InMoment XI
APRIL 3, 2024
For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. It sets the tone for the entire company/consumer relationship.
Thematic
APRIL 3, 2024
The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way to understand what’s happening.
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Horizon CX
APRIL 1, 2024
Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity.
Experience Investigators by 360Connext
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
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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.
Help Scout
APRIL 1, 2024
Your guide to the customer success manager role with insights into responsibilities, career trajectories, and salary expectations.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
COPC
APRIL 1, 2024
The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.
CX University
APRIL 2, 2024
Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. IBM Smarter Workforce Institute and Globoforce’s Work Human Research Institute’s research 1 found that organizations need influential leaders who can provide clarity and direction and focus on practices that drive employee experiences.
Totango
APRIL 4, 2024
“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.
Forrester's Customer Insights
APRIL 1, 2024
Enterprise customer service solutions support customers over a breadth of channels, and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.
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.
InMoment XI
APRIL 5, 2024
Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. To be successful, you’ve got to watch out for inaccurate data such as sampling bias, framing bias, and most importantly, response bias. What is Response Bias? Response bias is our human tendency to self-report inaccurate (or even false) answers to survey questions.
IntouchInsight
APRIL 4, 2024
In the dynamic , competitive restaurant industry, every customer interaction counts. Whether through efficient drive-thru lanes, user-friendly self-service kiosks, or intuitive mobile apps, each touchpoint shapes the guest experience, influencing satisfaction and loyalty.
Experience Investigators by 360Connext
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
TechSee
APRIL 1, 2024
TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.
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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.
AWS Machine Learning
APRIL 5, 2024
Amazon Rekognition makes it easy to add image and video analysis to your applications. It’s based on the same proven, highly scalable, deep learning technology developed by Amazon’s computer vision scientists to analyze billions of images and videos daily. It requires no machine learning (ML) expertise to use and we’re continually adding new computer vision features to the service.
IntouchInsight
APRIL 5, 2024
Learn how to improve QSR guest experiences, store operations, employee training and franchise performance using Mystery Shopping data.
Experience Investigators by 360Connext
APRIL 2, 2024
Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We’re exploring the must-have elements as opposed to nice-to-haves and mentioning some things you might want to actively ignore.
TechSee
APRIL 1, 2024
TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.
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.
AWS Machine Learning
APRIL 1, 2024
This is a guest post co-written with Meta’s PyTorch team and is a continuation of Part 1 of this series, where we demonstrate the performance and ease of running PyTorch 2.0 on AWS. Machine learning (ML) research has proven that large language models (LLMs) trained with significantly large datasets result in better model quality. In the last few years, the size of current generation models has increased significantly, and they require modern tools and infrastructure to be trained efficiently and
BirdEye
APRIL 2, 2024
Ever looked back at your early YouTube videos and cringed? You’re not alone. As a content creator on YouTube, it’s natural to have moments where you consider deleting some of your older videos. Maybe the quality isn’t up to par, or the content no longer aligns with your channel’s current direction. However, before you rush to hit that delete button, there’s a better option to consider.
NobelBiz
APRIL 2, 2024
Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.
MiaRec
MARCH 30, 2024
CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points. What benefits can companies expect by implementing your solution? How long will it take businesses to set this up in their contact centers?
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.
AWS Machine Learning
APRIL 3, 2024
The rise of contextual and semantic search has made ecommerce and retail businesses search straightforward for its consumers. Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. This enhances the overall user experience, helping customers find exactly what they’re looking for.
Beyond Philosophy
APRIL 5, 2024
Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.
delighted
APRIL 1, 2024
Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend.
Brandwatch CX
APRIL 4, 2024
If you're looking to create an engaged online community for your brand, the cozy game phenomenon is a great place to start. Let's dive in.
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
AWS Machine Learning
APRIL 2, 2024
This blog post is co-written with Hwalsuk Lee at Upstage. Today, we’re excited to announce that the Solar foundation model developed by Upstage is now available for customers using Amazon SageMaker JumpStart. Solar is a large language model (LLM) 100% pre-trained with Amazon SageMaker that outperforms and uses its compact size and powerful track records to specialize in purpose-training, making it versatile across languages, domains, and tasks.
Magellan Solutions
APRIL 3, 2024
You know what’s mind-blowing? A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. It also boosts the number of people buying your stuff by 40%. Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. If you can’t meet their needs, they will go elsewhere.
The DiJulius Group
APRIL 1, 2024
Effectively, AI is Replacing Employees AI Tool that Does the Work of 700 Full-Time Employees In a Forbes article, Klarna’s New AI Tool Does The Work Of 700 Customer Service Reps. A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared.
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