Thu.Jan 30, 2025

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Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further

PeopleMetrics

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer

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How Beta Testing Can Drive Go/No-Go Decisions

Centercode

Beta insights can make or break a launchlearn how to ensure they shape Go/No-Go decisions, not just get buried in reports.

Report 52
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Five Ingredients To Win The Recurring Revenue B2B Bake Off And Avoid Getting Chopped

Forrester's Customer Insights

As a keen amateur chef, I have been known to occasionally seek inspiration from a tv cooking competition. Those bite-sized episodes of culinary drama sometimes provide just enough to satisfy my hunger for light evening entertainment.

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DeepSeek-R1 model now available in Amazon Bedrock Marketplace and Amazon SageMaker JumpStart

AWS Machine Learning

Today, we are announcing that DeepSeek AI s first-generation frontier model, DeepSeek-R1 , is available through Amazon SageMaker JumpStart and Amazon Bedrock Marketplace to deploy for inference. You can now use DeepSeek-R1 to build, experiment, and responsibly scale your generative AI ideas on AWS. In this post, we demonstrate how to get started with DeepSeek-R1 on Amazon Bedrock and SageMaker JumpStart.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

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.

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Why Conversational AI is the Must-Have Ingredient for Scaling Customer Experience

CSM Magazine

Scaling customer experience is the holy grail for modern SaaS leaders in customer service and experience. You have successfully nailed down the product-market fit, and the customers start to pour in. But along with growth comes a challenge: How do you continue with the same levels of personalized and meaningful interactions without ballooning your operational costs?

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The Strategic Role of Business Development Consultants in Scaling SMBs

CSM Magazine

Small and medium-sized businesses (SMBs) face a unique challenge: they must compete with larger, more established companies while navigating limited resources, fluctuating markets, and evolving customer expectations. Growth is the goal, but scaling successfully requires more than just ambition. This is where business development consultants come in.

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189: How to Build Your Personal Brand

The DiJulius Group

Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a world-renowned speaker, His Tedx talk. Read Full Article The post 189: How to Build Your Personal Brand appeared first on The DiJulius Group.

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AI and ML Security: Preventing Jailbreaks, Drop Tables, and Data Poisoning

Forrester's Customer Insights

Its a fast and furious week in the world of generative AI and AI security.

Data 37
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It’s Time to Build Your Customer Service Strategy

Brad Cleveland Blog

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you … Continue reading → The post Its Time to Build Your Customer Service Strategy appeared first on Brad Cleveland.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

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.

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Highlights From The Forrester Wave: Content Platforms, Q1 2025

Forrester's Customer Insights

The Forrester Wave: Content Platforms, Q1 2025 is now live! We looked at 12 key vendors and evaluated them on 24 criteria. Four Leaders emerged, followed by five Strong Performers and three Contenders. To learn more about these vendors and how they serve their target markets, see the full report.

Report 34
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How Aetion is using generative AI and Amazon Bedrock to unlock hidden insights about patient populations

AWS Machine Learning

The real-world data collected and derived from patient journeys offers a wealth of insights into patient characteristics and outcomes and the effectiveness and safety of medical innovations. Researchers ask questions about patient populations in the form of structured queries; however, without the right choice of structured query and deep familiarity with complex real-world patient datasets, many trends and patterns can remain undiscovered.

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Tenable To Acquire Vulcan Cyber: More Consolidation In The Vulnerability Management Market

Forrester's Customer Insights

The proactive security market is consolidating further as exposure management vendor Tenable announced its intent to acquire Vulcan Cyber, a unified vulnerability management (UVM) vendor that specializes in third-party vulnerability collection, vulnerability response, and application security posture management.