AWS Machine Learning

MARCH 18, 2025

As Amazon CEO Andy Jassy recently shared , One of the most exciting innovations weve introduced is SageMaker HyperPod. This innovation is widely adopted, with most SageMaker AI customers relying on HyperPod for their demanding training needs. These inefficiencies delay AI innovation and drive up costs.

Innovation 101

Innovation Training Resources Healthcare 101

Comm100

MARCH 21, 2022

Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. When improving service delivery in government, efficiency is the first building block. However, it’s not all doom and gloom. Here are the top five. .

Government 220

Government Omni-Channel Wait Times CRM 220

eglobalis

MARCH 4, 2025

Advanced LLMs like GPT-4 enable chatbots to engage in more natural, fluid dialogues and handle a wider range of queries. Leading Providers: Tech Giants and Agile Startups The AI agent landscape includes tech giants like Microsoft, Google, and IBM, alongside innovative startups like Kore.ai, Cognigy, and Amelia.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

eglobalis

DECEMBER 4, 2024

Thoughtful content fosters credibility and maintains their engagement. When dissenting opinions were voiced, the response highlighted a reluctance to engage in meaningful dialogue, framing disagreement as personal animosity. These arguments fail to recognize that technology is only as effective as the strategies that govern its use.

B2B 419

B2B Culture Government Innovation 419

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

DECEMBER 14, 2022

Eslam is a PhD & CCXP Certified Customer Experience (CX) lead with a proven record of designing and delivering CX programs across different sectors such as Financial Services, Government, Tourism, Oil and FMCG in Australia, Africa and Asia.

Tourism 370

Tourism Data Government Financial 370

Comm100

DECEMBER 12, 2023

With a suite of automation software, from Gen AI to AI voice bots – combined with live chat, email, SMS, social media and more – organizations deliver the perfect balance of human and bot engagement that increases capacity while enhancing CX. Learn more about our platform and keep ahead of the curve.

Trends 244

Trends Innovation Customer Service Omni-Channel 244

Comm100

DECEMBER 8, 2024

Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education. Enhance student engagement and streamline processes with Comm100 Transform student support with Comm100s AI chatbot.

Chatbots 130

Chatbots Financial System Course 130

ECXO

JUNE 19, 2024

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

InMoment XI

MAY 4, 2022

ATB Financial, which has appeared repeatedly on Achievers’ 50 Most Engaged Workplaces list (and most recently as one of The Elite 8 ), encourages its employees to logon to the recruiting site Glassdoor and leave anonymous reviews of the company. Solicit Employee Feedback. How does an employee show loyalty? Through open communication.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Data management helps transform, integrate, govern and secure data while improving its overall quality and reliability. The answer is strong data management capabilities. But less than 20 percent have succeeded so far.

Marketing 401

Marketing Analytics Government Survey 401

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. It can be more important than innovation or market dominance. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. But this is way downstream.

B2B 367

B2B Brands Innovation Government 367

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Be the first to learn about the latest innovations in automation, conversational AI and emotion intelligence. Learn from Industry Experts. Mark Smith Analyst, Ventana Research.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

AWS Machine Learning

DECEMBER 11, 2024

He is passionate about serverless technologies, mobile development, leveraging Generative AI, and architecting innovative high-impact solutions. For authentication, we use AWS IAM Identity Center for enterprise single sign-on (SSO), using our internal identity provider called Amazon Federate.

Sales 90

Sales Customer Engagement Engagement Knowledge Base 90

Uniphore

DECEMBER 21, 2021

The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry. Received the 2021 Frost & Sullivan Global Technology Innovation Leadership Award in Conversational Automation. Today we are more robust than ever before. Continued meetings with the U.S.-India

Insurance 49

Insurance Innovation Leadership Government 49

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko 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.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

ECXO

APRIL 7, 2024

It’s about transforming these ideas into reality, painting the canvas of the customer experience with vibrant colors which I split into 4 categories: innovation, personalization, resilience, and connection. Innovation, spurred by creativity, ensures that businesses do not stagnate.

Innovation 333

Innovation Connections Analytics Touchpoint 333

CSM Magazine

OCTOBER 30, 2024

The sixth annual Customer Happiness Awards (CHA) were recently held at The Westin Dubai Mina Seyahi, with His Highness Sheikh Humaid Bin Khalid Al Qasimi in attendance, emphasizing the importance of recognizing companies leading in customer engagement.

