SurveySensum
OCTOBER 7, 2024
Mastering the 7 steps in conducting a survey research is key to gathering reliable insights. Whether you’re launching a product, analyzing customer satisfaction, or exploring market trends, surveys offer a direct way to understand your audience. Here are the steps to follow: Define Your Objective Identify Your Target Audience What to Ask and How? When and Where to Share the Survey?
InMoment XI
OCTOBER 7, 2024
InMoment’s Q3 product release focuses on making integrated CX more actionable, faster, and easier. With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. To dive deeper into these advancements, speak with an expert or contact a dedicated account manager.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
BlueOcean
OCTOBER 7, 2024
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
ECXO
OCTOBER 7, 2024
The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.
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.
TechSee
OCTOBER 7, 2024
In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
West Monroe
OCTOBER 7, 2024
Subscribe Spotify Apple Podcasts YouTube Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Facebook printer copy Print this page Listen to "Viewing AI as Talent, Not Technology" on Spreaker. About the episode In this episode of This is Digital, West Monroe’s Steven Kirz and Brigitte Coles discuss West Monroe’s view on AI as a talent, not just technology.
MiaRec
OCTOBER 7, 2024
If you have ever done manual QA, you know that finding a call to review can take up to 30 minutes (and sometimes longer). Tools like call randomizers can help somewhat, but you still don't know if you are reviewing the right calls. As you want to automate your QA processes with automated call scoring, you might wonder: "Can I choose Auto QA-scored calls to be reviewed by human evaluators?
CSM Magazine
OCTOBER 7, 2024
Customer expectations are constantly evolving. People want quick, easy, and personalized solutions to their problems, whether they call for help, message through an app, or send an email. Providing top-notch customer support isn’t as simple as having a phone line and a few agents anymore. With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively.
Optimove
OCTOBER 7, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: Marketers are battling for loyalty in a world overflowing with promotions, where customers face constant irrelevant offers. The challenge isn’t just simplifying bonus calculations but unlocking new promotional capabilities. This post discusses how OptiPromo enhances promotional systems by automating personalized, behavior-driven rewards powered by data – and how it empowers marketers to deliver promotions that boost engage
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
CSM Magazine
OCTOBER 7, 2024
Theobald Sabi, Managing Director, The National Bank of Commerce (NBC) The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on service enhancements to better cater to customer needs. Managing Director Theobald Sabi emphasized the bank’s commitment to customer satisfaction with the theme “Above and Beyond,” underlining the importance of customer feedback in shaping service improvements.
AWS Machine Learning
OCTOBER 7, 2024
Despite the proliferation of information and data in business environments, employees and stakeholders often find themselves searching for information and struggling to get their questions answered quickly and efficiently. This can lead to productivity losses, frustration, and delays in decision-making. A generative AI Slack chat assistant can help address these challenges by providing a readily available, intelligent interface for users to interact with and obtain the information they need.
CSM Magazine
OCTOBER 7, 2024
Airtel Africa has reiterated its commitment to exceptional customer service during Customer Service Week. Airtel Africa CEO, Sunil Taldar is crystal clear about one thing: making customers happy is his top priority, reports Malawi 24. “At Airtel, our customers are at the heart of everything we do; they are the reason we exist. Our commitment to delivering excellence in customer experience is unwavering, and we continue to invest in innovative solutions and dedicated teams to meet and excee
Optimove
OCTOBER 7, 2024
Promotions Level up your promotional strategy by delivering personalized rewards tailored to each customer’s journey with your brand. OptiPromo automates the calculation of dynamic rewards powered by CRM data from Optimove , providing promotions that boost engagement while optimizing promotional spend. Dynamic, CRM-Powered Promotions Boost player retention with a CRM-powered promotion engine.
Advertisement
This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
CSM Magazine
OCTOBER 7, 2024
The global Contact Center as a Service (CCaaS) market is projected to grow from $4.3 billion in 2021 to $19.8 billion by 2031, with a CAGR of 16.8%. Factors driving this growth include the increasing demand for enhanced customer experiences and cost reduction through CCaaS adoption. In addition, the COVID-19 pandemic accelerated the adoption of technologies like cloud computing, CRM solutions, and AI, with businesses embracing digitalization.
