Experience Investigators by 360Connext

OCTOBER 2, 2024

No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). Your core business offering is your foundation. An important one, too, because even the best marketing and sales teams can’t save a sub-par product. By investing in CX, however, you can quickly accelerate your success and unlock proven advantages for staying ahead of the competition: Customers who receive value-enhanced services are mor

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Consulting Customer Experience Customer Journeys Leadership 143

TechSee

OCTOBER 2, 2024

At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?

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Chatbots How To Video Interaction 124

Blueshift

OCTOBER 2, 2024

By harnessing the power of interaction data, companies can create more tailored, meaningful experiences that resonate with their audience. This blog will explore how adapting LLMs using customer behavior insights can elevate engagement, boost satisfaction, and drive growth.

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Interaction Engagement Data Customer Engagement 111

West Monroe

OCTOBER 2, 2024

Electricity demand is surging across the U.S., driven by manufacturing growth and the proliferation of both data centers and cryptocurrency mining. At the same time, there’s growing pressure to reduce greenhouse gas (GHG) emissions by transitioning buildings, manufacturing, and transportation systems to electricity. But renewables alone won’t meet this demand.

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Competitive Advantage Transportation Resources System 111

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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

AWS Machine Learning

OCTOBER 2, 2024

Large enterprises are building strategies to harness the power of generative AI across their organizations. However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level.

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Government Policies Metrics Resources 120

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant. For example, an AI assistant for employee onboarding could use what it knows about an employee’s work location, department, or job title to provide information that is more relevant to the employee.

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Training System User Experience Examples 117

Clarivate

OCTOBER 2, 2024

Funders, governments and institutions across the globe are increasingly expected to demonstrate the societal impact of research. They need to answer questions such as: has investment in research and experimental development (R&D) yielded tangible benefits to individuals, communities, organizations and economies across diverse areas such as health, climate change and technological advancement?

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Government Policies Case Study Comparison 75

AWS Machine Learning

OCTOBER 2, 2024

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Adrian Boeh, Senior Data Scientist – NAM AI, from Schneider Electric. Schneider Electric is a global leader in the digital transformation of energy management and automation. The company specializes in providing integrated solutions that make energy safe, reliable, efficient, and sustainable.

Effort Score 98

Effort Score Innovation System Competitive Advantage 98

Optimove

OCTOBER 2, 2024

See the difference control groups make in this guide Download Now Why it matters: By attending Optimove’s CRM Lightning Talks at G2E Las Vegas 2024, marketers will walk away with deeper knowledge of event-based strategies, personalization, predictive analytics, and gamification—all crucial for optimizing player engagement, retention, and loyalty. Key takeaways: Join us at G2E for four CRM Lightning Talks at Booth #2630.

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Gamification Meeting Engagement Sports 64

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

AWS Machine Learning

OCTOBER 2, 2024

Building intelligent agents that can accurately understand and respond to user queries is a complex undertaking that requires careful planning and execution across multiple stages. Whether you are developing a customer service chatbot or a virtual assistant, there are numerous considerations to keep in mind, from defining the agent’s scope and capabilities to architecting a robust and scalable infrastructure.

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Knowledge Base Policies Metrics Groups 98

The DiJulius Group

OCTOBER 2, 2024

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

Leadership 59

Leadership Groups Communication Strategy 59

Clarivate

OCTOBER 2, 2024

Welcome to the latest installment of Top 100 Global Innovators from Clarivate report series, where we take an in-depth look at the top players and global trends driving innovation across several key industries. In this edition, we focus on the automotive segment — a cornerstone of modern industry currently navigating a storm of innovation convergence driven by the rise of electric vehicles (EVs), autonomous driving technologies and connected vehicle systems powered by the Internet of Things (IoT

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Automotive Innovation Trends Competitive Advantage 59

The DiJulius Group

OCTOBER 2, 2024

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

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Leadership Groups Communication Strategy 59

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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

Gainsight

OCTOBER 2, 2024

Hey there, expansion enthusiasts! If you’re on the front lines of securing revenue, then you know that spotting opportunities for growth is like finding hidden treasures. At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Our biggest takeaway?

Multi-Channel 52

Multi-Channel Roadmap Customer relationships Report 52

West Monroe

OCTOBER 2, 2024

West Monroe recently wrapped up our first-ever AI Week! Throughout the week, employees leveled up their AI skills through expert-led sessions on pressing AI topics and hands-on tutorials. We also held an internal AI competition, where our employees submitted nearly 40 real-life use cases of how they’re using AI. Below are the winners for both client and internal use along with a recap of how they created their tools leveraging Nigel and Glean, our AI-powered platforms, to deliver even grea

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Guidelines Healthcare Consulting Analytics 52

The DiJulius Group

OCTOBER 2, 2024

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

Leadership 52

Leadership Groups Communication Strategy 52

VDS

OCTOBER 2, 2024

In September 2024, Genesys introduced 43 new features and functionality enhancements to its cloud platform. Here are the key updates: Important Announcement – 2024 Genesys CIDR expansion and firewall requirements During the week of October 28, 2024 , Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services.

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Analysis User Experience Analytics Interaction 52

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

Adrian Swinscoe

OCTOBER 2, 2024

I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them first appeared on Adrian Swinscoe.

How To 52

How To 52

Gainsight

OCTOBER 2, 2024

Hey there, expansion enthusiasts! If you’re on the front lines of securing revenue, then you know that spotting opportunities for growth is like finding hidden treasures. At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Our biggest takeaway?

Multi-Channel 52

Multi-Channel Roadmap Customer relationships Report 52

Adrian Swinscoe

OCTOBER 2, 2024

Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […] The post The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane first appeared on Adrian Swinscoe.

Brands 52

Brands Marketing Consulting 52

Northridge Group

OCTOBER 2, 2024

Throughout history, humans have relied on physical characteristics for identification, beginning with fingerprinting as far back as 500 BC. Today, facial recognition, iris scanning, and voice patters are part of biometric identification. But, like so many other things in modern-day society, Artificial Intelligence is changing the world of biometrics and our security within it.

Contact Center 52

Contact Center Groups Report Employee Experience 52

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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

Adrian Swinscoe

OCTOBER 2, 2024

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.

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Advantage Communications

OCTOBER 2, 2024

For many businesses, especially in industries like retail, e-commerce , and customer service , seasonal peaks are critical to their yearly success. Whether it's the holiday shopping rush, back-to-school, or special promotional periods like Black Fridays, handling the surge in demand effectively can make or break a company’s profitability. Planning ahead for the holiday rush is essential to avoid any delays and maintain customer satisfaction.

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Retail Tips Customer Satisfaction Study 52

Adrian Swinscoe

OCTOBER 2, 2024

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

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Technology Marketing 52

CSM Magazine

OCTOBER 2, 2024

The new Labour government in the UK has introduced an Employee Rights Bill aimed at strengthening worker protections and enhancing employee welfare across various industries. Jim Fleming of Sabio Group, investigates. The bill proposes significant reforms in areas such as job security, flexible working, pay transparency, and union rights. These changes will inevitably have a profound impact on workforce planning , particularly in contact centres, where labour management is a critical component of

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e-support Guidelines Groups Government 52

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Adrian Swinscoe

OCTOBER 2, 2024

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

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Customer Service Customers How To 52

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them. With an ever-growing lineup of tech tools—each with its own acronym—it’s easy to get lost in the sea of customer management solutions.

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Adrian Swinscoe

OCTOBER 2, 2024

Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […] The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.

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