Telecommunications 52

Telecommunications Innovation Customer Service Government 52

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. Then we’ll lay out seven steps to bring agile innovation to customer success. These characteristics make an agile approach personalized, engaging and flexible. Why Bring Agile Innovation to Customer Success?

Innovation 103

Innovation Customer Success Customer Journeys How To 103

Comm100

JANUARY 23, 2023

Bring this understanding of what your customers value highly into your CX governance process, advocating for them during decision-making that impacts changes to products, services, and operations. The innovators and early adopters are the first to try new technologies, and when they get positive results, other organizations follow suit.

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. Connect engagement to communications Record your calls! Nearly 30% are not using AI at all, but they’re excited about new ideas for usage.

Innovation 101

Innovation Call Recording Conference Tools 101

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

AUGUST 6, 2024

The ability to engage in future thinking is crucial for delivering a superior customer experience. It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Fear of the Unknown: Human beings have a natural aversion to uncertainty.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

AWS Machine Learning

NOVEMBER 15, 2024

The rapid advancement of generative AI promises transformative innovation, yet it also presents significant challenges. For now, we consider eight key dimensions of responsible AI: Fairness, explainability, privacy and security, safety, controllability, veracity and robustness, governance, and transparency.

Government 103

Government Knowledge Base Metrics System 103

CSM Magazine

APRIL 3, 2025

Transforming Customer Engagement with NFTs and Loyalty Programs Web3 platforms are leveraging non-fungible tokens (NFTs) and blockchain-based loyalty programs to reimagine customer engagement strategies: Dynamic Rewards : Traditional loyalty programs are static, often requiring customers to accrue points that may have limited value.

Customer Experience 52

Customer Experience Loyalty Programs Government Gamification 52

Pink Guava

JANUARY 28, 2021

Empathy breeds Innovation – Five Steps on HOW ? This precisely enhances the importance of innovation to engage, retain and bring more value to customers through a whole new outlook and approach. Creating something new or a culture of innovation is paramount for survival and growth.

Innovation 98

Innovation NPS Study Culture 98

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Kerry Bodine

MARCH 8, 2017

The innovation team at a government agency I work with also met with strong resistance when introducing design methodologies to the organization several years ago. Sell your clients on your ability to take a smart, effective, and innovative approach to solving their customer experience problems.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

CX Journey

AUGUST 4, 2015

Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Only 30% of respondents believed that improving people's lives was a catalyst for change/innovation, and only 24% felt innovation was driven by a desire to make the world a better place. or innovation? or just right?

Innovation 80

Innovation Social Media Government Groups 80

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

AWS Machine Learning

APRIL 1, 2025

This approach makes sure that the LLM operates within specified ethical and legal parameters, much like how a constitution governs a nations laws and actions. It works by integrating a set of predefined rules, principles, and constraints into the LLMs core architecture and training process.

Knowledge Base 103

Knowledge Base Healthcare Guidelines System 103

ECXO

MAY 14, 2024

Why the Shift to H2H Matters Emotional Engagement: Consumers and business partners are no longer satisfied with impersonal transactions. They seek emotional engagement and experiences that resonate on a personal level. Let’s explore further the layers that make H2H the future of meaningful business engagements.

B2C 156

B2C B2B Leadership Culture 156

Clarivate

MAY 21, 2024

Over the past year we engaged in several research projects, working closely across our data science, engineering, content and user experience teams and customer community to learn first-hand about the potential and the limitations of generative AI (GenAI). Today, we are excited to announce the launch of the Clarivate Academic AI Platform.

Government 129

Government eBook User Experience Innovation 129

Comm100

FEBRUARY 10, 2022

In this article, we’ll be looking at these findings in more detail and exploring how these takeaways can help government agencies improve the public engagement, trust, and CX. Citizens are 9x more likely to trust a government agency when they are satisfied with the service they receive.

Government 130

Government Customer Experience Social Media Chatbots 130

Michelli Experience

SEPTEMBER 4, 2018

More importantly, we’ve helped team members understand their role in creating customer value and how the map can be a tool to look for opportunities to innovate customer solutions. For most organizations, we talk about activation as a part of customer experience governance.

Customer Journeys 220

Customer Journeys Government Touchpoint Customers 220