ECXO
JULY 1, 2024
Sky-rocketing customer experiences using the power of psychology Check out this amazing insight! It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. In today’s customer-focused business world, these insights are more important than ever.
eglobalis
JULY 2, 2024
The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.
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Doing CX Right
JULY 1, 2024
Examine the CX impact of the controversial Toys 'R' Us AI ad. Discover five critical actions to effectively leverage AI, push boundaries, and captivate your customers. The post AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy appeared first on Doing CX Right.
InMoment XI
JULY 1, 2024
Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Help Scout
JULY 1, 2024
Customer service automation is a great way to scale customer support. When paired with human-driven support, automation makes teams more efficient and gives customers a better experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Think Customers
JULY 3, 2024
By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). Read the original here. As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.
BlueOcean
JULY 2, 2024
Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.
ShepHyken
JULY 2, 2024
More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.
Retently
JULY 3, 2024
Have you ever asked a question only to get a “yes” or “no” in response and wished you could uncover a little more? That’s where open-ended questions come into play, especially in the business world where every bit of feedback counts. In this article, we’ll dive into some top open-ended question examples and explore why they’re so effective. Whether you’re looking to enhance your interviews, gather detailed survey responses, or improve customer feedback , you’ll find plenty of useful tips and in
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Comm100
JULY 3, 2024
Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.
IntouchInsight
JULY 2, 2024
Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help High's achieve consistent customer experience goals year after year?
AWS Machine Learning
JULY 2, 2024
With the rise of generative artificial intelligence (AI), an increasing number of organizations use digital assistants to have their end-users ask domain-specific questions, using Retrieval Augmented Generation (RAG) over their enterprise data sources. As organizations transition from proofs of concept to production workloads, they establish objectives to run and scale their workloads with minimal operational overhead, while optimizing on costs.
MiaRec
JULY 3, 2024
CX Today’s Charlie Mitchell sits down with MiaRec CEO, Gennadiy Bezko, as he proudly showcases our latest innovations: AI Prompt Designer, LLM-based sentiment analysis, and robust multi-language support. These groundbreaking advancements are just the beginning of MiaRec's commitment to revolutionizing contact center AI. Join us as we dive into what’s resonating with customers, unveil our ambitious roadmap, and explore the cutting-edge trends shaping the future of customer experience.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Brandwatch CX
JULY 4, 2024
Master the essential social media manager skills needed for success in 2024.
SurveySparrow
JUNE 30, 2024
A Color Analysis Quiz is quintessential to understanding the palette that flatters your unique style the most! I took a seasonal color analysis test quite recently. It turns out I’m a Cool Winter! As per the analysis, I bought and filled my entire wardrobe with colors that suit my eyes, hair, and skin tone. It’s worth it. Take my word for it!
AWS Machine Learning
JULY 3, 2024
Foreigners and expats living outside of their home country deal with a large number of emails in various languages daily. They often find themselves struggling with language barriers when it comes to setting up reminders for events like business gatherings and customer meetings. To solve this problem, this post shows you how to apply AWS services such as Amazon Bedrock , AWS Step Functions , and Amazon Simple Email Service (Amazon SES) to build a fully-automated multilingual calendar artificial
MiaRec
JULY 1, 2024
Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Brandwatch CX
JULY 1, 2024
Looking for a sentiment analysis tool? We've got you covered with our list of the top 8 sentiment analysis tools.
Beyond Philosophy
JULY 5, 2024
Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.
AWS Machine Learning
JULY 3, 2024
Knowledge Bases for Amazon Bedrock is a fully managed capability that helps you securely connect foundation models (FMs) in Amazon Bedrock to your company data using Retrieval Augmented Generation (RAG). This feature streamlines the entire RAG workflow, from ingestion to retrieval and prompt augmentation, eliminating the need for custom data source integrations and data flow management.
Helpware
JULY 2, 2024
Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.
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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.
Brandwatch CX
JULY 4, 2024
We dive into how AI is transforming learning experiences and what it means for the future of education. Here's what we found.
ChurnZero
JULY 2, 2024
Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.
AWS Machine Learning
JULY 3, 2024
Generative AI and transformer-based large language models (LLMs) have been in the top headlines recently. These models demonstrate impressive performance in question answering, text summarization, code, and text generation. Today, LLMs are being used in real settings by companies, including the heavily-regulated healthcare and life sciences industry (HCLS).
ShepHyken
JUNE 30, 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. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Brandwatch CX
JULY 4, 2024
We dive into how AI is transforming learning experiences and what it means for the future of education. Here's what we found.
Beyond Philosophy
JULY 4, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.
AWS Machine Learning
JULY 2, 2024
In November 2023, we announced Knowledge Bases for Amazon Bedrock as generally available. Knowledge bases allow Amazon Bedrock users to unlock the full potential of Retrieval Augmented Generation (RAG) by seamlessly integrating their company data into the language model’s generation process. This feature allows organizations to harness the power of large language models (LLMs) while making sure that the generated responses are tailored to their specific domain knowledge, regulations, and busines
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