InMoment XI

OCTOBER 12, 2023

Omnichannel contact center solutions should be more than just a few buzzwords that are thrown around in your boardrooms. They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. By integrating multiple communication channels into a unified system, businesses can significantly enhance the customer experience We have outlined four benefits that omnichannel contact center solutions will have on your business.

Contact Center 195

Contact Center Omni-Channel Customer Experience Social Media 195

C3Centricity

OCTOBER 10, 2023

Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.

Marketing 287

Marketing Study Customers Analysis 287

SurveySparrow

OCTOBER 8, 2023

An AI survey tool is a sophisticated software application infused with artificial intelligence algorithms. It is designed to enhance the entire survey process, from questionnaire creation to data interpretation. But, why use them? With the power of AI, these tools provide businesses, researchers, and organizations with the ability to create intelligent, dynamic surveys that adapt to respondents’ inputs, ensuring a more personalized and engaging experience.

Tools 52

Tools Survey Customer Experience Analysis 52

Doing CX Right

OCTOBER 8, 2023

Joe Wheeler joins Stacy Sherman to discuss how you can design immersive customer experiences in a digital-first world. You'll learn actionable strategies based on case studies of leading brands. The post Designing Immersive Customer Experiences Based on Leading Brand Case Studies appeared first on Doing CX Right.

Case Study 105

Case Study Study Brands Customer Experience 105

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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

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 111

Insurance Industry Customer Experience Self Service 111

Brad Cleveland Blog

OCTOBER 12, 2023

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the … Continue reading → The post A Fascinating Time for CX appeared first on Brad Cleveland.

Contact Center 46

Contact Center Resources Customer Service Customer Experience 46

Comm100

OCTOBER 9, 2023

The sudden birth of ChatGPT into the mass market has created as many questions as it provides answers. Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service.

Customer Service 251

Customer Service Chatbots Training Wait Times 251

Kapta Customer Success

OCTOBER 9, 2023

Are you developing and capturing the voice of your customers for customer advocacy? More than 75% of B2B buyers consult three or more sources of advocacy before making a purchase decision, according to Gartner.

Voice of Customer 59

Voice of Customer B2B Consulting Customers 59

Help Scout

OCTOBER 9, 2023

In this article, we’ll explore the three types of customer complaints, look at examples of common requests, and offer suggestions on how to resolve them, including some example responses you can use for your own support needs.

Examples 45

Examples Customers How To 45

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.

Data

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. This article delves deep into the world of customer service metrics, offering insights and actionable takeaways.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Experience Investigators by 360Connext

OCTOBER 10, 2023

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks.

Feedback 143

Feedback Resources Training Communication 143

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant.

Culture 154

Culture Customer Service Training Employee Experience Course 154

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. This blog details the panel discussion on Grow sales by delighting customers with George Grigoryan – Marketing Director, SEV, and Vandana Agarwal, VP of Pre and Post-Sales, Birdeye and Justin Meredith.

Sales 111

Sales Social Media Customers Multi-Channel 111

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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

Blueshift

OCTOBER 10, 2023

Throughout my career, I’ve had the privilege of collaborating with customers from various retail and e-commerce companies. One shared objective has consistently emerged: the pursuit of rapid growth and scalability in today’s ever-evolving marketing landscape. Unfortunately, many companies often find themselves entangled in the complexities of data integration and extended set-up processes.

ROI 111

ROI Retail Marketing Brands 111

AWS Machine Learning

OCTOBER 11, 2023

What is the optimal framework and configuration for hosting large language models (LLMs) for text-generating generative AI applications? Despite the abundance of options for serving LLMs, this is a hard question to answer due to the size of the models, varying model architectures, performance requirements of applications, and more. The Amazon SageMaker Large Model Inference (LMI) container makes it straightforward to serve LLMs by bringing together a host of different frameworks and techniques t

Fashion 120

Fashion How To System Sports 120

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance.

Call Center Solutions 105

Call Center Solutions Customer Satisfaction Connections System 105

BirdEye

OCTOBER 10, 2023

Your business’s online reputation could be the difference between online marketing success and defeat, as a single negative review could damage your reputation beyond repair. This may sound like a strong statement; however, the truth remains that 72% of customers won’t take action and purchase until they read reviews first. Unlike some industries where reputation revolves around corporate practices or policies, in retail reputation management, the quality, availability, and customer exper

Retail 111

Retail Strategy Management Social Media 111

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.

Trends

Blueshift

OCTOBER 12, 2023

We are back with a new blog in our Deliverability Doctors blog series – and this time we are talking about protecting your email deliverability, as well as the potential roadblocks you could encounter! Like every other challenge, sometimes email deliverability problems don’t emerge suddenly. If you didn’t notice the slight changes in the behavior of your email metrics, you are mistaken.

Metrics 105

Metrics Customer Experience Customers 105

AWS Machine Learning

OCTOBER 11, 2023

Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). Amazon Kendra offers a suite of data source connectors to simplify the process of ingesting and indexing your content, wherever it resides. Valuable data in organizations is stored in both structured and unstructured repositories. An enterprise search solution should be able to provide you with a fully managed experience and simplify the process of indexing your content from a variet

Policies 120

Policies Exercises Examples Data 120

My Customer

OCTOBER 10, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

Customer Experience 120

Customer Experience Customers 120

MiaRec

OCTOBER 7, 2023

"Did the agent say their name?", "Did they get consent for recording?", "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls to get through, making call scoring for quality assurance as efficient as possible is key.

Software 103

Software Contact Center Analytics Management 103

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

Beyond Philosophy

OCTOBER 12, 2023

If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future.

Healthcare 88

Healthcare Resources System Banking 88

AWS Machine Learning

OCTOBER 10, 2023

Machine learning (ML), especially deep learning, requires a large amount of data for improving model performance. Customers often need to train a model with data from different regions, organizations, or AWS accounts. It is challenging to centralize such data for ML due to privacy requirements, high cost of data transfer, or operational complexity. Federated learning (FL) is a distributed ML approach that trains ML models on distributed datasets.

Healthcare 118

Healthcare Training Hospitality Telecommunications 118

Feedbackly

OCTOBER 10, 2023

Join us on November 1st to hear about how to maximize the outcome of customer experience personalization. Date: November 1st, 2023 Time: 2 PM EET (UTC +2) / 12 PM GMT (UTC +0) Tiempo de duración: 60 min >> Save your free seat here Everybody is saying that personalized customer experience (CX) is important and we need to do it, but only a few actually know if they are doing it right.

Measurement 98

Measurement Ecommerce Customer Experience How To 98

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution. Combining AI and human agents can create a seamless and effective customer experience.

Contact Center 92

Contact Center Customer Satisfaction Technology Interaction 92

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

Brandwatch CX

OCTOBER 12, 2023

Planning for 2024? Discover the 5 must-know social media marketing trends and best practices to fuel your marketing strategy.

Social Media 111

Social Media Trends Strategy Marketing 111

AWS Machine Learning

OCTOBER 10, 2023

Today, we’re excited to announce that the OpenAI Whisper foundation model is available for customers using Amazon SageMaker JumpStart. Whisper is a pre-trained model for automatic speech recognition (ASR) and speech translation. Trained on 680 thousand hours of labelled data, Whisper models demonstrate a strong ability to generalize to many datasets and domains without the need for fine-tuning.

Training 117

Training Comparison Data Conference 117

Beyond Philosophy

OCTOBER 7, 2023

For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. Kahneman and Tversky call this phenomenon the Planning Fallacy.

Examples 78

Examples Resources Customer Experience Customers 78