Doing CX Right
SEPTEMBER 26, 2024
Learn how fostering employee accountability, not just responsibility, can transform your customer experiences and drive sustainable business success. The post Accountability vs. Responsibility: What’s Costing You Customers appeared first on Doing CX Right.
InMoment XI
SEPTEMBER 26, 2024
Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. The moment they have to dial your number, frustration is likely already simmering. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds.
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TechSee
SEPTEMBER 26, 2024
In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.
AWS Machine Learning
SEPTEMBER 26, 2024
Video generation has become the latest frontier in AI research, following the success of text-to-image models. Luma AI’s recently launched Dream Machine represents a significant advancement in this field. This text-to-video API generates high-quality, realistic videos quickly from text and images. Trained on the Amazon SageMaker HyperPod , Dream Machine excels in creating consistent characters, smooth motion, and dynamic camera movements.
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.
Beyond Philosophy
SEPTEMBER 26, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Blueshift
SEPTEMBER 26, 2024
Credit union member engagement is essential for long-term growth and member loyalty. When members are more engaged, they tend to use more services, remain loyal, and advocate for their credit union. This blog will cover key strategies credit unions can use to increase member engagement, including personalized communication, rewards programs, and improved digital experiences.
CSM Magazine
SEPTEMBER 26, 2024
A recent survey by Which? revealed that poor customer service from energy and broadband companies is costing customers millions of pounds and wasting hours of their time. Around 45% of respondents had contacted their broadband supplier and 42% had contacted their energy provider in the past year, with many facing issues related to long wait times for assistance and resolutions.
BirdEye
SEPTEMBER 26, 2024
Let’s talk about your potential patients for a moment. They’re out there, scrolling through Google, feeling nervous about finding the right doctor. So they type in a search, and your practice appears, but what catches their eye? It’s not just your credentials or your website – it’s the candid experiences shared by your previous patients in the form of Google reviews.
CSM Magazine
SEPTEMBER 26, 2024
In today’s fast-paced world, the expectations of students are rapidly evolving. With the rise of technology and digital transformation, students are more connected, informed, and engaged than ever before. But here’s the catch: they also expect seamless experiences from the institutions they expect. Sound familiar? These expectations are very much aligned with what consumers demand from businesses today.
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.
BirdEye
SEPTEMBER 26, 2024
An online presence is as important for a doctor’s practice as a stethoscope. Just as a physical front desk welcomes patients, your digital front desk–Google My Business (now Google Business Profile)—helps them find your practice, learn about your services, and even book appointments. Here’s why Google My Business (GMB) profile is a big deal for healthcare providers: Local search: A GMB profile ensures your practice appears prominently in local search results when patients search for
CSM Magazine
SEPTEMBER 26, 2024
Traditional methods like phone calls and emails still play a role in today’s business communication, but they can lack the personal touch customers often desire. Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time. These services can lead to higher customer satisfaction and loyalty, providing a more dynamic, personal experience.
BirdEye
SEPTEMBER 26, 2024
Twitter (now rebranded to X) is a powerful platform for connecting with your audience, building brand awareness, and driving engagement. Businesses prefer Twitter over other social media platforms because of its unique capabilities like: The 280-character limit for quick conversations Quickly respond to customer complaints and provide support Generate targeted leads through targeted ads Establish a strong social media reputation Having the right tools is crucial to making the most of this platfo
CSM Magazine
SEPTEMBER 26, 2024
Incheon International Airport, Seoul, has achieved a remarkable feat by being the first and only airport globally to secure the highest level of passenger experience accreditation for three consecutive years. The prestigious accreditation was awarded during the Airports Council International (ACI) Customer Experience Global Summit held in Atlanta, Georgia, where the airport operator made the announcement.
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
SurveySensum
SEPTEMBER 26, 2024
Every interaction you have with your customer or potential customer is a chance for you to improve and build a brand rooted in trust, loyalty, and customer-centricity. Every touchpoint in a customer journey is an opportunity to create an experience that isn’t just positive but also convenient and seamless. Now a question arises: how can brands position themselves as unique and valuable to the current ecosystem, especially when competitors are just a click away?