Forrester's Customer Insights
OCTOBER 7, 2024
One of the oldest security technologies – the venerable enterprise firewall – continues to thrive, as highlighted in recently-published: The Forrester Wave: Enterprise Firewall Solutions, Q4, 2024. Contrary to expectations that this space might have little left to offer, enterprise firewall vendors have done well to keep this technology relevant for modern cybersecurity needs.
CSM Magazine
OCTOBER 7, 2024
Japanese companies are turning to artificial intelligence (AI) to address labor shortages in customer service. Firms like Ridgelinez Ltd and Autobacs Seven Co are using AI assistants like ‘Rachel’ to recommend products based on customer needs and available stock. AI technology provided by Couger Inc is helping car salespeople by suggesting products, allowing humans to focus on more advanced tasks while still being essential for tasks like part replacement.
Forrester's Customer Insights
OCTOBER 7, 2024
Last week, the Forrester B2B APAC Summit 2024 in Singapore saw a remarkable gathering of CMOs and key marketing leaders from across the Asia Pacific region. Every year, the summit has consistently provided a valuable platform for CMOs across the region to connect with analysts and their industry peers and discuss emerging trends in marketing.
Speaker: Igli Laci, Strategic Finance Leader
In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a
CSM Magazine
OCTOBER 7, 2024
The global customer engagement solutions market is expected to grow significantly, driven by a focus on enhancing the customer experience. In 2021, the market size was $18.5 billion, and it is projected to reach $48.4 billion by 2031, with a CAGR of 10.2% from 2022 to 2031. Customer engagement solutions encompass tools and strategies to improve interactions between businesses and customers across various channels.
Forrester's Customer Insights
OCTOBER 7, 2024
As a leader of your technology organization, you most likely face the perennial measurement issue: misalignment. This misalignment plays out in a number of ways, varying in altitude and severity. However, one of the most critical areas is metrics. Tech leaders often grapple with finding a measurement approach that drives alignment. Why does this matter?
CSM Magazine
OCTOBER 7, 2024
Navigating the realm of job applications can be both exhilarating and daunting. As the gateway to new career opportunities, mastering the art of applying effectively is essential. In today’s competitive job market, understanding the crucial facts about the application process can provide a significant edge. Whether you’re a recent graduate stepping into the professional world for the first time or an experienced worker looking to make a career change, the insights and strategies outl
Forrester's Customer Insights
OCTOBER 7, 2024
Talk about change!!! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT 3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways this technology can make self-service applications smarter.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
CSM Magazine
OCTOBER 7, 2024
Technology is fast changing how businesses connect with customers in 2024. It’s more than chatbots or AI assistants; it’s about real, practical benefits that boost customer satisfaction. Cloud-powered personalization tailors experiences, while blockchain ensures transaction security. Curious about VR shopping making online retail engaging?
Forrester's Customer Insights
OCTOBER 7, 2024
As an analyst closely observing the martech landscape, I’ve seen CDPs become indispensable for marketers in APAC. My latest report, “The State Of Customer Data Platforms In Asia Pacific, 2024,” found: The popularity of CDP continues to grow in APAC.
BirdEye
OCTOBER 7, 2024
Being visible online is just as crucial as having a storefront on a busy high street. While many entrepreneurs focus solely on their websites and social media presence, they often overlook a powerful tool: an online UK business directory. These UK online business listing sites serve as your digital storefront, guiding potential customers to your business with the same value as foot traffic in a physical store.
Thematic
OCTOBER 7, 2024
Imagine knowing exactly what your customers think, feel, and desire, and using that knowledge to stay ahead of your competition. Many businesses overlook their most valuable resource: customer feedback. Understanding the true voice of your customers can be the difference between standing out or getting lost in the crowd. Research by the Aberdeen Group found that companies with a high-quality VoC strategy saw almost 10 times annual revenue growth due to higher customer retention.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Clarivate
OCTOBER 7, 2024
Back in December 2022, President Biden signed a new law stating that novel medicines no longer needed to be tested on animals to receive U.S. Food and Administration (FDA) approval, a change long sought by animal welfare organizations. Drugs can be now cleared for human trials using non-animal technologies developed over the last 10-15 years. However, since these technologies are still relatively new, this change won’t revolutionize the drug approval process overnight.
Expert insights. Personalized for you.
52 
Let's personalize your content