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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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?
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.
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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.
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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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.
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!
Heart of the Customer
JULY 11, 2024
The post The Maturity Model Advantage appeared first on Heart of the Customer.
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.
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.
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.
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.
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.
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.
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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.
Centercode
JULY 11, 2024
Dylan at Nanit shares how empathy has transformed his approach to beta testing, enhancing user satisfaction and reducing friction.
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.
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).
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.
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!
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.
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
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.
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.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Forrester's Customer Insights
JULY 11, 2024
Read on to learn how Figma is approaching rapid growth, organization, partnership, craftsmanship, and collaboration.
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.
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.
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.
Speaker: Jason Tanner
While growth of software-enabled solutions generates momentum, growth alone is not enough to ensure sustainability. The probability of success dramatically improves with early planning for profitability. A sustainable business model contains a system of interrelated choices made not once but over time. Join this webinar for an iterative approach to ensuring solution, economic and relationship sustainability.
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.
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