Wed.Nov 06, 2024

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What Will Your Customers Give Up for a More Convenient Experience?

ShepHyken

Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service.

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Conversational Surveys: A Game-Changer in Feedback Collection

InMoment XI

Conversational surveys are revolutionizing how businesses gather customer feedback by creating engaging, personalized interactions that resonate with all age groups, from Gen Z to Gen X. These dynamic surveys adapt their follow-up questions based on responses, enhancing engagement and encouraging more comprehensive survey participation. This innovative approach not only improves customer experience but also yields richer, actionable insights that empower businesses to refine their strategies.

Feedback 195
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Unearth insights from audio transcripts generated by Amazon Transcribe using Amazon Bedrock

AWS Machine Learning

Generative AI continues to push the boundaries of what’s possible. One area garnering significant attention is the use of generative AI to analyze audio and video transcripts, increasing our ability to extract valuable insights from content stored in audio or video files. Speech data is unique and complex, which makes it difficult to analyze and extract insights.

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What You’ll Miss with an Off-the-shelf IVA

Interactions

When researching to find the right IVA platform to elevate customer experience and boost contact center efficiency, you’ll develop a list of wants, needs, and deal-breakers when it comes to IVA capabilities. But even with IVAs that meet most of your criteria, you may not realize what you’ll miss out on—or the challenges ahead—when you select an off-the-shelf solution rather than an end-to-end partner that can provide a bespoke, white-glove approach.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Integrate foundation models into your code with Amazon Bedrock

AWS Machine Learning

The rise of large language models (LLMs) and foundation models (FMs) has revolutionized the field of natural language processing (NLP) and artificial intelligence (AI). These powerful models, trained on vast amounts of data, can generate human-like text, answer questions, and even engage in creative writing tasks. However, training and deploying such models from scratch is a complex and resource-intensive process, often requiring specialized expertise and significant computational resources.

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Build and deploy a UI for your generative AI applications with AWS and Python

AWS Machine Learning

The emergence of generative AI has ushered in a new era of possibilities, enabling the creation of human-like text, images, code, and more. However, as exciting as these advancements are, data scientists often face challenges when it comes to developing UIs and to prototyping and interacting with their business users. Traditionally, building frontend and backend applications has required knowledge of web development frameworks and infrastructure management, which can be daunting for those with e

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Sago Secures Spot in the 2024 GRIT Business & Innovation Report

2020 Research

We are proud to announce that Sago is part of the 50 Most Innovative Suppliers and Brands list in the 2024 GRIT Business and Innovation Report , a strategic guide highlighting important trends shaping the world of research, analytics, and insights. The 50 Most Innovative Suppliers and Brands list serves as a brand tracker, recognizing those companies that are universally celebrated as the vanguards of our industry.

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Unleash the power of generative AI with Amazon Q Business: How CCoEs can scale cloud governance best practices and drive innovation

AWS Machine Learning

This post is co-written with Steven Craig from Hearst. To maintain their competitive edge, organizations are constantly seeking ways to accelerate cloud adoption, streamline processes, and drive innovation. However, Cloud Center of Excellence (CCoE) teams often can be perceived as bottlenecks to organizational transformation due to limited resources and overwhelming demand for their support.

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Mastering Email Deliverability for Holiday Campaign Success: Part II

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Ensuring emails reach your target audience is crucial for successful holiday campaigns. This is why it’s so important to understand how ISPs evaluate whether emails should go to the inbox or spam folder. This blog post introduces the actions that ISPs consider when evaluating whether you’re a good or bad sender and presents three warning signs that suggest you might be having a deliverability issue.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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.

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CX University Partners with CRM Middle East to Launch First-Ever Online Customer Experience Training in Arabic

CX University

CX University (CXU), a leading provider of online Customer Experience (CX) education, has partnered with CRM Middle East to introduce the first comprehensive online CX certification program delivered entirely in Arabic. This collaboration aims to address the growing demand for specialized CX skills in the Middle East region. Set to launch towards the end of 2024, the program will offer a comprehensive curriculum covering essential CX concepts, strategies, and best practices tailored to the uniqu

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Board Certified Behavior Analyst Exam Content Outline Breakdown: Key Areas to Master for Success

CSM Magazine

The Board Certified Behavior Analyst (BCBA) exam is a big step for anyone looking to become a certified behavior analyst. I’ve seen many people feel nervous about this test, but I’m here to break it down for you. Effective BCBA exam prep is crucial for success in this challenging assessment. The exam covers key areas like basic principles of behavior analysis, measurement, assessment, and behavior change systems.

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Scaling Your Business with Marketing Automation for E-commerce

Blueshift

Growing an e-commerce business comes with increasing complexities—managing multiple marketing campaigns, keeping up with customer demands, and delivering engaging experiences at scale are just a few. As your business expands, maintaining consistent customer engagement while managing these tasks manually can be incredibly time-consuming. To overcome this challenge, many e-commerce brands are turning to AI-powered marketing automation to automate repetitive tasks, improve customer targeting, and d

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10 Must-Have Features in a Productivity Browser for Busy Professionals

CSM Magazine

In today’s moving environment, time is valuable for working adults. Every moment matters, which places a high value on productivity. The selection of the correct tools can greatly influence how efficiently tasks are completed, and a web browser that prioritizes productivity is crucial. With numerous choices on the market, selecting a browser that includes key features can simplify work processes and enhance overall performance.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

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.

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Confirmit vs Qualtrics: Which One Wins in Survey and Feedback Management?

SurveySensum

When it comes to feedback management software, Confirmit (now known as Forsta) and Qualtrics stand as two giants pitted against each other. Each of these tools offers a wide range of tools and features for managing and analyzing customer feedback and making things easier for businesses. However, like any other great tool, these two also come with their limitations.

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How To Write A Project Management Plan That Boosts Customer Satisfaction

CSM Magazine

Every successful project manager knows that a strong project management plan is the cornerstone of delivering exceptional results. Whether you’re seeking a free project plan template or investing in sophisticated project management software, your management plan must prioritize customer satisfaction from day one. This comprehensive guide will walk you through the project planning process while ensuring your project objectives align perfectly with customer needs.

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TikTok for business: Boosting your brand’s growth and reach

Brandwatch CX

TikTok for business is leveraging the platform to increase brand visibility and engagement. Learn how to effectively boost your brand's reach and impact.

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Customer Service Essentials for Franchise Owners: A Guide to Success

CSM Magazine

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Customers value a business where they feel appreciated, and this often depends on the service they receive, not just the product they buy.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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TikTok for business: Boosting your brand’s growth and reach

Brandwatch CX

TikTok for business is leveraging the platform to increase brand visibility and engagement. Learn how to effectively boost your brand's reach and impact.

Brands 52
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Player Support Meetup Highlights: Insights and Connections from Amsterdam

5CA

On October 16th, 5CA hosted over 50 leaders in player and customer support at Amsterdam’s Volkshotel for a day filled with insights, networking, and fresh ideas.

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Effective strategies for gathering feedback: boosting customer satisfaction and business success 

Happy or Not

Collecting and understanding customer feedback is vital for companies to prioritize improvement and measure customer satisfaction. Collecting feedback through various methods and channels is crucial to enhance customer loyalty and satisfaction. Feedback isn’t just about solving problems; it’s about gathering actionable insights that can shape the entire customer experience.

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“AI Responsibly” With GenAI In Martech

Forrester's Customer Insights

Decades ago, the alcohol industry launched its ubiquitous “Drink responsibly” marketing campaign. In 2024, it’s time to “AI responsibly” in marketing technology (martech).

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Pricing for Profit: How to Set, Negotiate, and Succeed

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