BlueOcean
JUNE 25, 2024
Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a sense of belonging for all employees.
Experience Investigators by 360Connext
JUNE 25, 2024
Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents. We’ll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur.
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ECXO
JUNE 25, 2024
02 6 The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.
IntouchInsight
JUNE 25, 2024
It's a common misconception that Mystery Shopping, Customer Feedback Surveys, and Reputation Management all deliver the same insights into the customer journey. This belief can result in overlooking important aspects of the customer experience.
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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.
TechSee
JUNE 25, 2024
AI automation for customer experience and service is more than just an industry talking point. AI augmentation and automation are rapidly becoming operational realities for hundreds of enterprise service and CX leaders worldwide. Below are select highlights from our product team, showcasing our latest innovations and advancements in this exciting and emerging space.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Daniel Group
JUNE 25, 2024
What’s Next In B2B CX? Video Transcript: Welcome. I wanted to try something different this month. So rather than writing a blog, I am recording a video of a blog. So I hope you like it. Let me know what you think. At the end of the video, there’s my contact information, so feel free to let me know. I wanna spend some time today just talking about where we see CX in the marketplace, how it’s standing with with the clients we’re working with, and some of the trends we see.
AWS Machine Learning
JUNE 25, 2024
Extracting valuable insights from customer feedback presents several significant challenges. Manually analyzing and categorizing large volumes of unstructured data, such as reviews, comments, and emails, is a time-consuming process prone to inconsistencies and subjectivity. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns.
Helpware
JUNE 25, 2024
An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.
AWS Machine Learning
JUNE 25, 2024
Amazon Bedrock has enabled customers to build new delightful experiences for their customers using generative artificial intelligence (AI). Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon through a single API, along with a broad set of capabilities that you need to build generative AI applications with security, privacy, and responsible AI.
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.
Help Scout
JUNE 25, 2024
Discover how you can integrate generative AI into your customer support strategy for improved operational efficiency and an elevated customer and agent experience.
AWS Machine Learning
JUNE 25, 2024
We are excited to announce the availability of the Jamba-Instruct large language model (LLM) in Amazon Bedrock. Jamba-Instruct is built by AI21 Labs, and most notably supports a 256,000-token context window, making it especially useful for processing large documents and complex Retrieval Augmented Generation (RAG) applications. What is Jamba-Instruct Jamba-Instruct is an instruction-tuned version of the Jamba base model, previously open sourced by AI21 Labs, which combines a production grade-mod
Adrian Swinscoe
JUNE 25, 2024
This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […] The post How artificial intelligence in task management can transform the customer and employee experiences first appeared on Adrian Swinscoe.
AWS Machine Learning
JUNE 25, 2024
Amazon Web Services is excited to announce the launch of the AWS Neuron Monitor container , an innovative tool designed to enhance the monitoring capabilities of AWS Inferentia and AWS Trainium chips on Amazon Elastic Kubernetes Service (Amazon EKS). This solution simplifies the integration of advanced monitoring tools such as Prometheus and Grafana, enabling you to set up and manage your machine learning (ML) workflows with AWS AI Chips.
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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.
West Monroe
JUNE 25, 2024
Data mastery is quickly becoming a game-changer in the manufacturing industry, revolutionizing production processes, supply chain management, and operational efficiency. By harnessing the power to gather, organize, and analyze vast amounts of information, manufacturers can make smarter decisions and drive significant improvements across all areas. Manufacturers must tap into the transformative potential of data to enhance factory operations, workforce strategies, and overall business outcomes.
CSM Magazine
JUNE 25, 2024
Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist technology for live agents. This conversational intelligence platform is based on natural language understanding of rapidly deployed large language models (LLMs) customized for each enterprise.
West Monroe
JUNE 25, 2024
Data mastery is quickly becoming a game-changer in the manufacturing industry, revolutionizing production processes, supply chain management, and operational efficiency. By harnessing the power to gather, organize, and analyze vast amounts of information, manufacturers can make smarter decisions and drive significant improvements across all areas. Manufacturers must tap into the transformative potential of data to enhance factory operations, workforce strategies, and overall business outcomes.
