TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

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AWS Machine Learning

FEBRUARY 19, 2024

Amazon Bedrock provides a broad range of high-performing foundation models from Amazon and other leading AI companies, including Anthropic , AI21 , Meta , Cohere , and Stability AI , and covers a wide range of use cases, including text and image generation, searching, chat, reasoning and acting agents, and more. The new Amazon Titan Image Generator model allows content creators to quickly generate high-quality, realistic images using simple English text prompts.

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TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

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Virtual Agent Chatbots Training Interaction 109

AWS Machine Learning

FEBRUARY 19, 2024

Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Their popularity stems from the ability to respond to customer inquiries in real time and handle multiple queries simultaneously in different languages. Chatbots also offer valuable data-driven insights into customer behavior while scaling effortlessly as the user base grows; therefore, they present a cost-effective solution for engaging customers.

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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.

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Doing CX Right

FEBRUARY 19, 2024

Learn how to leverage emotional intelligence's pivotal role in achieving optimal performance and boosting customer satisfaction with Stacy Sherman and featured guest Daniel Goleman. The post How to Build a Company Culture that Empowers Workers for Optimal Performance appeared first on Doing CX Right.

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Culture Company How To Customer Satisfaction 104

BirdEye

FEBRUARY 19, 2024

Fake online reviews are like uninvited guests at a party – unwelcome, disruptive, and ruining the fun for everyone. Thankfully, Google, the overseer of the vast online review gathering, is stepping up with some smart AI technology to keep these intruders at bay. The days of skewing a business’s online image with unwarranted accolades or harsh critiques have come to an end.

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Thematic

FEBRUARY 19, 2024

Imagine you’ve launched a new online delivery service. Initial orders are high. Yet, repeat use is low. Then, feedback from a user sheds light on the issue: setting up an order is too complicated for quick, everyday use. Businesses lose approximately $1.6 trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality.

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Customer Experience Net Promoter Score Effort Score NPS 62

Seaton CX

FEBRUARY 19, 2024

A well-crafted customer journey map rallies your colleagues around the customer’s needs, engages the executive leadership team, and primes your organization to change. It shows you where to invest your limited resources to create the greatest impact on customer experiences and business objectives. But if you’ve never created a customer journey map before, it’s hard to know what to include.

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Customer Journeys Customers Customer Experience Customer Centricity 59

Thematic

FEBRUARY 19, 2024

Imagine you’ve launched a new online delivery service. Initial orders are high. Yet, repeat use is low. Then, feedback from a user sheds light on the issue: setting up an order is too complicated for quick, everyday use. Businesses lose approximately $1.6 trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality.

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Customer Experience Net Promoter Score Effort Score NPS 62

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.

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Uplight

FEBRUARY 19, 2024

Many of us in the utility industry keep a close watch on the annual J.D. Power Satisfaction Study to get a pulse check on how energy customers are feeling about their engagement from their providers. Unfortunately, the results from the J.D. Power 2023 Electric Utility Business Customer Satisfaction Study aren’t painting as rosy a picture Read More The post The Results are in (JDP) – Businesses Want More from their Electric Utility appeared first on Uplight.

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Study Customer Satisfaction Industry Engagement 59

Kapta Customer Success

FEBRUARY 19, 2024

Are you ready for the “Era of Results-Led Growth”? This is a term coined by Greg Daines , CEO of ChurnRx in a recent LinkedIn post. It refers to a shift in business strategy from product-led growth where the best and cheapest product led the market.

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Zonka Feedback

FEBRUARY 19, 2024

With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.

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Customer Satisfaction Analysis Customer Centricity Feedback 59

Amplifai Coaching Category

FEBRUARY 19, 2024

In this exclusive interview, Adrian, VP of Sales at AmplifAI, shares his journey, highlighting the pivotal moments and challenges that have shaped his leadership style. Discover how his commitment to continuous learning and empathy serve as powerful tools for driving change in the customer experience (CX) industry.

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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.

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West Monroe

FEBRUARY 19, 2024

The energy transition is driving a fundamental reset of the traditional utility business model. There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one. Utilities have responded by starting to embrace digital as a permanent and valuable transformation.

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Kustomer

FEBRUARY 19, 2024

Freshdesk Overview Freshdesk , a flagship product of Freshworks Inc., is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites.

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CSM Magazine

FEBRUARY 19, 2024

With competition fiercer than ever before, the ability to fully understand and cater to customer needs isn’t just ideal, it’s imperative. Enter the concept of a 360 Degree Customer View — a strategy that enables businesses to compile a comprehensive profile of their customers by gathering data from various touchpoints. Understanding the holistic journey of your customer has never been more critical.

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SurveySensum

FEBRUARY 19, 2024

With each passing year, every sector of business becomes increasingly concentrated, leading to heightened competition across almost all industries. “According to Crayon: A study shows that 90% of businesses report that their field of business has gotten more competitive than before.” The above stat shows that elevating the growth of your business is no less than a mystery.

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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

CSM Magazine

FEBRUARY 19, 2024

The landscape of global business has been irrevocably altered by the emergence of call center outsourcing, a phenomenon that has reshaped the way companies interact with their customers. Initially driven by the pursuit of cost reductions, this trend has evolved far beyond mere financial considerations. Businesses now recognize the value of accessing a global talent pool, tapping into specialized skills, and providing around-the-clock service to a global customer base.

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West Monroe

FEBRUARY 19, 2024

The energy transition is driving a fundamental reset of the traditional utility business model. There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one. Utilities have responded by starting to embrace digital as a permanent and valuable transformation.

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Self Service Innovation Financial Roadmap 40

CSM Magazine

FEBRUARY 19, 2024

The popularity of sports betting has risen dramatically over the last five years in the USA. Ever since the Professional and Amateur Sports Protection Act of 1992 was judicially overturned in 2018, every US state were handed the right to develop their own laws on sports betting and gambling. In that time, thirty-eight states and Washington, D.C. have legal sports betting operations.

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Sports Customer Service Customer Experience Poor Customer Service 52

AWS Machine Learning

FEBRUARY 19, 2024

Amazon SageMaker multi-model endpoints (MMEs) are a fully managed capability of SageMaker inference that allows you to deploy thousands of models on a single endpoint. Previously, MMEs pre-determinedly allocated CPU computing power to models statically regardless the model traffic load, using Multi Model Server (MMS) as its model server. In this post, we discuss a solution in which an MME can dynamically adjust the compute power assigned to each model based on the model’s traffic pattern.

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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.

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