Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to mee these expectations, while keeping a lid on budget and resources? The answer is to streamline customer service through intelligent technology, AI-powered automation, and empowering agents.

Customer Service 205

Customer Service Strategy Self Service How To 205

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences. It’s time to test AI’s limits, see what it’s good at doing, and find out where it falls short.

Strategy 143

Strategy Customer Experience Self Service How To 143

SurveySensum

MAY 7, 2024

Welcome to the private marketplace (PMP), where advertisers and publishers come together to optimize the buying experience and maximize campaign performance. In 2034, it’s anticipated that real-time trading will seize 25.9% of the market share, with the private market (PMP) segment forecasted to claim 19.0%. Sounds like PMP is a promising tool to use in a digital marketing strategy, doesn’t it?

Advertising 52

Advertising ROI Report Trends 52

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

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Contact Center Training Guidelines Video 136

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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.

Report

CSM Magazine

MAY 9, 2024

In the push to keep clients coming back, AI’s smart solutions are leading the charge—merging innovation with that human touch. Thanks to artificial intelligence, the game has changed for how companies talk to you and me – it’s all about getting personal in a smart way. Thanks to AI’s power, sifting through massive chunks of information helps businesses get up close and personal with customer trends and necessities.

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Customer Retention Customer Experience Chatbots Customers 52

The DiJulius Group

MAY 6, 2024

Designed to Gauge a Candidate’s Service Aptitude Potential The brands that will survive the next decade will be the ones that remained relentless with their hiring standards. You get what you pay for; hiring great people is an investment. Every employee is like a stock in your investment portfolio. The rock star rule is. Read Full Article The post Interviewing for Customer Experience Rockstars appeared first on The DiJulius Group.

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Customer Experience Groups Customers Brands 81

CSM Magazine

MAY 8, 2024

In the dynamic world of customer service, where the human touch can be the linchpin of customer loyalty, identifying and nurturing the right personality traits in your team members is crucial. When you handpick your customer service team based on their individual personalities as much as their skills, you’re onto something big. Better experiences lead to happier clients which naturally sets any company on a winning streak.

Customer Service 52

Customer Service Customers Customer Satisfaction Communication 52

CSM Magazine

MAY 8, 2024

As advancements in artificial intelligence proceed at a breakneck pace, attitudes toward the use of AI are changing just as quickly. While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively.

Customer Service 52

Customer Service Contact Center Policies Connections 52

CX University

MAY 6, 2024

Getting customer feedback is instrumental in determining if the customer experience is a positive one. Real-time feedback, which captures customer sentiment and insights immediately after an interaction, is a powerful tool in the CX arsenal. By leveraging real-time customer surveys, businesses can gather valuable insights and respond to customer needs in near real-time.

Survey 52

Survey Touchpoint Competitive Advantage Feedback 52

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.

Data

InMoment XI

MAY 10, 2024

Practical AI Strategies to Implement Today for Future Success The XI Forum Club, which took place in Cologne, Germany, gathered industry experts to explore the future outlook for customer experience. Below are the top six insights extracted from the event that have the potential to transform your CX strategy: #1: AI Paves the Way for Future CX Programmes Integrating artificial intelligence (AI) into CX strategies isn’t just about future-proofing; it’s about seizing opportunities now.

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Social Media Analysis Chatbots Analytics 195

Experience Investigators by 360Connext

MAY 7, 2024

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape yo

Healthcare 143

Healthcare Culture Customer Voice Connections 143

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. But it’s a real bummer to see them drift away to a competitor – especially after all the effort you’ve put into winning them over. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 141

Customer Retention B2B Customer Journeys Loyalty Programs 141

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits. As maintained by Gartner , more than 80% of enterprises will have AI deployed by 2026.

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Government Policies Guidelines Leadership 136

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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.

Voice of Customer

Clarivate

MAY 8, 2024

Discover how the Web of Science Research Intelligence platform will revolutionize research evaluation by driving responsible innovation and demonstrating societal impact. At Clarivate , we recognize the pivotal role that research plays in shaping the future. That’s why we’re excited to announce the development of Web of Science Research Intelligence , a next-generation software solution powered by AI that will empower researchers to accelerate breakthroughs and research institutions to better me

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Innovation Conference Measurement Policies 131

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

Contact Center 109

Contact Center Training Guidelines Video 109

dscout People Nerds

MAY 6, 2024

GenAI pulls from limited resources—and only knows as much as you tell it. These tips will help you improve its effectiveness for research purposes.