CSM Magazine
SEPTEMBER 26, 2024
Businesses have various software options when it comes to managing payroll efficiently. One critical factor that affects the decision-making process is the operating system. With the prevalence of both Mac and Windows users in today’s workplace, it’s essential to understand how payroll software performs on these platforms. This post explores the pros and cons of using payroll software for Mac versus Windows, providing insights to help businesses make an informed choice.
Strativity
SEPTEMBER 26, 2024
Download our eBook to learn the six behavioral science principles that are essential for building relevant products and meaningful experiences for consumers.
CSM Magazine
SEPTEMBER 26, 2024
In today’s competitive marketplace, customer satisfaction is the key to success for any business. Returns, a common yet often challenging aspect of retail, can greatly impact a customer’s overall experience. When handled adeptly, returns offer a valuable opportunity to reinforce customer trust and enhance brand reputation. Our guide explores effective strategies for managing returns, turning potential dissatisfaction into moments of delight, and ultimately maximizing customer satisfa
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
Advantage Communications
SEPTEMBER 26, 2024
upskilling and reskilling in the BPO industry, skill development, technological advancements and customer expectations, workforce and employee training
CSM Magazine
SEPTEMBER 26, 2024
Customer support has become a critical component in the highly competitive sports betting industry. As the market grows, platforms are increasingly looking for ways to differentiate themselves, and top brands are using exceptional customer service as a key strategy to build loyalty. According to Smart Betting Guide , one of the most recognizable authorities when it comes to reviews of sportsbooks, the quality of the customer support could be very indicative of the overall future success of any b
Forrester's Customer Insights
SEPTEMBER 26, 2024
As we prepare to launch our 2025 predictions, we look back on some of the ones we made a year ago. Find out how we did, and get a first peek at what our forthcoming predictions will cover.
Very Best Service
SEPTEMBER 26, 2024
The Future of Customer Service: AI, Automation, and Human Connection Introduction The landscape of customer service is undergoing a rapid transformation, driven by advancements in artificial intelligence (AI) and automation. While these technologies offer significant benefits, there's a growing concern about the potential erosion of human connection in customer interactions.
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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.
Forrester's Customer Insights
SEPTEMBER 26, 2024
Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.
AWS Machine Learning
SEPTEMBER 26, 2024
Amazon SageMaker Studio provides a single web-based visual interface where different personas like data scientists, machine learning (ML) engineers, and developers can build, train, debug, deploy, and monitor their ML models. These personas rely on access to data in Amazon Simple Storage Service (Amazon S3) for tasks such as extracting data for model training, logging model training metrics, and storing model artifacts after training.
Forrester's Customer Insights
SEPTEMBER 26, 2024
A l'approche du lancement de nos prévisions pour 2025, nous revenons sur certaines d'entre elles formulées l'an dernier. Découvrez comment nous nous en sommes sortis et obtenez une première impression des thèmes que traiteront nos prochaines prévisions.
2020 Research
SEPTEMBER 26, 2024
Key Takeaways After watching the Harris-Trump debate, none of the voters changed their minds about which candidate to support. Voters have a lot of questions about the economic plans that have been presented by Trump and Harris. Overall, the state of the country’s economy continues to be the top concern for these voters. In this Article Context for Georgia Swing Voter Group Views Before and After the First Presidential Debate Which Candidate Won the Debate How Georgia Swing Voters Feel
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
Forrester's Customer Insights
SEPTEMBER 26, 2024
Während wir uns auf die Veröffentlichung unserer Prognosen für 2025 vorbereiten, blicken wir auf einige unserer Prognosen zurück, die wir vor einem Jahr gemacht haben. Finden Sie heraus, wie es uns ergangen ist, und werfen Sie einen ersten Blick darauf, was unsere kommenden Prognosen abdecken werden.
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