InMoment XI

SEPTEMBER 16, 2024

What is Patient Feedback? Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. The goal of collecting patient feedback is to pinpoint areas for improvement in healthcare operations.

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Feedback Healthcare Hospitality Wait Times 260

Middlesex Consulting

SEPTEMBER 16, 2024

Purpose of this article Any product that uses fossil fuel to generate power will eventually be a candidate for repowering (conversion to electric power.) It may be a battery, solar panel, or fuel cell, but it must reduce its impact on global warming. The conversion will have short—and long-term effects on the OEM’s aftermarket business. […] The post Repowering School Buses: A Case Study appeared first on Middlesex Consulting.

Case Study 78

Case Study Study Consulting Financial 78

Interactions

SEPTEMBER 16, 2024

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational AI.

Interaction 62

Interaction Return on Investment Innovation Social Media 62

Adrian Swinscoe

SEPTEMBER 16, 2024

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.

Insurance 59

Insurance Chief Customer Officer Loyalty Connections 59

Speaker: Jennifer Wright and Nick Barron

Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.

Retail

2020 Research

SEPTEMBER 16, 2024

Key Takeaways Convenience is Key: IHUTs simplify participant access, broadening the spectrum of user demographics for rich, comprehensive insights. Real-Life Insights: By placing products in authentic settings, IHUTs yield invaluable usage data, ensuring your products resonate with real-world demands, not just lab conditions. Navigate the Cons: It’s necessary to consider the challenges posed by complexity, timeline constraints, costs, and data quality concerns when planning an IHUT.

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Travel Data Analysis Engagement 52

The DiJulius Group

SEPTEMBER 16, 2024

Have you ever been accused of becoming a freak? Maybe you should be flattered… Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference.

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Conference Leadership Groups Customer Service 52

Doing CX Right

SEPTEMBER 16, 2024

Discover how pay equity impacts both employee engagement and customer experience, with actionable insights for business and personal growth. The post The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences appeared first on Doing CX Right.

Customer Experience 52

Customer Experience Employee Engagement Customers Engagement 52

Support EXP

SEPTEMBER 16, 2024

“Great things are done by a series of small things brought together.” – Vincent Van Gogh Change is happening every day, but sometimes our perspective keeps us from seeing the big picture. We can be so embedded in the process that we lose sight of what we are growing or building toward. An overly narrow or intense focus obscures the ultimate fruit of our efforts.

Banking 52

Banking Financial Training Touchpoint 52

SurveySensum

SEPTEMBER 16, 2024

Product development is not a one-time thing – it’s a continuous process that needs new innovations and honest feedback from customers and trust me honest feedback is hard to come by. While gathering feedback via surveys is a smart strategy, it lacks real-time insights into the customer sentiments, and in-moment feedback while exploring the overall product or a certain feature.

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NPS Survey User Experience Touchpoint 52

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Strativity

SEPTEMBER 16, 2024

The post The Fastest Growing Demographic Segment in Consumer Tech is Not What You Think appeared first on Material.

Consumers 52

Consumers 52

Ascribe

SEPTEMBER 16, 2024

[FOR IMMEDIATE RELEASE] Cincinnati, OH, September 16, 2024 Ascribe , a pioneer in open end analysis and verbatim coding solutions, proudly announces the launch of two groundbreaking innovations, Theme Extractor 2.0 and Ask Ascribe, designed to enhance productivity and accuracy for market researchers and data analysts. By leveraging Ascribe’s 25 years of expertise delivering industry-proven text analysis solutions combined with the latest advancements in Artificial Intelligence (AI) and Natural L

Analysis 40

Analysis Innovation Net Promoter Score Omni-Channel 40

Strativity

SEPTEMBER 16, 2024

The post No, the Customer isn’t Always Right – How to Get the Most from your CX Data appeared first on Material.

Data 52

Data How To Customers 52

Forrester's Customer Insights

SEPTEMBER 16, 2024

Looking for ways to improve your fraud management capabilities? Learn six key ways generative AI can help in this preview of a session at our upcoming Security & Risk Summit in Baltimore December 9-11.

Management 40

Management 40

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

Strativity

SEPTEMBER 16, 2024

The post Elevating Digital Experiences: A Deep Dive into Open DXPs appeared first on Material.

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Forrester's Customer Insights

SEPTEMBER 16, 2024

As AI continues to evolve at a breakneck pace, it’s tempting to throw out the rulebook and embrace the latest thing. But when it comes to process management, striking a balance between innovation and reliability is wise. Traditional tools like DPA, RPA, and document automation have been workhorses for decades, streamlining operations and saving time.

