IntouchInsight
SEPTEMBER 24, 2024
The travel center market has experienced a significant transformation, evolving from simple stops for truck drivers into popular places for all kinds of travelers looking for convenience and comfort during their journeys.
DCX
SEPTEMBER 24, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. To Celebrate reaching 1K subscribers, I’m offering new Premium Subscribers a special offer that ends October 1. Get 75% off forever Frost & Sullivan Executive MindXchange supports this Week’s DCX Newsletter From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, br
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SurveySensum
SEPTEMBER 23, 2024
Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. What’s in it for you? Simply put, revenue boost. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust.
Middlesex Consulting
SEPTEMBER 23, 2024
Outstanding customer experiences are the path to sustainable differentiation and growth for industrial OEMs. This article connects the dots between Growth, ➜ Sustainable Differentiation, ➜ Great Customer Experiences, ➜ Standard Processes. While each step is important, I believe that the most insightful part of this article is the methodology developed by Jon Picault to quantify […] The post Experience-Led Growth: The Path to Sustainable Differentiation appeared first on Middlesex Consultin
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Blake Morgan
SEPTEMBER 24, 2024
For businesses, staying competitive today means adopting tools that simplify operations while enhancing the customer experience. AI has become a key player in this transformation, streamlining complex processes and enabling real-time, personalized customer interactions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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.
Help Scout
SEPTEMBER 23, 2024
Implementing AI Support is challenging. Here are the main issues your support team will need to overcome and why the ROI is worth the effort.
SurveySensum
SEPTEMBER 24, 2024
While Numr is a great customer feedback tool , it lacks certain important features and settings, stopping you from achieving the success you are looking for. Curious about it? Let’s see. Why Should You Look For Numr Alternatives? Numr is a customer experience management tool that enables businesses to predict customer’s actions by gathering and analyzing insights from surveys.
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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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Experience Investigators by 360Connext
SEPTEMBER 24, 2024
What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data.
IntouchInsight
SEPTEMBER 27, 2024
Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help Authentic Pizza of Florida LLC, the Florida area representative for Marco’s Pizza, consistently deliver exceptional customer experiences and boost franchisee engagement?
Calabrio
SEPTEMBER 26, 2024
Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this. With heightened regulatory scrutiny and the growing need to protect sensitive information, these tools are now essential for teams across the organization, from sales and legal to health
InMoment XI
SEPTEMBER 25, 2024
Natural Language Processing (NLP) is a complex, yet fascinating and rapidly evolving field. It combines the specialties of computer science, artificial intelligence, and linguistics. Merging all three disciplines, it focuses on the interaction between computers and humans through natural language. This enables machines to understand, interpret, and respond to human language in a way that is both meaningful and useful.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
AWS Machine Learning
SEPTEMBER 25, 2024
Today, we are excited to announce the availability of Llama 3.2 models in Amazon SageMaker JumpStart. Llama 3.2 offers multi-modal vision and lightweight models representing Meta’s latest advancement in large language models (LLMs), providing enhanced capabilities and broader applicability across various use cases. With a focus on responsible innovation and system-level safety, these new models demonstrate state-of-the-art performance on a wide range of industry benchmarks and introduce features
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.
Calabrio
SEPTEMBER 26, 2024
Analytics Pourquoi l’enregistrement de la conformit et la gestion de la qualit sont importants au-del du centre de contact : L’importance d’une solution tout-en-un base sur l’informatique dmatrialise Sautez en avant Share Traditionnellement, l’enregistrement de la conformit et la gestion de la qualit taient considrs comme des outils pour les centres de contact.
Blueshift
SEPTEMBER 24, 2024
Personal finance companies often struggle with fragmented customer data, stored across different departments and platforms. These data silos hinder effective marketing, slow decision-making, and prevent a comprehensive view of the customer. Customer Data Platform (CDP) software offers a solution to unify data, enabling companies to overcome these silos and deliver more personalized marketing experiences.
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.
AWS Machine Learning
SEPTEMBER 27, 2024
The Anthropic’s Claude 3 family of models, available on Amazon Bedrock , offers multimodal capabilities that enable the processing of images and text. This capability opens up innovative avenues for image understanding, wherein Anthropic’s Claude 3 models can analyze visual information in conjunction with textual data, facilitating more comprehensive and contextual interpretations.
TechSee
SEPTEMBER 23, 2024
Agentic AI is changing the game for enterprises. Imagine AI systems that don’t just respond to commands but can act independently, learn in real time, and solve complex problems—just like a human agent. This is the promise of Agentic AI. Agentic AI offers a clear path to transformation for enterprise leaders looking to streamline operations, accelerate and improve customer service, enhance customer experiences, and gain a competitive edge.
Calabrio
SEPTEMBER 23, 2024
Analytics Vacation Planning for Contact Center Agents: How to Unlock Efficiency and Maintain Fairness Share In any contact center, the time-off requests and approval process can be a complex and sometimes even contentious issue. And with the end of the year fast approaching, many organizations will be looking toward the coming holidays and considering how best to ensure their agents are granted the time-off they all want and deserve.
Integrity Solutions
SEPTEMBER 23, 2024
Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
AWS Machine Learning
SEPTEMBER 24, 2024
This post is co-written with Deepali Rajale from Karini AI. Karini AI , a leading generative AI foundation platform built on AWS, empowers customers to quickly build secure, high-quality generative AI apps. GenAI is not just a technology; it’s a transformational tool that is changing how businesses use technology. Depending on where they are in the adoption journey, the adoption of generative AI presents a significant challenge for enterprises.
The DiJulius Group
SEPTEMBER 23, 2024
“Great leaders make the world a better place; they are willing to do what it takes, make the necessary sacrifices, and rally others to do the same.” The Critical Importance Our Work Plays in Our Meaning and Purpose A study of Shell Oil employees found that those who retired at 55 and lived to be. Read Full Article The post How To Motivate Today’s Workforce appeared first on The DiJulius Group.
Beyond Philosophy
SEPTEMBER 27, 2024
Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish.
ShepHyken
SEPTEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
AWS Machine Learning
SEPTEMBER 23, 2024
With the rise of powerful foundation models (FMs) powered by services such as Amazon Bedrock and Amazon SageMaker JumpStart , enterprises want to exercise granular control over which users and groups can access and use these models. This is crucial for compliance, security, and governance. Launched in 2021, Amazon SageMaker Canvas is a visual point-and-click service that allows business analysts and citizen data scientists to use ready-to-use machine learning (ML) models and build custom ML mode
Provide Support
SEPTEMBER 27, 2024
The post How to Integrate a Live Chat Feature to a Web Application with React.js appeared first on Provide Support Blog.
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.
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