Win the Customer
DECEMBER 23, 2024
The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. 1.
AWS Machine Learning
DECEMBER 23, 2024
When building voice-enabled chatbots with Amazon Lex , one of the biggest challenges is accurately capturing user speech input for slot values. For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. This is where transcription confidence scores come in to help ensure reliable slot filling.
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ShepHyken
DECEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world?
CSM Magazine
DECEMBER 23, 2024
Customer support can make or break the gaming experience, especially for new players navigating online casinos for the first time. Whether a player seeks clarification on bonuses, needs help claiming free spins, or has questions about RTP (Return to Player) percentages, effective customer support ensures they feel valued and understood. Below, well explore best practices in casino customer support to win over new players while emphasizing trust, transparency, and efficiency.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
MiaRec
DECEMBER 23, 2024
If there is one thing I would have liked to have had in my role as a sales contact manager a few years ago, it would have been the ability to provide my agents with some personalized feedback after every call. Okay, that and Auto QA because manually evaluating agents was a never-ending drag. but I digress. I wanted my agents to succeed so badly that it kept me up at night, but no matter how hard I tried, there was only one of me to go around, so I spent most of my time focusing on my bottom perf
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Optimove
DECEMBER 23, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: The holiday season calls for generosity, but in gaming, the challenge is doing it wisely. While players expect bonuses during the festive season, operators must be mindful of their profit-and-loss (P&L) statement to avoid overspending. Striking the right balance between giving away holiday bonuses and retaining players can be challenging but with data-driven bonusing strategies, operators
eglobalis
DECEMBER 23, 2024
To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. May these celebrations fill your hearts with light, your homes with laughter, and your paths with hope for a brighter future. Christmas celebrates the birth of Jesus Christ, symbolizing love, compassion, and renewal. It is a time to share kindness, express gratitude, and cherish moments with loved ones.
Opinionator
DECEMBER 23, 2024
Crafting Effective Restroom Survey Templates: Key Questions and Best Practices Introduction: How clean is your buildings restroom really? What are people saying about it, and are your maintenance routines matching what users expect? If public restrooms are part of your facility, you’ve probably heard more complaints about them than compliments.
Forrester's Customer Insights
DECEMBER 23, 2024
OpenAI's new o3 and o3-mini models are generating excitement with claims of advanced reasoning capabilities, fueling the AGI debate. With impressive benchmarks in visual reasoning, mathematics, and coding, these models showcase progress, but still have limitations like struggles with contextual understanding and ambiguity. While AGI remains distant, the continuous evolution of these models highlights both opportunities and challenges for organizations working with AI technologies.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Blake Morgan
DECEMBER 23, 2024
Turning uncertainty into opportunity is a skill that can redefine personal and professional success. Meridith Elliott Powell, an award-winning sales keynote speaker, master business strategist, and visionary in navigating change, is renowned for helping individuals and organizations thrive in unpredictable times.
Forrester's Customer Insights
DECEMBER 23, 2024
After more than a year of investigations, the Italian privacy regulator il Garante per la protezione dei dati personali issued a 15 million fine against OpenAI for violating privacy rules.
Optimove
DECEMBER 23, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: The holiday season calls for generosity, but in gaming, the challenge is doing it wisely. While players expect bonuses during the festive season, operators must be mindful of their profit-and-loss (P&L) statement to avoid overspending. Striking the right balance between giving away holiday bonuses and retaining players can be challenging but with data-driven bonusing strategies, operators
CSM Magazine
DECEMBER 23, 2024
Team happy hours, shared lunches, and coffee talks all have one thing in common: they take place together. However, for remote customer support teams, the lack of such tried-and-true workplace bonding mainstays may create a gap that is difficult to fill without becoming a bit more creative. Keeping your remote workforce engaged requires understanding how to make them feel supported.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Forrester's Customer Insights
DECEMBER 23, 2024
With all the relentless buzz about AI, its easy to start with the tool and then go searching for a way to use it. The problem with that is youre letting the technology, not your customers and your goals, drive your strategy. Set your company up for success with AI by following these steps.
CSM Magazine
DECEMBER 23, 2024
In todays rapidly evolving technological landscape, facilities management is being transformed by innovative solutions that promise increased efficiency, cost savings, and sustainability. At the heart of this transformation are smart building platformsdigital ecosystems that integrate data, analytics, and automation to optimize building operations and maintenance.
Forrester's Customer Insights
DECEMBER 23, 2024
As has now become a Forrester Security & Risk Summit tradition, a room full of amazing women and a few brave fellas gathered last week as part of Forrester Womens Leadership Program to celebrate the successes, and solve for the many challenges women face in this field. The theme? To Propel You Career In Security & Risk, Choose Your Advisers And Nuggets Of Advice Wisely.
CSM Magazine
DECEMBER 23, 2024
Software now permeates almost every aspect of modern life – from driving a car to going on a hike. Our reliance on online banking and transport systems applications is immense, and this dependence mandates high quality and reliability. Software testing has become relevant to every industry. It helps ensure applications function as intended, before being released to the public.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
AWS Machine Learning
DECEMBER 23, 2024
Customers need better accuracy to take generative AI applications into production. In a world where decisions are increasingly data-driven, the integrity and reliability of information are paramount. To address this, customers often begin by enhancing generative AI accuracy through vector-based retrieval systems and the Retrieval Augmented Generation (RAG) architectural pattern, which integrates dense embeddings to ground AI outputs in relevant context.
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