Beyond Philosophy
JULY 11, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sanjay Patel has a pickle, and he wants our help. It’s a simple question but a profound one: How do you get the senior exec to buy into your program? In other words, how do you deal with senior management?
InMoment XI
JULY 11, 2024
Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. Historically, it has been difficult to quantify metrics from customer calls. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics? Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction.
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AWS Machine Learning
JULY 11, 2024
In the diverse toolkit available for deploying cloud infrastructure, Agents for Amazon Bedrock offers a practical and innovative option for teams looking to enhance their infrastructure as code (IaC) processes. Agents for Amazon Bedrock automates the prompt engineering and orchestration of user-requested tasks. After being configured, an agent builds the prompt and augments it with your company-specific information to provide responses back to the user in natural language.
Clarivate
JULY 11, 2024
“AI Everywhere All at Once.” This year’s theme from Outsell, Inc. perfectly captures the expansion of artificial intelligence across all facets of our lives. In academia, this rapid advancement raises more questions than answers. How do we ensure ethical AI use? How can we advance research and drive research integrity? How do we use AI to advance student learning skills?
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
AWS Machine Learning
JULY 11, 2024
Retrieval Augmented Generation (RAG) is a popular paradigm that provides additional knowledge to large language models (LLMs) from an external source of data that wasn’t present in their training corpus. RAG provides additional knowledge to the LLM through its input prompt space and its architecture typically consists of the following components: Indexing : Prepare a corpus of unstructured text, parse and chunk it, and then, embed each chunk and store it in a vector database.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
JULY 11, 2024
Large language models have become indispensable in generating intelligent and nuanced responses across a wide variety of business use cases. However, enterprises often have unique data and use cases that require customizing large language models beyond their out-of-the-box capabilities. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon th
MiaRec
JULY 11, 2024
In June 2023, we published an article that compared lexicon-based with Machine Learning or NLP-based Sentiment Analysis. Now, a little more than one year later, we have made another huge leap forward with Generative AI-based Sentiment Analysis!
AWS Machine Learning
JULY 11, 2024
Amazon SageMaker Studio provides a comprehensive suite of fully managed integrated development environments (IDEs) for machine learning (ML), including JupyterLab , Code Editor (based on Code-OSS), and RStudio. It supports all stages of ML development—from data preparation to deployment, and allows you to launch a preconfigured JupyterLab IDE for efficient coding within seconds.
Totango
JULY 11, 2024
“Traditionally, customers have focused on acquisition. When money was a little cheaper, it was easy to throw money at the problem and grow at all costs. But, what we’ve found over the last year – in a real painful way – is that it’s no longer working.” – Chris Dishman , Senior Vice President of Customer Success, Totango + Catalyst For years, SaaS leaders thought new customer acquisition was the fastest way to grow.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Middlesex Consulting
JULY 11, 2024
When my colleague Lalit Mohan Chandra Bhatt shared the title of this article on LinkedIn, “Cures Sell Themselves, Prevention Takes Persuasion,” he captured a fundamental selling truth in the B2B world. I couldn’t get the statement out of my mind because a large and growing number of service products are preventative, and he talked about […] The post A Selling Truth – Cures Sell Themselves, Prevention Takes Persuasion appeared first on Middlesex Consulting.
Heart of the Customer
JULY 11, 2024
The post The Maturity Model Advantage appeared first on Heart of the Customer.
Middlesex Consulting
JULY 11, 2024
When my colleague Lalit Mohan Chandra Bhatt shared the title of this post on LinkedIn, he captured a fundamental truth in the B2B world. I couldn’t get the statement out of my mind because a large and growing number of service products are preventative. And I was sure that these services were not being presented […] The post Cures Sell Themselves, Prevention Takes Persuasion appeared first on Middlesex Consulting.
Thematic
JULY 11, 2024
On the surface, content analysis and thematic analysis sound the same. They both use terms like "coding" and "themes," and both share the goal of extracting meaning. For many, content analysis and thematic analysis feel interchangeable. But they're not. While they both start with qualitative data, content analysis and thematic analysis are different in the way they analyze qualitative data and arrive at their results.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Forrester's Customer Insights
JULY 11, 2024
Let’s face it: A lot of what developers do is routine. I’m pretty sure I’ve never heard a developer declare, “Hooray, I get to set up a SQL database!” (Well… maybe I’ve heard that once or twice — I know a lot of developers who are connoisseurs of sarcasm).
Centercode
JULY 11, 2024
Dylan at Nanit shares how empathy has transformed his approach to beta testing, enhancing user satisfaction and reducing friction.
Help Scout
JULY 11, 2024
What are customer engagement platforms? Learn what they are, how they differ from CRMs, key features of CEPs, and how to choose the best for your business.
DCX
JULY 11, 2024
Keeping up with shifts in customer experience (CX) can feel overwhelming. Many businesses struggle to balance new technologies with customer needs, often resulting in disjointed experiences and lost opportunities. What if you miss a critical trend? What if your CX strategy becomes outdated, leading to customer churn and declining revenue? The cost of falling behind in CX can be significant, impacting not just your bottom line but your entire business trajectory.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Brandwatch CX
JULY 11, 2024
Explore the benefits of social media outsourcing for streamlining your business strategy. Learn how outsourcing can maximize efficiency and amplify reach.
Zonka Feedback
JULY 11, 2024
Imagine a customer seamlessly transitioning from browsing your website on a laptop to making a purchase through a mobile app, all while receiving personalized recommendations.
Brandwatch CX
JULY 11, 2024
Explore the benefits of social media outsourcing for streamlining your business strategy. Learn how outsourcing can maximize efficiency and amplify reach.
CSM Magazine
JULY 11, 2024
GEM Environmental Building Services has rolled-out a job management system from BigChange. The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time updated customer interfaces. Using the system GEM has reduced the admin resource required to manage multi-million-pound contracts by around 50 percent whilst improving engineer efficiency by 10 percent.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
SurveySensum
JULY 11, 2024
Are you striving to gain an in-depth understanding of your customers to deliver them an exceptional experience? Then, you may want to replace your traditional survey builder with a stronger tool. Why, you may ask? Because traditional survey builders don’t cut it anymore! Yes, they help you build surveys, but they neither have the speed nor the capability to dig deep into customer feedback in an ever-evolving CX space.
Forrester's Customer Insights
JULY 11, 2024
Microsoft announced the availability of Microsoft Entra Suite, which will compete in the hot security service edge (SSE) market. Microsoft’s domination of the enterprise software market means that many organizations will “end up” with Microsoft solutions, even if that’s not what the CIO or CISO really wanted. Take Microsoft Teams; because it’s Microsoft, it’s everywhere.
Thematic
JULY 11, 2024
Your sales are down, and it’s not the economy. Globally, 32% of customers will turn their backs on a brand they once loved after just one disappointing encounter. So you start digging around and find some interesting chatter online—specifically, discussion threads on Facebook talking about your product. Some were good; others, well, not so great.
Forrester's Customer Insights
JULY 11, 2024
Too many organizations treat their event technology as a tactical rather than a strategic asset, with different teams selecting and deploying solutions in silos. This leads to wasted resources, overlapping capabilities, and data silos.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Forrester's Customer Insights
JULY 11, 2024
Explore Forrester’s digital banking processing platforms landscape report, highlighting 26 vendors and the transformative potential of these modern core banking systems for enhanced customer experiences and operational efficiency.
Forrester's Customer Insights
JULY 11, 2024
Read on to learn how Figma is approaching rapid growth, organization, partnership, craftsmanship, and collaboration.
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