CSM Magazine
JUNE 25, 2024
Left-to-right: Vignesh Girishankar, Srikrishnan Ganesan, Deepak Balasubramanyam, Rocketlane Rocketlane champions professional services teams, the OGs of after sales experts, with an all-in-one AI powered platform to deliver the promise of sales and removes siloed project management and inefficiencies. Professional services teams in companies are like the A-Team, a group of individuals who help clients extract the real value of a product or service they have purchased.
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.
SurveySparrow
JUNE 25, 2024
Can’t decide which Conversation Intelligence Software to choose? Conversations are a big part of a successful business. Wouldn’t you love it if the brand you look up to initiate a friendly chat? But what makes this a booming transaction is the way a business taps into these dialogues! “But which tool should I choose? What are the features I should focus on?
Feedbackly
JUNE 25, 2024
The webinar replay is now available! Learn how measuring NPS alongside customer emotion data can elevate your CX insights to the next level. The latest Future CX Outlook research shows that the Net Promoter Score (NPS) remains the most used Customer Experience KPI. However, many CX professionals globally have stated that measuring only NPS is not enough.
Inbenta
JUNE 25, 2024
Remote work isn’t going anywhere. According to a joint study by Indeed and Gla s sdoor , remote work trailed only higher pay as the top reason for wanting a new job in 2023. Luckily for anyone on the hunt, there are plenty of jobs available. There have been 8 million new job openings in the United States in 2024, well above pre-Covid numbers. Employees today have the upper hand in the job market, leading many employers to look for new ways to retain their best workers.
NobelBiz
JUNE 25, 2024
What is a Debt Collection Call Center ? A debt collection call center is a specialized service facility that focuses on contacting individuals or businesses with outstanding debts. The primary objective is to recover owed money on behalf of creditors through direct communication, negotiation, and structured repayment plans. In this article, we’ll explore the ins and outs of Debt Collection call centers and their services.
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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.
Inbenta
JUNE 25, 2024
In the battle for AI supremacy, two technologies have risen to the top: Generative AI and Conversational AI. While both have their advantages, understanding their differences, use cases and potential risks is crucial to making the right choice for your business. Generative AI: Out of thin air Generative AI refers to systems that generate new content from an input.
Forrester's Customer Insights
JUNE 25, 2024
Forrester’s list of the top 10 emerging technologies for 2024 reflects the continued dominance of AI but also emphasizes the growing importance of security in our increasingly connected world. Get a deep dive on the top 10 list in this blog post.
Amplifai Coaching Category
JUNE 25, 2024
Call center manager interview questions and answers. This comprehensive guide covers everything you need to know to impress hiring managers and secure the role.
Forrester's Customer Insights
JUNE 25, 2024
Contact center leaders are now employing generative AI to mark a new dawn in the contact center. Brands will need to face challenges head on and capitalize on opportunities to redefine the contact center as we know it.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Gainsight
JUNE 25, 2024
CxO EMEA left us buzzing with insights and innovative ideas from some of Europe’s top Customer Success (CS) leaders. For 2.5 days, 60 Customer Success executives from the region delved into the future of CS, exploring the transformative power of AI, the nuances of community building, and the alignment of CS with revenue goals. Of course, in true Gainsight fashion, we took time to appreciate the moment with a dose of childlike joy—brought to you by miniature horses.
Forrester's Customer Insights
JUNE 25, 2024
In a world of Scattered Spiders and Midnight Blizzards and UNC2452s, why is Arlington’s BEC important? Because it’s happening all the time to towns, municipalities, regional health systems, and small businesses lacking the resources to prepare for such an event.
Gainsight
JUNE 25, 2024
Innovations in SaaS don’t just change how we do our work. They change the work we do, and the impact we have. Gainsight revolutionized how companies thought about their relationship with customers, their community, and their revenue models. And now, with our Human-First AI approach built into our Gainsight AI feature set, we are expanding those definitions, all while adding new capabilities.
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