TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i

Trends 109

Trends Self Service Omni-Channel Social Media 109

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

Customer Journeys 213

Customer Journeys Effort Score Omni-Channel Social Media 213

AWS Machine Learning

DECEMBER 11, 2024

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive

Sales 95

Sales Customer Engagement Engagement Knowledge Base 95

Think Customers

DECEMBER 11, 2024

By Ricardo Saltz Gulko Guest article as part of our partnership with the European Customer Experience Organization. See original post here. In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signalsometimes an isolated need, sometimes a broader trendbut responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

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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.

Report

AWS Machine Learning

DECEMBER 11, 2024

EBSCOlearning offers corporate learning and educational and career development products and services for businesses, educational institutions, and workforce development organizations. As a division of EBSCO Information Services, EBSCOlearning is committed to enhancing professional development and educational skills. In this post, we illustrate how EBSCOlearning partnered with AWS Generative AI Innovation Center (GenAIIC) to use the power of generative AI in revolutionizing their learning assessm

Guidelines 85

Guidelines Innovation System Consumers 85

CSM Magazine

DECEMBER 11, 2024

As the business landscape continues to evolve, workforce planning is becoming more complex and dynamic thanks to companies across all industries being tasked with managing increasingly global, diverse, and hybrid workforces. But while the workforce evolves, the methods required for effective workforce planning are still very much in the ‘traditional’ and ‘manual’ phase.

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Groups Trends Resources Consulting 52

BirdEye

DECEMBER 11, 2024

Managing communications across multiple locations, both internally and externally, can be a daunting task. Yet, ensuring seamless communication is critical for keeping your organization running smoothly. Traditional communication methods often lead to fragmented messaging systems, resulting in inconsistent customer experiences. This is where enterprise messaging software comes to the rescue.

Communication 52

Communication Software Multi-Channel Social Media 52

Optimove

DECEMBER 11, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Effective strategies to recover abandoned carts helps build customer loyalty, revenue and growth not only during the critical holiday shopping season but builds the basis for building long-term customer relationships that will benefit the brand throughout the year and into the future.

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Zonka Feedback

DECEMBER 11, 2024

Embedding surveys in platforms like Zendesk is a game-changer for businesses looking to streamline feedback collection and enhance customer interactions. By embedding surveys in Zendesk emails, you can gather real-time insights, measure customer satisfaction , and close feedback loops seamlesslydirectly within the platform you already use. This blog will walk you through the step-by-step process to embed surveys in Zendesk emails, enabling your team to collect actionable feedback without disrupt

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Survey How To Feedback Customer Satisfaction 52

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

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

Data

Optimove

DECEMBER 11, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Effective strategies to recover abandoned carts helps build customer loyalty, revenue and growth not only during the critical holiday shopping season but builds the basis for building long-term customer relationships that will benefit the brand throughout the year and into the future.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

AWS Machine Learning

DECEMBER 11, 2024

This post was co-written with Varun Kumar from Tealium Retrieval Augmented Generation (RAG) pipelines are popular for generating domain-specific outputs based on external data thats fed in as part of the context. However, there are challenges with evaluating and improving such systems. Two open-source libraries, Ragas (a library for RAG evaluation) and Auto-Instruct, used Amazon Bedrock to power a framework that evaluates and improves upon RAG.

Chatbots 62

Chatbots Metrics System Innovation 62

5CA

DECEMBER 11, 2024

Discover how to effectively manage customer support demand spikes during seasonal surges, product launches, and viral marketing campaigns.

Customers 40

Customers Marketing Management How To 40

Forrester's Customer Insights

DECEMBER 11, 2024

As pure knowledge businesses that make money in billable hours worked, service providers are on the front lines of genAI-powered disruption. GenAI-powered digital assistants supplement peoples work, augmenting their knowledge, skills, and experience as well as automating their tasks. The impact is more work completed in less time with fewer people.

