatically deliver a customized learning progression for each student sets them apart.
CSM Magazine
OCTOBER 23, 2024
Titus Jumper, CEO, Founder of Sales-Hub When I started my career in sales at 19, working in telecom retail and knocking on doors, I never imagined I’d eventually lead a team at the bleeding edge of AI, virtual assistants, and customer service. Back then, I was driven by the thrill of connecting with people and solving their problems one conversation at a time.
AWS Machine Learning
OCTOBER 23, 2024
This post is cowritten with Greg Benson, Aaron Kesler and David Dellsperger from SnapLogic. The landscape of enterprise application development is undergoing a seismic shift with the advent of generative AI. SnapLogic , a leader in generative integration and automation, has introduced the industry’s first low-code generative AI development platform, Agent Creator , designed to democratize AI capabilities across all organizational levels.
CSM Magazine
OCTOBER 23, 2024
As businesses increasingly turn to AI for customer service, the ethical implications of this technology deserve careful examination. The integration of AI in customer service raises questions about transparency, accountability, and the potential for bias, affecting both the customer experience and trust in the brand. By exploring these issues, you can better understand how AI impacts the way customers interact with businesses.
Advertisement
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.
Optimove
OCTOBER 23, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Personalization isn’t just a buzzword—it’s a necessity. As customer expectations for tailored experiences continue to rise, brands must find innovative ways to engage their audiences. One of the most effective strategies to boost customer engagement and increase Customer Lifetime Value (CLV) is through optimizing your levels of “generosity” (e.g. promotions, discounts, rewards).
CSM Magazine
OCTOBER 23, 2024
Baydale Control Systems has taken control of its stock management using a BigChange 6-in-1 system. Specialising in electronic security and fire alarm systems, Baydale moved to the cloud-based solution to improve its client record management, provide visibility of mobile workforce and offer digital certification. Since implementing, BigChange has allowed Baydale to improve profitability by allocating routine jobs and ad-hoc call-outs 80 percent faster and boosting engineer productivity by 33 perc
Forrester's Customer Insights
OCTOBER 23, 2024
AI assistants are only the beginning of the generative AI software development revolution. Find out what’s in store for software developers in our 2025 predictions for software development.
Optimove
OCTOBER 23, 2024
Optimove today announced that it has been recognized as one to watch in the Modern Marketing Data Stack 2025: How Leading Marketers Are Thriving In a World Redefined By AI, Privacy and Data Gravity executed and launched by Snowflake, the AI Data Cloud company. The post Optimove Recognized as “One to Watch” in Snowflake’s Modern Marketing Data Stack Report appeared first on Optimove.
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.
Forrester's Customer Insights
OCTOBER 23, 2024
After a challenging 2024, two themes will dominate the enterprise software market in 2025: trust and value. Learn more in our 2025 predictions for enterprise software.
AWS Machine Learning
OCTOBER 23, 2024
In today’s customer-centric business world, providing exceptional customer service is crucial for success. Contact centers play a vital role in shaping customer experiences, and analyzing post-call interactions can provide valuable insights to improve agent performance, identify areas for improvement, and enhance overall customer satisfaction. Amazon Web Services (AWS) has AI and generative AI solutions that you can integrate into your existing contact centers to improve post-call analysis.
Forrester's Customer Insights
OCTOBER 23, 2024
AI’s promise of transforming underwriting, claims, and customer experience remains untapped, and only a tiny fraction of insurers will harness its full potential by 2025. Tech-driven product innovation such as embedded insurance and usage-based insurance may yield faster results, but long-term AI gains remain on the horizon.
AWS Machine Learning
OCTOBER 23, 2024
Have you ever faced the challenge of obtaining high-quality data for fine-tuning your machine learning (ML) models? Generating synthetic data can provide a robust solution, especially when real-world data is scarce or sensitive. For instance, when developing a medical search engine, obtaining a large dataset of real user queries and relevant documents is often infeasible due to privacy concerns surrounding personal health information.
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Forrester's Customer Insights
OCTOBER 23, 2024
The key to automation success in 2025 will be balancing AI innovation with the scale and reliability of traditional automation tools and methods. To help you strike that balance, here’s a preview of Forrester’s automation predictions for 2025.
Pretium Solutions
OCTOBER 23, 2024
Are you seeking funding through a small business grant? A government grant like the Industry Growth Program may work for you! The Industry Growth Program is a government grant program for small and medium enterprises (SMEs) that helps businesses commercialise their ideas, grow their operations, improve ability to engage with national and international markets, as well as positioning the companies to look at investing in their future.
Forrester's Customer Insights
OCTOBER 23, 2024
Adobe MAX 2024 announced several key developments that offer a window into creative work's future. Read the Forrester blog to learn about the opportunities creative teams have to step into a more satisfying, collaborative future.
2020 Research
OCTOBER 23, 2024
The market research sector is experiencing a swift evolution due to technological innovations, changing consumer habits, and dynamic business demands. In this Q&A from our Sago Vision ’25 session, Uncovering the Market Research Reality: A Candid Discussion on the State of the Industry , we delve into important questions regarding the industry’s future.
Advertisement
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.
Forrester's Customer Insights
OCTOBER 23, 2024
Digital teams are primarily tasked with designing, delivering, and managing digital products or services, launching digital innovations, and developing the digital roadmap.
West Monroe
OCTOBER 23, 2024
Imagine a private equity firm where AI is integrated into every part of the business, from finding deals to managing them after they close. What once sounded futuristic is quickly becoming a reality as traditional dealmaking evolves in a new era powered by AI. The good news? Any firm can start moving toward this AI-driven future with a change in mindset.
Forrester's Customer Insights
OCTOBER 23, 2024
Last week I attended the 4th annual ChurnZero conference, Zero-In (formerly Big RYG), in Washington, D.C., and the energy and inspiration are still resonating.
Circular Edge
OCTOBER 23, 2024
Thankful for EPM: Achieving Financial & Operational Performance Excellence with NetSuite EPM Join live: Friday, November 8, 12pm Eastern Too many organizations struggle with too much data, too many reports, too many systems and too much complexity. Can you relate? NetSuite Enterprise Performance Management (EPM) offers a comprehensive suite of tools that enable organizations to transform data into actionable insights and integrate strategy, planning, budgeting, forecasting and reporting into
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.
Forrester's Customer Insights
OCTOBER 23, 2024
It’s been quite a ride for payments in recent years. So what awaits us in 2025? More fits and starts, and significant disruptions to the status quo.
Circular Edge
OCTOBER 23, 2024
Transform Financial & Operational Processes within the Legal Industry with Oracle Cloud EPM Join live: Friday, December 13, 12pm Eastern As year-end approaches, law firms must navigate the complexities of financial management, client billing, and operational efficiency to analyze finances and create budgets for the upcoming year- a complex process that spans multiple departments and business units.
Forrester's Customer Insights
OCTOBER 23, 2024
Banks need to get ready for a major challenge in 2025: a simultaneous decline in customer experience and worsening profitability. But fear not, because there is a solution to this double whammy: innovation.
Expert insights. Personalized for you.
59 
Let's personalize your content