Training 105

Training How To Tips Resources 105

AWS Machine Learning

MAY 7, 2024

This post is co-written with Tim Camara, Senior Product Manager at Veritone. Veritone is an artificial intelligence (AI) company based in Irvine, California. Founded in 2014, Veritone empowers people with AI-powered software and solutions for various applications, including media processing, analytics, advertising, and more. It offers solutions for media transcription, facial recognition, content summarization, object detection, and other AI capabilities to solve the unique challenges profession

Video 136

Video e-support Comparison Advertising 136

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.

Trends

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. But there’s a problem. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. If you’d like to see more data around the top priorities and challenges for CS and Sales leaders this year, check out our report.

Sports 100

Sports Sales Strategy Net Promoter Score 100

Zonka Feedback

MAY 9, 2024

Ensuring a great patient care is essential for the success of any healthcare business. Healthcare surveys emerge as a potent tool in this pursuit. They not only assess patient health but also gather crucial feedback on their healthcare experiences. This feedback, in turn, enables you to personalize care plans, enhance patient outcomes, and forge stronger patient relationships.

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Feedback Survey Healthcare Tools 98

Brandwatch CX

MAY 7, 2024

What were the highlights of the Met Gala 2024? We analyzed the online conversation and here are the most talked about moments, celebrities, and designers.

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AWS Machine Learning

MAY 9, 2024

This post is co-written with Tom Famularo, Abhay Shah and Nicolette Kontor from Verisk. Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Insurance 136

Insurance Knowledge Base Effort Score Video 136

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.

Connections

Magellan Solutions

MAY 6, 2024

As a business owner, you’re always looking for ways to streamline your operations and get more done with fewer resources. Did you know that 24% of small businesses outsource to improve efficiency ? You’re probably curious about the different types of outsourcing that can benefit your company. From boosting productivity to reducing expenses, outsourcing has become a popular tool for improving operations.

Resources 97

Resources Telecommunications Return on Investment Culture 97

ShepHyken

MAY 5, 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. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

Customer Service 81

Customer Service Social Media Tips B2C 81

Brandwatch CX

MAY 7, 2024

What were the highlights of the Met Gala 2024? We analyzed the online conversation and here are the most talked about moments, celebrities, and designers.

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AWS Machine Learning

MAY 7, 2024

The prevalence of virtual business meetings in the corporate world, largely accelerated by the COVID-19 pandemic, is here to stay. Based on a survey conducted by American Express in 2023, 41% of business meetings are expected to take place in hybrid or virtual format by 2024. Attending multiple meetings daily and keeping track of all ongoing topics gets increasingly more difficult to manage over time.

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Meeting Resources Call Recording Training 136

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

Customer Experience

delighted

MAY 6, 2024

You can write the perfect survey questions, but the real key to capturing feedback is targeting the right customers at the right time. For years, the Delighted SDK has allowed you to do just that by displaying surveys within your iOS apps, but today, we’re taking it up a notch. Introducing: the Delighted Android SDK. Understand your mobile app users at all stages of the customer journey, whether it’s the first time they log in, after they make an in-app purchase, or every three months, just to c

Survey 80

Survey NPS Feedback Metrics 80

Team Support

MAY 8, 2024

TeamSupport is excited to announce the launch of its newest release, Status Approval Workflow—the first release in a series of workflow options that will be available in TeamSupport in the coming year. TeamSupport currently allows any user within an organization to update the status of a ticket, but in some cases, these actions need to be signed off or approved by a specific team member.

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Groups Innovation Examples Customers 80

Middlesex Consulting

MAY 10, 2024

I have written several articles about the aftermarket’s role in OEMs’ go-to-market strategies. However, I have yet to give you a financial reason to invest your time, effort, and money into making your aftermarket program a strategic necessity. Understanding the strategic importance of aftermarket programs and how they can significantly impact your business is crucial; […] The post Unlocking the Financial Reasons to Invest in the Aftermarket appeared first on Middlesex Consulting.

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Financial Consulting Strategy Marketing 78