Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership. This article delves into the idea that a successful CX leader mirrors a skilled salesperson, adept at navigating the challenge of convincing senior leaders about the crucial importanc

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Customer Journeys Customer Centricity Automotive Fashion 130

AWS Machine Learning

DECEMBER 1, 2023

Launched in 2019, Amazon SageMaker Studio provides one place for all end-to-end machine learning (ML) workflows, from data preparation, building and experimentation, training, hosting, and monitoring. As we continue to innovate to increase data science productivity, we’re excited to announce the improved SageMaker Studio experience, which allows users to select the managed Integrated Development Environment (IDE) of their choice, while having access to the SageMaker Studio resources and tooling

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Travel Training Resources Tools 122

Helpware

DECEMBER 1, 2023

As the BPO sector is experiencing constant change, leaders have to adapt new management methodologies to keep up with new market demands and increased client expectations. Sticking to traditional management styles is like sailing a ship with an old map when everyone is using satellite navigation. We are witnessing the paradigm shift towards more flexible, more adaptable practices and I’d like to consider two management practices — Agile and Lean and explore how their adoption could be a game-cha

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Course Industry Management Marketing 91

AWS Machine Learning

DECEMBER 1, 2023

As organizations scale the adoption of machine learning (ML), they are looking for efficient and reliable ways to deploy new infrastructure and onboard teams to ML environments. One of the challenges is setting up authentication and fine-grained permissions for users based on their roles and activities. For example, MLOps engineers typically perform model deployment activities, whereas data scientists perform ML training and validation activities.

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Groups Resources Sports Government 120

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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

SaleMove

DECEMBER 1, 2023

Rick DeLisi shares his thoughts on the state of the customer survey and how he sees the methods of collecting feedback changing in the future. The post Customer Surveys: Necessary But Insufficient appeared first on Glia Blog | Digital Customer Service Explained.

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Survey Customers Feedback Customer Service 90

kommunicate

DECEMBER 1, 2023

Last Updated on December 1, 2023 The telecommunications market in Zimbabwe is undergoing a sea change, especially in a post-pandemic world. Gone are the days when people were calling each other on the phone. Zimbabweans seem to be adopting technology at an unprecedented rate, and there has been a surge in the rate of adoption [.] The post How Kommunicate’s Chatbots Saved TelOne’s Customers From Long Waiting Lines appeared first on Kommunicate Blog.

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Chatbots Telecommunications Technology Customers 88

Customer Enthusiast

DECEMBER 1, 2023

This post is the sixth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to support leaders, managers, and supervisors in this effort. In summary, the first five steps are 1.

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How To Management Employee Engagement Leadership 57

SAP Customer Experience

DECEMBER 1, 2023

Researching a customer or prospect and figuring out where its gaps and opportunities are for SAP to support their business transformation can take a significant amount of time.

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Retail Customers Tools Resources 59

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team. This comprehensive guide covers everything from foundational principles to advanced strategies, ensuring you have the knowledge to drive customer satisfaction and business grow

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Customer Success Customer Journeys Handbook Touchpoint 52

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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

Feedbackly

DECEMBER 1, 2023

CSAT and NPS are two metrics that tell you how much your customers like you, albeit differently. They both hold important positions in the realm of CX, helping brands measure and improve their customer journeys consistently. Before we delve into the saga of CSAT vs. NPS, let us decode these metrics and understand their purpose separately. What is CSAT?

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NPS Net Promoter Score Metrics Touchpoint 52

InteractionMetrics

DECEMBER 1, 2023

Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Most likely, what you really care about is doing your survey in a way that: Reflects well on your brand Enables you to boost your score Tracks results over time The key to increasing your Net Promoter Score is understanding the core principles of customer experience (CX) and knowing when (and when not) to use NPS.

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Net Promoter Score Company NPS Touchpoint 52

Amplifai Coaching Category

DECEMBER 1, 2023

Amplifai your call center coaching ROI with our guide on the 5 Key Steps to Coaching Effectiveness. Unlock strategies that blend people, process, and technology for transformational coaching results.

Call Center 52

Call Center ROI Technology Strategy 52

Uplight

DECEMBER 1, 2023

Our Intelligent Orchestration team, formerly known as Orchestrated Energy, enables utility clients to deliver grid flexibility by shifting or reducing kilowatts during peak times. Additionally, the team provides an engaging energy customer experience to retain customers in demand management programs for long-term grid flexibility. Each season we track learnings and improvements, increasing performance, scale, and Read More The post Intelligent Orchestration Operations Drive Summer Season Momentu

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Engagement Customer Experience Management Customers 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

SurveySensum

DECEMBER 1, 2023

We live in a digital age where reaching a targeted audience comes without limits. Thanks to the Internet and digital marketing, businesses can now sell to a much bigger audience. However, that same digital world makes it possible for customers to tarnish a business’s reputation simply by sharing their experiences with others. Since leaving testimonials and sharing thoughts online is easier than ever, customer feedback can make or break a business.

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Competitive Advantage Feedback Brands Social Media 52

SAP Customer Experience

DECEMBER 1, 2023

? As a Product Manager deeply immersed in the realm of innovation, let’s explore an exciting yet imaginary scenario— the integration of SAP S/4HANA Cloud with Artificial Intelligence for advanced risk management. Although currently a vision, the potential impact on business resilience is profound. ? ??? ????????? ?????: Imagine SAP.

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Innovation Management Customer Experience Customers 57

Zonka Feedback

DECEMBER 1, 2023

Ever wondered what users truly think about your product or website? How do they navigate through your website or what features do they find most useful?

User Experience 52

User Experience Customer Engagement Engagement Survey 52

SAP Customer Experience

DECEMBER 1, 2023

Abstract This blog post explores the latest features and enhancements within SAP Commerce Cloud, starting from version 2211.0 (released November 2022) to 2211.15, offering a thorough analysis from the viewpoint of Business Users. Simultaneously, it serves as an essential study guide for professionals engaged in the SAP Commerce Cloud Stay.

Study 55

Study Analysis Engagement Customer Experience 55

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.

Trends

Brad Cleveland Blog

DECEMBER 1, 2023

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

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Contact Center Multi-Channel Call Center Customer relationships 38

Forrester's Customer Insights

DECEMBER 1, 2023

Forrester's Store Associate Enablement Vendor Landscape has published, and this blog breaks down how retailers can leverage these tools for their associates.

Retail 32

Retail Tools Customer Satisfaction Engagement 32

Brad Cleveland Blog

DECEMBER 1, 2023

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center 26

Contact Center Multi-Channel Call Center Customer relationships 26

Forrester's Customer Insights

DECEMBER 1, 2023

Forrester's Retail research team highlights data insights from retailers' online Black Friday and Cyber Monday 2023 participation.

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Retail Data Consumers B2C 34

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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

SmartKarrot

DECEMBER 1, 2023

As a seasoned professional in the realm of Customer Success , I’ve witnessed firsthand the intricate dance of client onboarding. Crafting an effective Client Onboarding Playbook is an art, but it’s not immune to pitfalls. In this piece, I’ll delve into the top seven mistakes that can plague your playbook, drawing on my experience to guide you toward a seamless onboarding process.

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CRM Communication User Experience Culture 10