Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Every business team or department has to measure its results to understand what is and isnt working (or worth the organizations investment): Marketers show how social media campaigns and ebooks attract new leads Salespeople explain how account-based tactics help land big-ticket sales Human resources pros tie culture initiatives to improved retention and faster recruitment Customer experience teams are

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. You could replace them, but thats easier said than done. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Based on the results of a recent poll I ran on LinkedIn, the key trends predicted to dominate in 2025 are: Ultra Personalisation (44%) Digital Engagement (25%) Sustainability (19%) Wellness (13%) Although the sample was small and skewed toward professionals, the respondents were primarily corporate leaders, so I was happy that the results were similar to those of more representa

Trends 156

Trends Consumers Strategy Case Study 156

Experience Investigators by 360Connext

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations. We’ll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappoi

Customer Expectations 143

Customer Expectations Customer Experience Customer relationships Customers 143

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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

Comm100

DECEMBER 10, 2024

The world of iGaming is fiercely competitive, with countless platforms vying for players’ attention and loyalty. While attracting new players is essential, the real challengeand opportunitylies in retaining them. The rule of thumb is that it costs five times more to acquire a new player than to retain an existing one. Player retention isnt just about keeping users coming back; its about building long-term engagement, fostering loyalty, and ultimately maximizing lifetime value.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Zeisler Consulting

DECEMBER 10, 2024

I recently had a particularly silly experience with the US Postal Service.* I mailed an envelope (containing nothing more than a copy of my very thin, light book) from Denver across the country to a client. The estimated arrival time on the east coast was to be two days. In fact, I sent two identical packages from the same place at the same time to two equidistant (from me) places on the east coast.

Government 93

Government Policies Customer Centricity Brands 93

ShepHyken

DECEMBER 10, 2024

How to handle angry customers is a topic Ive covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem.

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AWS Machine Learning

DECEMBER 10, 2024

Amazon Q Business is a generative AI-powered assistant that enhances employee productivity by solving problems, generating content, and providing insights across enterprise data sources. Beyond searching indexed third-party services, employees need access to dynamic, near real-time data such as stock prices, vacation balances, and location tracking, which is made possible through Amazon Q Business plugins.

CRM 81

CRM System Customer Relationship Management Examples 81

Thematic

DECEMBER 10, 2024

Reviews are a treasure trove of information. That’s where your customers tell you exactly what they do and don’t like about your company. Large organizations typically have vast quantities of reviews that are packed with valuable insights. Making sense of these requires a systematic approach. Review sentiment analysis using AI tools helps you unpack what your customers feel about particular topics and track how that changes over time.

Analysis 62

Analysis How To Effort Score Tools 62

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

CSM Magazine

DECEMBER 10, 2024

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace. 1.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

Optimove

DECEMBER 10, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Marketers will learn how AI and Generative AI are revolutionizing the industry by putting creativity back into their hands, enabling them to craft meaningful campaigns faster and with greater precision. Plus, readers will learn more about the “ Position-less Marketer ,” empowered by technology to transcend traditional role silos and seamlessly manage diverse responsibilities.

Multi-Channel 52

Multi-Channel Analysis Social Media Innovation 52

CSM Magazine

DECEMBER 10, 2024

Aampe founders: Schaun Wheeler, Paul Meinshausen, Sami Abboud Aampe’s agentic infrastructure enables marketing and product teams to deliver continuous personalization across channels and surfaces without having to build and maintain complex segments and campaigns across multiple tools. While companies building consumer apps and prosumer tools invest heavily in personalizing user experiences through product usage data, teams still manually craft the workflows that deliver those personalized

Entertainment 52

Entertainment Consumers Sports User Experience 52

Blueshift

DECEMBER 10, 2024

Standing out in crowded e-commerce markets requires more than just good products and competitive pricing. Brands need to evolve beyond generic interactions to deliver meaningful experiences that truly connect with their audience, fostering engagement, increasing conversions, and building long-term loyalty. Content personalization plays a crucial role in this effort, allowing businesses to craft interactions that align with each customers unique preferences.

Strategy 52

Strategy Loyalty Customer Expectations Interaction 52

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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

NobelBiz

DECEMBER 10, 2024

Debt collection has long been frustrating for businesses and customers, characterized by inefficiencies, high costs, and inconsistent experiences. According to recent industry insights, traditional debt recovery methods yield a success rate of less than 20%, highlighting the urgent need for innovation. The challenges of managing human-driven collections in an increasingly digital world are evident, but a robust solution has emerged: AI-powered voicebots.

Omni-Channel 52

Omni-Channel Multi-Channel Contact Center CRM 52

InteractionMetrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Employees and customers can express themselves through text and say whats really on their minds in a way thats impossible through structured rating questions. Open-ends are your gold but extracting the gold is challenging, which is why companies look to AI to solve the problem.