Management 39

Management Innovation Tools Customers 39

Strativity

SEPTEMBER 16, 2024

The post Employees Are the New Customers appeared first on Material.

Customers 52

Customers 52

Forrester's Customer Insights

SEPTEMBER 16, 2024

European B2B marketers are charting their course through a multifaceted and shifting terrain. Confronted with fluctuating economic climates, inefficiencies in processes, data management hurdles and recruitment challenges, these decision-makers are tasked with driving customer-obsessed growth through both enhanced efficiency and a strong emphasis on innovation to stay ahead in the game.

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B2B How To Course Innovation 35

Speaker: Conrado Morlan

In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.

Management

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

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B2B Strategy Customer Experience Customer Journeys 310

Forrester's Customer Insights

SEPTEMBER 16, 2024

A variant of the Mirai DDoS botnet that arrived in late 2016 and has remained active (because its creators released the malware for anyone to use), is using unpatched (and in this case unpatchable) AVTECH closed-circuit television cameras as part of its botnet to attack targets-of-opportunity, such as an early target of the French hosting […]

Trends 33

Trends 33

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. As a CX change agent, I’m sure you’ve heard how customer journey mapping is a proven way to bring much-needed order to this potential chaos: Journey maps explain how specific personas experience your organization They reveal the emotions customers feel at each step of their journey And they highlight the most important channels in e

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Forrester's Customer Insights

SEPTEMBER 16, 2024

We recently completed ‘The Oracle Services Landscape, Q3 2024’. Since the last edition of this Forrester landscape, Oracle customers have been eager to modernize their enterprise applications’ footprint and adopt SaaS principles. Customers of heritage products like E-Business Suite, PeopleSoft, etc.

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Customers 32

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

AWS Machine Learning

SEPTEMBER 16, 2024

This post is co-written with Pradeep Prabhakaran from Cohere. Retrieval Augmented Generation (RAG) is a powerful technique that can help enterprises develop generative artificial intelligence (AI) apps that integrate real-time data and enable rich, interactive conversations using proprietary data. RAG allows these AI applications to tap into external, reliable sources of domain-specific knowledge, enriching the context for the language model as it answers user queries.

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Policies System Data Metrics 95

Forrester's Customer Insights

SEPTEMBER 16, 2024

We recently completed ‘The SAP Services Landscape, Q3 2024’. A lot has changed in the SAP ecosystem since the last edition of this Forrester landscape. SAP ECC to SAP S/4HANA cloud migrations are taking center stage for the vast majority of SAP clients.

Customers 32

Customers 32

AWS Machine Learning

SEPTEMBER 16, 2024

The clustered regularly interspaced short palindromic repeat (CRISPR) technology holds the promise to revolutionize gene editing technologies, which is transformative to the way we understand and treat diseases. This technique is based in a natural mechanism found in bacteria that allows a protein coupled to a single guide RNA (gRNA) strand to locate and make cuts in specific sites in the targeted genome.

Training 95

Training Metrics Data Healthcare 95

Forrester's Customer Insights

SEPTEMBER 16, 2024

In May, Forrester announced our Security & Risk Enterprise Leadership Award. The Security & Risk Enterprise Leadership Award will recognize organizations — and their leaders — that have transformed the security, privacy, and risk management functions.

Leadership 32

Leadership Management Customers 32

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Ascribe

SEPTEMBER 16, 2024

Qualitative data, especially open-ended responses, can provide deep insights into consumer behavior, preferences, emotions, and desires. However, extracting actionable insights from qualitative data is more difficult than briefly skimming through survey responses or counting frequency, instead, it requires quantitative analysis of the open-ended responses in your data set and then effective visualization of the results.

Analysis 40

Analysis Infographics Trends Tools 40

Forrester's Customer Insights

SEPTEMBER 16, 2024

This morning, attorneys for TikTok appeared before the federal appeals court in Washington – challenging a law signed in April that forces the app to either cut ties with its China-based parent company (ByteDance) or be banned. Whta’s at stake? TikTok’s 170 million U.S. users and 7 million businesses who rely on the app.

Company 30

Company Social Media B2C Marketing 30

Forrester's Customer Insights

SEPTEMBER 16, 2024

Spending on B2B events is perennially one of the largest items on the CMO’s budget, with upwards of 30 per cent of program spend going on event activity.

Measurement 30

Measurement B2B Survey Marketing 30