AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 86

Healthcare Government Innovation Training 86

AWS Machine Learning

NOVEMBER 16, 2022

Today, many AWS customers are building enterprise-ready machine learning (ML) platforms on Amazon Elastic Kubernetes Service (Amazon EKS) using Kubeflow on AWS (an AWS-specific distribution of Kubeflow) across many use cases, including computer vision, natural language understanding, speech translation, and financial modeling.

Metrics 66

Metrics Policies Training Resources 66

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Self Service 67

Self Service Contact Center Virtual Agent Chatbots 67

Bizagi

MARCH 6, 2020

“The enterprise resource planning era is over,” declares Duncan Jones, VP and Principal Analyst at Forrester. The ERP model of a single integrated suite to handle every process for every division within the enterprise did not work.”. This means you can redefine the customer experience and put the end-user first.

Return on Investment 52

Return on Investment Customer Centricity System Customer Journeys 52

Circular Edge

FEBRUARY 22, 2023

Blog Credit: Andy Chase “If everyone is moving forward together, then success takes care of itself.” ” Henry Ford Revised annually, this list started as a Top 10 and grew quickly once we collected inputs from our customers & practice leaders. Seriously!? The result?

Management 52

Management Innovation Resources Analysis 52

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. They show you how customers interact with your business. This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Tools Analysis 52

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). CE Customer Stories & Educational Highlights. Andy’s content-rich presentation 9.2

Innovation 40

Innovation Roadmap Case Study Conference 40

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). CE Customer Stories & Educational Highlights. Andy’s content-rich presentation 9.2

Innovation 40

Innovation Roadmap Case Study Conference 40

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. They are able to connect insights across these diverse data types to gain a more comprehensive understanding and generate appropriate responses.

Financial 99

Financial Multi-Channel Marketing Analysis 99

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter.

Customer Satisfaction 63

Customer Satisfaction Net Promoter Score Effort Score NPS 63

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Optimove

JANUARY 2, 2020

A few weeks ago, I came across a fascinating interview by Scott Brinker from Chief Marketing Technologist with Lyft’s engineers who built a proprietary marketing automation platform tailored explicitly for ad-bidding automation. Resources – Building a marketing automation solution in-house is resource-intensive.

Guidelines 40

Guidelines Resources Technology Marketing 40

Currency Alliance

FEBRUARY 26, 2019

Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A great loyalty strategy runs in sync with the business and permeates virtually every customer-facing aspect.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

AWS Machine Learning

MAY 3, 2023

Generative AI (GenAI) and large language models (LLMs), such as those available soon via Amazon Bedrock and Amazon Titan are transforming the way developers and enterprises are able to solve traditionally complex challenges related to natural language processing and understanding.

Data 66

Data Chatbots Financial Government 66

AWS Machine Learning

MARCH 14, 2024

Generative AI applications driven by foundational models (FMs) are enabling organizations with significant business value in customer experience, productivity, process optimization, and innovations. The skills needed to properly integrate, customize, and validate FMs within existing systems and data are in short supply.

Chatbots 102

Chatbots Training Knowledge Base Resources 102

iCiDIGITAL

SEPTEMBER 7, 2018

Rolling out a digital experience platform (DXP) can be a daunting initiative for an enterprise. Done well, the challenge will be worth the investment of time and resources. 6 areas where enterprises could easily avoid common missteps when rolling out DXP: 1. Start with a pilot experience.

Marketing 172

Marketing Customer Experience Tools Resources 172

Pointillist

NOVEMBER 18, 2021

A McKinsey survey found that organizations’ digital product experiences accelerated by four years and their digitally-enabled portfolios are now nearly a decade ahead of schedule. There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers.

Customer Journeys 45

Customer Journeys Self Service Customer Experience How To 45

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. Providing your customers with a highly efficient post-sales and service experience. Traditional IVRs, however, typically follow a pre-determined sequence, without the ability to respond intelligently to customer requests.

Contact Center 94

Contact Center Self Service Resources Average Handle Time 94

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. And with the right systems and setup, that can mean automated reminders when customers are at risk for churn, ready to upgrade to a more advanced tier of your product, or just need more support.

Customer Engagement 93

Customer Engagement Engagement Effort Score Customer Journeys 93

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. What are Customer Data Platforms?

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Over 50% of companies also have a role or team dedicated to journey management or journey analytics.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. “ Companies cannot solve customer needs within the traditional organizational silos.

Measurement 71

Measurement Survey Customer Journeys Management 71

Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success. By Swati Sahai.

Customer Journeys 41

Customer Journeys Analytics How To Metrics 41

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

AWS Machine Learning

SEPTEMBER 9, 2022

This is a guest blog post cowritten with athenahealth. Its electronic health records, revenue cycle management, and patient engagement tools allow anytime, anywhere access, driving better financial outcomes for its customers and enabling its provider customers to deliver better quality care.

Groups 75

Groups Training Healthcare Multi-Channel 75

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Only 2% say it’s not so important.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Pointillist

JANUARY 19, 2022

Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? But your customer sees each interaction as one continuous journey to reach her goal. Your Customers Aren’t Responding.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

SmartKarrot

JULY 14, 2023

From customer service to enterprise operations, organizations are always looking for the most suitable solution in order to improve their efficiency and output. Let us dive deep and compare two popular enterprise platforms, ServiceNow and UiPath, in this blog. What is ServiceNow? Let’s start with ServiceNow.

Comparison 10

Comparison Tools Self Service Government 10

SmartKarrot

APRIL 14, 2022

Using these modules, AppDynamics helps track and visualize customer journeys. These tools are compatible and interact with each other. Some of the tools in a platform act like services, while others act like interfaces. An AIOps platform consists of a set of AI processes. Some of the characteristics of AIOps platforms include –.

Analysis 10

Analysis Analytics Tools Data 10