Zonka Feedback
DECEMBER 18, 2023
In the realm of customer service, the frontline staff serves as the face of a business. Their interactions with customers are important in shaping perceptions, loyalty, and overall satisfaction. To utilize the power of these frontline encounters and deliver a customer-centric experience, companies leverage a potent tool - frontline customer service surveys.
BlueOcean
DECEMBER 18, 2023
Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.
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Comm100
DECEMBER 18, 2023
Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.
AWS Machine Learning
DECEMBER 18, 2023
Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
ShepHyken
DECEMBER 18, 2023
Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kapta Customer Success
DECEMBER 18, 2023
The upcoming year will be challenging for account managers and customers alike. We’re surrounded by so much uncertainty with shifting markets and an unpredictable economy causing businesses to respond by doing more with less. Consequently, account managers are caught in something we refer to as “the big squeeze,” experiencing both internal and external pressures.
Thematic
DECEMBER 18, 2023
With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? Yes, OpenAI is a powerful tool. It is useful to analyze smaller datasets and to get a quick overview. However, it is not capable of the accurate and detailed analysis that can be achieved with specialized feedback analysis tools.
Doing CX Right
DECEMBER 18, 2023
Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.
Clarivate
DECEMBER 18, 2023
As 2023 comes to a close , make sure you don’t miss out on the timely insights from Clarivate , created to help IP legal teams plan for the rapidly changing industry. The past year has been one of uncertainty for the global economy. From the possibility of a recession, to the swift acceleration of artificial intelligence (AI) and the race to understand impacts unknown.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Adrian Swinscoe
DECEMBER 18, 2023
This is a guest post by Jeanicka Rhey, a content writer. Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe.
CSM Magazine
DECEMBER 18, 2023
Who do business innovations serve? It’s important to ask yourself this question before you make even the most exciting changes. Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem.
Magellan Solutions
DECEMBER 18, 2023
Did you know businesses face a crucial decision: adapt and thrive or risk being left behind? Continuous evolution is a necessity for survival in the tech-driven landscape. Magellan Solutions is a trusted compass. It guides businesses through endless possibilities and helps them stay ahead of the competition. Picture a situation where your business is adjusting to change and leading it.
CSM Magazine
DECEMBER 18, 2023
Revolutionizing equipment tracking, Smart Tagging is a game-changer for businesses. Imagine a tiny chip attached to each item, storing crucial details like identification number, purchase date, warranty, and maintenance history. In this article, we’ll explore how this innovation, accessible through RFID or NFC-equipped scanners, streamlines management, eliminating manual record-keeping and enhancing efficiency for businesses of all sizes.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
SurveySparrow
DECEMBER 18, 2023
Keeping healthcare information private is a top priority, especially when data is sensitive more than ever. Plus, the majority of healthcare data breaches happen online. This is why HIPAA compliant survey tools are quintessential to protect sensitive information. But which tool should you choose? What are the criteria you should be on the lookout for?
CSM Magazine
DECEMBER 18, 2023
Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line.
SurveySensum
DECEMBER 18, 2023
In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback. After a while, I noticed that my customers were churning.
Forrester's Customer Insights
DECEMBER 18, 2023
The enterprise and IT service management market is heading in an interesting direction. As the platforms continue to expand in their capabilities, organizations make substantial investments to ensure that they get the most from their service management platform.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
My Customer
DECEMBER 18, 2023
It’s that time of year when industry commentators and pundits share their visions for the future, and make an attempt to predict what is.
Forrester's Customer Insights
DECEMBER 18, 2023
Our new report How To Tackle Your Emerging Tech Skill Gaps introduces two frameworks that help business leaders address emerging skill needs.
Centercode
DECEMBER 18, 2023
Unveil Centercode's G2 Winter 2024 triumph: 17 badges highlighting our impact on beta testing and tech innovation.
Forrester's Customer Insights
DECEMBER 18, 2023
Homer told a story of two sea monsters, Scylla and Charybdis, situated in a narrow strait. Sailors who passed through had to decide which peril to navigate: Risk the hungry six-headed Scylla on one side, or the whirlpool created by underwater Charybdis on the other side.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
SmartKarrot
DECEMBER 18, 2023
In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.
Forrester's Customer Insights
DECEMBER 18, 2023
Customers in France, Italy, Spain, in the UK generally rate their trust towards their bank as "weak" or - at best - moderate.
SmartKarrot
DECEMBER 18, 2023
In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.
BirdEye
DECEMBER 18, 2023
Online reviews have rapidly become the top source of new leads, with 34% of marketers citing them as the number one channel for customer acquisition. And that’s just scratching the surface of their potential – one Birdeye’s latest data report found that 92% of consumers read at least two reviews before deciding whether to trust a business.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
AWS Machine Learning
DECEMBER 18, 2023
This is a guest post co-written with Babu Srinivasan from MongoDB. As industries evolve in today’s fast-paced business landscape, the inability to have real-time forecasts poses significant challenges for industries heavily reliant on accurate and timely insights. The absence of real-time forecasts in various industries presents pressing business challenges that can significantly impact decision-making and operational efficiency.
BirdEye
DECEMBER 18, 2023
Online reviews have rapidly become the top source of new leads, with 34% of marketers citing them as the number one channel for customer acquisition. And that’s just scratching the surface of their potential – one Birdeye’s latest data report found that 92% of consumers read at least two reviews before deciding whether to trust a business.
Team Support
DECEMBER 18, 2023
“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Though some industries might slow down during the month of December, others get more hectic and tensions can run high. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve?
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