Zonka Feedback
DECEMBER 18, 2023
In the realm of customer service, the frontline staff serves as the face of a business. Their interactions with customers are important in shaping perceptions, loyalty, and overall satisfaction. To utilize the power of these frontline encounters and deliver a customer-centric experience, companies leverage a potent tool - frontline customer service surveys.
BlueOcean
DECEMBER 18, 2023
Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.
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Comm100
DECEMBER 18, 2023
Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.
AWS Machine Learning
DECEMBER 18, 2023
Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more.
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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.
ShepHyken
DECEMBER 18, 2023
Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BirdEye
DECEMBER 18, 2023
Online reviews have rapidly become the top source of new leads, with 34% of marketers citing them as the number one channel for customer acquisition. And that’s just scratching the surface of their potential – one Birdeye’s latest data report found that 92% of consumers read at least two reviews before deciding whether to trust a business.
Thematic
DECEMBER 18, 2023
With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? Yes, OpenAI is a powerful tool. It is useful to analyze smaller datasets and to get a quick overview. However, it is not capable of the accurate and detailed analysis that can be achieved with specialized feedback analysis tools.
Team Support
DECEMBER 18, 2023
“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Though some industries might slow down during the month of December, others get more hectic and tensions can run high. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve?
Thematic
DECEMBER 18, 2023
With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? Yes, OpenAI is a powerful tool. It is useful to analyze smaller datasets and to get a quick overview. However, it is not capable of the accurate and detailed analysis that can be achieved with specialized feedback analysis tools.
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.
Kapta Customer Success
DECEMBER 18, 2023
The upcoming year will be challenging for account managers and customers alike. We’re surrounded by so much uncertainty with shifting markets and an unpredictable economy causing businesses to respond by doing more with less. Consequently, account managers are caught in something we refer to as “the big squeeze,” experiencing both internal and external pressures.
Doing CX Right
DECEMBER 18, 2023
Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.
Clarivate
DECEMBER 18, 2023
As 2023 comes to a close , make sure you don’t miss out on the timely insights from Clarivate , created to help IP legal teams plan for the rapidly changing industry. The past year has been one of uncertainty for the global economy. From the possibility of a recession, to the swift acceleration of artificial intelligence (AI) and the race to understand impacts unknown.
Adrian Swinscoe
DECEMBER 18, 2023
This is a guest post by Jeanicka Rhey, a content writer. Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe.
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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.
BirdEye
DECEMBER 18, 2023
Online reviews have rapidly become the top source of new leads, with 34% of marketers citing them as the number one channel for customer acquisition. And that’s just scratching the surface of their potential – one Birdeye’s latest data report found that 92% of consumers read at least two reviews before deciding whether to trust a business.
CSM Magazine
DECEMBER 18, 2023
Who do business innovations serve? It’s important to ask yourself this question before you make even the most exciting changes. Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem.
Magellan Solutions
DECEMBER 18, 2023
Did you know businesses face a crucial decision: adapt and thrive or risk being left behind? Continuous evolution is a necessity for survival in the tech-driven landscape. Magellan Solutions is a trusted compass. It guides businesses through endless possibilities and helps them stay ahead of the competition. Picture a situation where your business is adjusting to change and leading it.
CSM Magazine
DECEMBER 18, 2023
Revolutionizing equipment tracking, Smart Tagging is a game-changer for businesses. Imagine a tiny chip attached to each item, storing crucial details like identification number, purchase date, warranty, and maintenance history. In this article, we’ll explore how this innovation, accessible through RFID or NFC-equipped scanners, streamlines management, eliminating manual record-keeping and enhancing efficiency for businesses of all sizes.
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
DECEMBER 18, 2023
Keeping healthcare information private is a top priority, especially when data is sensitive more than ever. Plus, the majority of healthcare data breaches happen online. This is why HIPAA compliant survey tools are quintessential to protect sensitive information. But which tool should you choose? What are the criteria you should be on the lookout for?
CSM Magazine
DECEMBER 18, 2023
Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line.
SurveySensum
DECEMBER 18, 2023
In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback. After a while, I noticed that my customers were churning.
Forrester's Customer Insights
DECEMBER 18, 2023
The enterprise and IT service management market is heading in an interesting direction. As the platforms continue to expand in their capabilities, organizations make substantial investments to ensure that they get the most from their service management platform.
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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.
My Customer
DECEMBER 18, 2023
It’s that time of year when industry commentators and pundits share their visions for the future, and make an attempt to predict what is.
Forrester's Customer Insights
DECEMBER 18, 2023
Our new report How To Tackle Your Emerging Tech Skill Gaps introduces two frameworks that help business leaders address emerging skill needs.
Centercode
DECEMBER 18, 2023
Unveil Centercode's G2 Winter 2024 triumph: 17 badges highlighting our impact on beta testing and tech innovation.
Forrester's Customer Insights
DECEMBER 18, 2023
Homer told a story of two sea monsters, Scylla and Charybdis, situated in a narrow strait. Sailors who passed through had to decide which peril to navigate: Risk the hungry six-headed Scylla on one side, or the whirlpool created by underwater Charybdis on the other side.
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.
SmartKarrot
DECEMBER 18, 2023
In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.
Forrester's Customer Insights
DECEMBER 18, 2023
Customers in France, Italy, Spain, in the UK generally rate their trust towards their bank as "weak" or - at best - moderate.
SmartKarrot
DECEMBER 18, 2023
In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.
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