Customers 32

Customers 32

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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.

Voice of Customer

AWS Machine Learning

DECEMBER 11, 2024

Amazon Aurora PostgreSQL-Compatible Edition is a fully managed, PostgreSQL-compatible, ACID-aligned relational database engine that combines the speed, reliability, and manageability of Amazon Aurora with the simplicity and cost-effectiveness of open source databases. Aurora PostgreSQL-Compatible is a drop-in replacement for PostgreSQL and makes it simple and cost-effective to set up, operate, and scale your new and existing PostgreSQL deployments, freeing you to focus on your business and appli

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Groups Connections Data How To 98

Forrester's Customer Insights

DECEMBER 11, 2024

Traditional managed services have long been caught in a fundamental dilemma: achieving high-quality service delivery while maintaining cost-effectiveness. After offshore and cloud, managed services are being reshaped by AI at a fundamental level, introducing a new services paradigm that blends performance-based models, automation, and human-centric refinement.

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Management Software Industry Customers 36

Retently

DECEMBER 11, 2024

Table of Contents Key Takeaways What is CSAT and Why Does It Matter? The Anatomy of a Perfect CSAT Question CSAT Question Types: When and How to Use Them Customizing CSAT Questions for Different Touchpoints Common Pitfalls in Crafting CSAT Questions Best Practices for Survey Distribution How to Analyze CSAT Responses Effectively Conclusion Crafting great CSAT questions isnt just about slapping together a survey and hitting send.

Touchpoint 78

Touchpoint Policies Survey Trends 78

Forrester's Customer Insights

DECEMBER 11, 2024

Over recent weeks many Forrester clients have asked us how prospective tariffs might impact their supply chain processes and supporting applications. What Is The Potential Impact Of New Tariffs On Manufacturing?

Technology 26

Technology Management Customers 26

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

Trends

Pretium Solutions

DECEMBER 11, 2024

Do you have the right tools to run your business? Learn more about essential small business software For a business owner like you, having the right software tools can make all the difference. From managing your finances to building strong customer relationships, the right software can streamline your operations, save you time, and boost your bottom line.

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Software Tools CRM Customer relationships 52

Forrester's Customer Insights

DECEMBER 11, 2024

Tech executives at global organizations manage their public cloud environments keeping into account many different factors worldwide, from different regulations to country-specific technology and business requirements. There are a few trends that are stable though, as we found out in our research.

Trends 26

Trends Report Technology Management 26

Adrian Swinscoe

DECEMBER 11, 2024

This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to the Quantifying Data Skills Gap report, almost half [] The post Closing the skills gap: How can businesses boost their digital skills training? first appeared on Adrian Swinscoe.

Training 52

Training Report Data Employee Engagement 52

Forrester's Customer Insights

DECEMBER 11, 2024

At the ICD Media Groups Healthcare Burnout Symposium, healthcare thought leaders dove into the origins of and continuing reasons for clinician burnout. Experts on designing for empathy, clinician well-being, organizational transformation, patient experience, human suffering, moral injury, and physician resilience shared ideas and evidence-based solutions for helping the healthcare workforce.

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Healthcare Groups Employee Experience Trends 26

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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.

Tools

Upwave

DECEMBER 11, 2024

AI Campaign Insights Reports Upwaves AI Campaign Insights Reports are 100% AI-generated slide decks that showcase valuable insights on campaign performance and in-flight optimization recommendations on-demand throughout your campaign. The first practical application of generative AI in advertising measurement, they take the work out of understanding, interpreting, and clearly communicating Brand Lift results.

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Advertising Measurement Report Brands 26

Bill Quiseng

DECEMBER 11, 2024

On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy. “No other country in the developed world as “for-profit” health insurance. And you know what, that’s why they have lower healthcare costs than we do. Their people aren’t burdened with the cost of supporting billionaire health insurance executives millionaires who work for them.” Dr.

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Insurance Healthcare Government Financial 88