ECXO
NOVEMBER 19, 2024
May the CX Force be with you! The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.
Blake Morgan
NOVEMBER 19, 2024
Creating loyal customers isn’t just about great products—it’s about delivering experiences so remarkable that customers can’t help but come back for more. Brittany Hodak, a CX keynote speaker and author of Creating Superfans , breaks down exactly how businesses can transform everyday customers into passionate advocates.
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CSM Magazine
NOVEMBER 17, 2024
A fresh wave of enterprise-grade tools are helping businesses keep customers happy. Scott Yelton, senior director of product development for Windstream Enterprise, takes a closer look. Not long ago, analysts at PwC provided their simple formula for businesses to grow revenue and build loyalty with customers: “ Experience is everything. Get it right. ” While they may understand that formula, plenty of companies across a broad range of industries don’t appear to be following it.
eglobalis
NOVEMBER 19, 2024
The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Experience Investigators by 360Connext
NOVEMBER 19, 2024
If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
DCX
NOVEMBER 19, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. Thank you! A huge shoutout to my Premium subscribers, who generously support the DCX Newsletter. I’m humbled that many are expensing it through their companies as a valuable educational resource. If you want to do the same, this email template gives your manager all the info you’ll need.
InMoment XI
NOVEMBER 21, 2024
Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty.
InMoment XI
NOVEMBER 18, 2024
Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis.
NobelBiz
NOVEMBER 19, 2024
The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. The secret weapon? Automation. By implementing automation, contact centers can simplify complex workflows, streamline tasks for both agents and customers, and create a more efficient and enjoyable experience for everyone.
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.
ECXO
NOVEMBER 17, 2024
Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users.
BlueOcean
NOVEMBER 19, 2024
By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.
InMoment XI
NOVEMBER 22, 2024
Customer experience (CX) is crucial to SaaS business success. Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. Collecting user feedback for SaaS companies is a powerful step in this direction.
AWS Machine Learning
NOVEMBER 21, 2024
Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI. The recent announcement of batch inference in Amazon Bedrock enables organizations to process large volumes of data efficiently at 50% less cost comp
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
ShepHyken
NOVEMBER 18, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.
Upstream Works
NOVEMBER 20, 2024
Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.
InMoment XI
NOVEMBER 19, 2024
Think about the last time you asked ChatGPT a fairly simple question but got an unexpected response. Perhaps it provided a factually incorrect statement or just misunderstood your prompt. The result is described as a “hallucination”, a growing concern for businesses using AI systems. What is an AI hallucination? An AI hallucination occurs when an AI system produces false or misleading results as facts.
AWS Machine Learning
NOVEMBER 21, 2024
As generative AI models advance in creating multimedia content, the difference between good and great output often lies in the details that only human feedback can capture. Audio and video segmentation provides a structured way to gather this detailed feedback, allowing models to learn through reinforcement learning from human feedback (RLHF) and supervised fine-tuning (SFT).
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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.
Thematic
NOVEMBER 18, 2024
AI sentiment analysis helps you decode the human emotion in text. It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.
Win the Customer
NOVEMBER 20, 2024
In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.
ShepHyken
NOVEMBER 21, 2024
Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. How much can bad customer service cost your business? It could cost you your business. Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.
AWS Machine Learning
NOVEMBER 19, 2024
In this post, we demonstrate how to create an automated email response solution using Amazon Bedrock and its features, including Amazon Bedrock Agents , Amazon Bedrock Knowledge Bases , and Amazon Bedrock Guardrails. Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon Web Services available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case.
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
Totango
NOVEMBER 21, 2024
In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape.
Interactions
NOVEMBER 22, 2024
The Conversational AI (CAI) landscape is transforming at lightning speed, driven by advancements in Generative AI (GenAI) and large language models (LLMs). As enterprises seek new ways to automate processes, enhance customer interactions, and optimize employee productivity, conversational AI solutions have become essential to achieving these goals. However, in a crowded and competitive market, finding the right CAI partner that aligns with your organization’s objectives can be challenging.
DCX
NOVEMBER 17, 2024
Exclusive Newsletter for Premium Subscribers Weekly inspiration, education, and coaching for customer-obsessed leaders. FREE FOR NOVEMBER: Try Before You Subscribe: This Month’s DCX Links Are on the House! Premium Subscribers usually get exclusive access to DCX Links, but this month, it’s open to all. Explore the insights that keep CX leaders informed and inspired.
AWS Machine Learning
NOVEMBER 20, 2024
Retrieval Augmented Generation (RAG) has become a crucial technique for improving the accuracy and relevance of AI-generated responses. The effectiveness of RAG heavily depends on the quality of context provided to the large language model (LLM), which is typically retrieved from vector stores based on user queries. The relevance of this context directly impacts the model’s ability to generate accurate and contextually appropriate responses.
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
NOVEMBER 20, 2024
As a customer service manager, you know just how crucial it is to take good care of your team. Employee wellbeing equates to happier and more productive representatives who provide better customer service, and it also means you can keep working with top talent for longer. That’s why it’s important to ensure they work in comfortable environments and stay in good physical health.
BirdEye
NOVEMBER 18, 2024
Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week. This guide breaks down the essential AI tools you need and shows you exactly how to use them.
InteractionMetrics
NOVEMBER 21, 2024
Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track.
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