Experience Investigators by 360Connext
JUNE 6, 2023
❔"I find myself in operations, and I keep helping other departments with their CX. I'm looking to join another company where their CX strategy isn't that solid yet, and I want to place myself in a position to run that for them. I've learned a lot, and I know I can learn a lot more. What's the bes.
Comm100
JUNE 6, 2023
There is no doubt that higher education is facing a mental health crisis. A recent survey found that 50% of college students identified their mental health struggles as their top stressor in 2023. On top of this, 71% said they struggled with issues such as stress, anxiety and depression. The Department of Education has certainly recognized the gravity of the situation.
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Horizon CX
JUNE 5, 2023
Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.
Alida
JUNE 1, 2023
Speakers at Activate 2023 celebrated the power of community's main comparative advantages, like versatility, malleability, and ability to enable the execution of targeted CX tactics.
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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
TechSee
JUNE 1, 2023
Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 6, 2023
Free is often an illusion. It looks free and may be advertised as free, but it’s not free. I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. And as businesses, we must be cautious about what we promise. Let’s use free shipping as an example.
MyCustomer
JUNE 1, 2023
Martyn Lewis explores the unique role CX teams can play in positively influencing and managing the buying journey.
CSM Magazine
JUNE 1, 2023
Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.
Middlesex Consulting
JUNE 5, 2023
Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.
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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.
AWS Machine Learning
JUNE 1, 2023
The demand for multi-object tracking (MOT) in video analysis has increased significantly in many industries, such as live sports, manufacturing, and traffic monitoring. For example, in live sports, MOT can track soccer players in real time to analyze physical performance such as real-time speed and moving distance. Since its introduction in 2021, ByteTrack remains to be one of best performing methods on various benchmark datasets, among the latest model developments in MOT application.
ShepHyken
JUNE 5, 2023
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 comment about each article and would like to hear what you think too. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.
ChurnZero
JUNE 2, 2023
A Customer Success Manager at a Series-B stage SaaS company had just learned a key contact—their customer champion—was moving on to a new role. The risk of churn was high since the new point of contact indicated they wanted to make some changes. “I just want you to know I’m probably going to replace you all with another tool,” the customer said.
Kustomer
JUNE 6, 2023
Money fuels the finance industry, but there would be none coming in without loyal clients to hand it over. Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. Trust plays a huge role in finance and banking. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company.
Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.
Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity? This exclusive webinar with Andrew Regan will dive into strategies to empower retail associates for success with new technology.
Optimove
JUNE 1, 2023
It’s one of the busiest crossroads at which the different revenue teams intersect and sometimes collide – attribution junctions. A well-documented battle of egos, bonuses, and, ultimately, optimization. At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize.
AWS Machine Learning
JUNE 5, 2023
This post is co-written with Philipp Schmid from Hugging Face. We have all heard about the progress being made in the field of large language models (LLMs) and the ever-growing number of problem sets where LLMs are providing valuable insights. Large models, when trained over massive datasets and several tasks, are also able to generalize well over tasks that they aren’t trained specifically for.
Beyond Philosophy
JUNE 3, 2023
Getting your new program initiatives accepted requires overcoming a lot. So, to help you get that done—and impress your boss doing it—you need to have a winning strategy. The corporate budget is a funny thing. Getting approval on a budget in the corporate world doesn’t mean you get to spend it. Quite the contrary. You often have to get the budget approved for what you might spend and then when you want to spend it, you get approval again.
Blueshift
JUNE 1, 2023
In the fast-paced world of retail and e-commerce , staying ahead of the competition requires innovation, strategic decision-making, and the right tools to get it done. As the busy holiday season slowly approaches, it’s crucial that marketers adopt strategies now to ensure efficiency and maximize customer outreach later. This is where AI comes in, especially as marketers are tasked with doing more with less.
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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
Upstream Works
JUNE 1, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.
Cyara
JUNE 6, 2023
Comprehensiveness and Completeness in the Reporting of your Telecom Infrastructure. There are two very important aspects to consider when it comes to the reporting of your telecom infrastructure: comprehensiveness and completeness.
AWS Machine Learning
JUNE 6, 2023
Amazon Transcribe is a speech recognition service that generates transcripts from video and audio files in multiple supported languages and accents. It comes with a rich set of features , including automatic language identification, multi-channel and multi-speaker support, custom vocabularies, and transcript redaction. Amazon Transcribe supports two modes of operation: batch and streaming.
Beyond Philosophy
JUNE 1, 2023
Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.
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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.
Thematic
JUNE 6, 2023
Hot on the heels of Feedback Summarization is Chart Exports - taking your ability to quickly share visualizations to the next level. We've heard from customers that they want to be able to share the impactful visuals in Thematic more widely. Previously, analysts have taken screenshots of charts and graphs, or manually exported the data so they can recreate the visuals for presentations.
SAP Customer Experience
JUNE 2, 2023
Take advantage by participating in one of the SAP CRM and Customer Experience projects of the second Customer Engagement Initiative cycle in 2023 and register until June 16, 2023: Composable Storefront for SAP Commerce Cloud – SDK and BFF for frontend solutions Delivery Mode & Costs for SAP Commerce Cloud.
Helpware
JUNE 6, 2023
An estimated 165 billion packages are shipped in the US every year. And that number is growing at a rate of about 20% year-over-year. One of the reasons is that more people are shopping online than ever before, with an estimated 80% of the US population ordering products online.
AWS Machine Learning
JUNE 6, 2023
Amazon SageMaker Feature Store is a purpose-built service to store and retrieve feature data for use by machine learning (ML) models. Feature Store provides an online store capable of low-latency, high-throughput reads and writes, and an offline store that provides bulk access to all historical record data. Feature Store handles the synchronization of data between the online and offline stores.
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In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.
BirdEye
JUNE 1, 2023
Benchmarking drives greatness. Consider the four-minute mile. Experts thought it impossible that anyone could run a mile so fast, that is until Roger Bannister did so in 1954. Since then, roughly 1500 people have achieved “the impossible,” and it’s pretty much the benchmark for becoming a world-class runner. In the same way, a benchmarking strategy can propel your company to achieve your loftiest goals.
ShepHyken
JUNE 5, 2023
Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.
Thematic
JUNE 5, 2023
We're excited to expand our generative AI-powered features to further improve your feedback analysis experience! Users want an easy way to summarize their data across the board, to instantly understand how and why their score has changed, or what customers are requesting the most. This is exactly what Theme Summarizer does for any selected theme or sub-theme in the Analysis tools.
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