Survey 52

Survey Analysis Training Effort Score 52

AWS Machine Learning

DECEMBER 10, 2024

Today, we are excited to announce that Pixtral 12B ( pixtral-12b-2409 ), a state-of-the-art vision language model (VLM) from Mistral AI that excels in both text-only and multimodal tasks, is available for customers through Amazon SageMaker JumpStart. You can try this model with SageMaker JumpStart, a machine learning (ML) hub that provides access to algorithms and models that can be deployed with one click for running inference.

Sales 75

Sales Training Analysis Data 75

2020 Research

DECEMBER 10, 2024

In this Article Step Out of the Comfort Zone Partnership Is Key Diversity Meets Efficiency Reimagine the Respondent Experience The Importance of Education and Internal Buy-in Understanding and adopting transformative strategies in market research can be the difference between staying relevant and falling behind. Changing up your strategies also allows you to discover more nuanced insights that pave the way for tailored customer interactions and focused marketing efforts.

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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

CX University

DECEMBER 10, 2024

CX University and Rochat School of Business are excited to announce their new collaboration to offer the Customer Experience Specialist (CXS) TM certificate program in Spanish. This strategic partnership combines CX University’s expertise in online education with the international prestige of Rochat School of Business, providing high-quality customer experience training for Spanish-speaking professionals.

Customer Experience 52

Customer Experience Customer Experience Professionals Customer Centricity Course 52

Blake Morgan

DECEMBER 10, 2024

When it comes to customer service, Samsung stands outnot because they do things the easiest way, but because theyre committed to doing things the right way. Recently ranked number one in multiple categories by American Customer Satisfaction Index (ACSI) for the second year in a row, Samsungs commitment to customer care is unmatched.

Strategy 52

Strategy Customer Experience Self Service Travel 52

Brandwatch CX

DECEMBER 10, 2024

Learn how to create and engage in LinkedIn groups effectively. Boost your networking and community-building skills. Read the article for practical tips!

Groups 52

Groups Tips Engagement How To 52

CSM Magazine

DECEMBER 10, 2024

Amazon is set to conduct trials for quick commerce operations in India, aiming to deliver grocery items within 15 minutes. The initiative, known as “Project Tez”, focuses on high-frequency essentials initially but will adapt based on customer demand and data insights. The service will prioritize everyday items over high-value electronics, aiming to cater to frequently purchased goods.

Industry 52

Industry Sales Consumers Data 52

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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

Gainsight

DECEMBER 10, 2024

Customer Insights 40

Customer Insights Customers 40

DCX

DECEMBER 10, 2024

Customers 40

Customers 40

AWS Machine Learning

DECEMBER 10, 2024

In this series, we share two approaches to gain insights on multimodal data like text, images, and charts. In Part 1 , we presented an embed first, infer later solution that uses the Amazon Titan Multimodal Embeddings foundation model (FM) to convert individual slides from a slide deck into embeddings. We stored the embeddings in a vector database and then used the Large Language-and-Vision Assistant (LLaVA 1.5-7b) model to generate text responses to user questions based on the most similar slid

Comparison 84

Comparison Healthcare Analysis Data 84

Forrester's Customer Insights

DECEMBER 10, 2024

Generative AI (genAI) has the potential to radically elevate customer experiences and streamline operations, delivering transformative impact across the enterprise. Yet, businesses encounter a significant challenge: the inherent limitations of foundational models (FMs). These models often struggle with delivering accurate and relevant outputs, primarily due to their constrained training datasets.

Training 34

Training Report Customer Experience Customers 34

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.

Connections

BlueOcean

DECEMBER 10, 2024

Halifax, Nova Scotia – Blue Ocean Contact Centers, a leading provider of high-touch customer care solutions, has been awarded a Bronze Medal from EcoVadis, placing them in the top 35% of companies globally for sustainability performance. This recognition validates Blue Ocean’s commitment to environmental stewardship, ethical business practices, labor and human rights, and sustainable procurement. “At Blue Ocean, we’ve always believed that doing good business means doing b

Contact Center 156

Contact Center Insurance Customer Care Innovation 156

Forrester's Customer Insights

DECEMBER 10, 2024

TeamViewer and 1E: the first major DEX acquisition, but not the last When I published my blog post on the great DEX-pansion in October, I foretold a future in which the DEX market would consolidate … But I didnt think it would happen so quickly.

Marketing 26

Marketing User Experience Employee Experience Management 26

ECXO

DECEMBER 10, 2024

Leading a Commercial Team Through Major Transformations Change is the only constant in the world of business. As organizations evolve, they often find themselves introducing new technologies, shifting market strategies, or restructuring workforce dynamics to adapt to an ever-changing environment. These transformations, while essential for growth and innovation, can create a sense of discomfort and uncertainty among team members.

Leadership 156

Leadership Training System Examples 156