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 Centricity Customer Journeys 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 96

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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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 94

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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.

Customer Experience

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

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

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

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

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.

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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 Management Customer Experience Customers 52

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

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The 5 Essentials of a CX-First Platform 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?

Customer Experience

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?

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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.

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Study Analysis Engagement Customer Experience 55

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 Customer relationships Call Center 46

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.

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Retail Tools Customer Satisfaction Engagement 30

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

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 Customer relationships Call Center 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 32

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

AWS Machine Learning

DECEMBER 1, 2023

The ability to quickly build and deploy machine learning (ML) models is becoming increasingly important in today’s data-driven world. However, building ML models requires significant time, effort, and specialized expertise. From data collection and cleaning to feature engineering, model building, tuning, and deployment, ML projects often take months for developers to complete.

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Effort Score Data Tools Return on Investment 84

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience