Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

NICE inContact

APRIL 24, 2019

However, a 2018 Forrester report points out that CX is stagnating. Those processes may include submitting documents, IDs, completing forms, submitting payments, or providing signatures and consent. Over the last years, there has been no notable improvement. Last Mile CX. And as such, they have created a costly CX gap. The CX Gap.

Company 178

Company Contact Center Omni-Channel Insurance 178

Second to None

FEBRUARY 15, 2018

The selling of alcohol products is another lucrative yet tricky channel, due to similar penalties placed on brands with documented levels of non-compliance. The post Alcohol and Tobacco Compliance for C-Store Brands in 2018 appeared first on Second To None.

Brands 69

Brands Leadership Customer Centricity Voice of Customer 69

Oracle

JUNE 18, 2018

Gartner Magic Quadrant for Digital Commerce, Penny Gillespie, Jason Daigler, Mike Lowndes, Christina Klock, Yanna Dharmasthira, Sandy Shen, 5 June 2018. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle.

B2C 42

B2C B2B Report Technology 42

CSM Magazine

APRIL 3, 2024

The introduction of the General Data Protection Regulation (GDPR) in May 2018 marked a significant shift toward protecting personal data privacy within the European Union (EU). Understanding and complying with data protection laws is paramount, especially for businesses engaging in call recording. What Is GDPR?

Call Recording 40

Call Recording Policies Guidelines Data 40

AWS Machine Learning

SEPTEMBER 19, 2023

For unstructured data, the agent uses AWS Lambda functions with AI services such as Amazon Textract for document analysis, Amazon Transcribe for speech recognition, Amazon Comprehend for NLP, and Amazon Kendra for intelligent search. The Lambda functions internally call the relevant AWS AI services and return the results to the agent.

Financial 104

Financial Multi-Channel Marketing Analysis 104

ShepHyken

MARCH 5, 2018

I have memories of grabbing a number and sitting for an hour before it was called, only to find out when I was being “helped” that I was missing some a document that wasn’t on the list of what I was told to bring. The post 5 Top Customer Service Articles For the Week of March 5, 2018 appeared first on Shep Hyken.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

Oracle

JANUARY 29, 2018

several of them well-documented and often part of the natural progression of current technology. There are challenges ahead in 2018 for CPQ, but riding on the crest of some positive macro trends, it’s an exciting place to be. The post CPQ Software Trends for 2018 appeared first on SmarterCX. ” Prof.

Trends 42

Trends Software CRM Customer Relationship Management 42

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. At that current rate, digital was expected to overtake voice in 2018. Instant communication will become the standard for exceptional customer service in 2018. Wed, 02/07/2018 - 11:27. Here, we dissect CX Trend No.10: It’s already happening with some of our clients.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

ChurnZero

DECEMBER 18, 2018

ChurnZero Named Overall SaaS Category Winner in 2018 APPEALIE Awards. APPEALIE has announced the winners of the 2018 SaaS Awards. Entrants supplied data – including Net Promoter Scores™ and customer survey responses – and documentation for their best customer success stories and outcomes. Instructure. JDA Luminate.

Net Promoter Score 40

Net Promoter Score Software Customer Success Customer Expectations 40

ClientSuccess

APRIL 18, 2018

On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah. Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. Let’s move forward with this week’s blog post!

Exercises 48

Exercises Customer Success eBook Training 48

NetBase

OCTOBER 29, 2018

Our 2018 EMEA Automotive Social Sentiment Report explores both. Taking McLaren, for instance, we’ve documented explosive revenue growth with an apparently inversely proportional, and somewhat unimpressive, sentiment score. The post The 2018 EMEA Automotive Social Sentiment Report appeared first on NetBase.

Automotive 40

Automotive Report Effort Score Sports 40

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond.

Retail 49

Retail Customer Experience Innovation Conference 49

Forrester's Customer Insights

JANUARY 29, 2019

On January 28, 2019, Dropbox announced its intention to acquire HelloSign, a platform used to manage business transactions including eSignature and document-centric workflows. In our annual online surveys on enterprise content management, […].

Survey 30

Survey Management 30

Michel Falcon Experience

FEBRUARY 25, 2018

If you’re hiring a marketer, have them edit a three page document for grammar and diction. The post Interview Process: 7 Tips to Build a High Performing Team (2018) appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker. Thank you so much. See you next time.

Tips 113

Tips Culture Video Employee Engagement 113

NICE inContact

FEBRUARY 21, 2019

ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats.

Customer Satisfaction 138

Customer Satisfaction Abandon Rate Contact Center Wait Times 138

Experience Investigators by 360Connext

AUGUST 23, 2018

Don’t be afraid to get real when documenting customer emotions. Help everyone have empathy for the customer by documenting those emotions on your journey map. October 9-12, 2018 | Austin, TX. We show customers empathy when we really appreciate what they are experiencing. Step into their shoes in their real lives.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

AWS Machine Learning

MAY 2, 2023

There are a few limitations of using off-the-shelf pre-trained LLMs: They’re usually trained offline, making the model agnostic to the latest information (for example, a chatbot trained from 2011–2018 has no information about COVID-19). They’re mostly trained on general domain corpora, making them less effective on domain-specific tasks.

Training 77

Training Data Conference Management 77

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? Make sure that your contact center solution provides you with extensive, and well documented open interfaces. Ease of Integration, Open Interfaces.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

CSM Magazine

NOVEMBER 8, 2022

“Using BigChange we have slashed the time taken to produce vital documentation for each job. “Once a job is completed, clients are no longer waiting 24 or 48 hours for paper documents to be returned to the office.

Customer Relationship Management 52

Customer Relationship Management CRM Advertising Resources 52

Experience Investigators by 360Connext

AUGUST 23, 2018

Don’t be afraid to get real when documenting customer emotions. Help everyone have empathy for the customer by documenting those emotions on your journey map. October 9-12, 2018 | Austin, TX. We show customers empathy when we really appreciate what they are experiencing. Step into their shoes in their real lives.

Customer Journeys 110

Customer Journeys Touchpoint Loyalty Programs Contact Center 110

AWS Machine Learning

AUGUST 3, 2022

Amazon Comprehend is a natural-language processing (NLP) service you can use to automatically extract entities, key phrases, language, sentiments, and other insights from documents. All you need to do is load your dataset of documents and annotations, and use the Amazon Comprehend console, AWS CLI, or APIs to create the model.

Effort Score 69

Effort Score Training Metrics Customers 69

AWS Machine Learning

MAY 22, 2023

The test data consists of three different paragraphs, one on the Australian city of Adelaide from the first two paragraphs of it Wikipedia page , one regarding Amazon Elastic Block Store (Amazon EBS) from the Amazon EBS documentation , and one of Amazon Comprehend from the Amazon Comprehend documentation.

Training 92

Training Analysis Data Examples 92

CSM Magazine

MARCH 16, 2022

In these environments there is a high level of compliance and documentation required. We have just won a big contract for a local authority, and that includes specific documentation that they want us to use. I can create a worksheet in BigChange and provide them with a document that is exactly what they want.”.

Groups 52

Groups Customer Relationship Management CRM Healthcare 52

CSM Magazine

NOVEMBER 14, 2023

“With customisable workflows and documents and the real-time exchange of information between the field, back office, and customer, we are also much better placed to deal with issues if and when they arise.”

CRM 52

CRM Customer Relationship Management System Resources 52

AWS Machine Learning

AUGUST 26, 2022

Organizations in the lending and mortgage industry process thousands of documents on a daily basis. From a new mortgage application to mortgage refinance, these business processes involve hundreds of documents per application. At the start of the process, documents are uploaded to an Amazon Simple Storage Service (Amazon S3) bucket.

Training 88

Training Banking Data Examples 88

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Studio features for Community Managers. Moderator Tools. Measurement through Metrics and Lithium Social Intelligence (LSI). Community Health Index (CHI). Community Manager Certification Level II. An expanded discussion focused on achieving higher performance in growing and managing your community.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Studio features for Community Managers. Moderator Tools. Measurement through Metrics and Lithium Social Intelligence (LSI). Community Health Index (CHI). Community Manager Certification Level II. An expanded discussion focused on achieving higher performance in growing and managing your community.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Accessing Help and Documentation. Studio features for Community Managers. Moderator Tools. Measurement through Metrics and Lithium Social Intelligence (LSI). Community Health Index (CHI). Community Manager Certification Level II. An expanded discussion focused on achieving higher performance in growing and managing your community.

Social Media 40

Social Media Case Study ROI Course 40

CSM Magazine

DECEMBER 15, 2022

From initial enquires logged in the CRM, quote production with customised documents, to the management of the enquiry, the sales process has been transformed with all information in one place. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

CRM 52

CRM Customer Relationship Management System Resources 52

Call Experts

JANUARY 8, 2020

Include a detailed FAQ section on your website, support documents, interactive mobile apps, online communities, and web-based chatbots to support customer's needs. Documentation Enhances the Workplace. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. Free your Phone!

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Ecrion

NOVEMBER 7, 2019

In fact, as of 2018, the United States Small Business Administration reported over 30 million of them. Over time, your document automation software is going to generate detailed information regarding each of your clients. Increase Productivity with Document Automation Software.

Banking 54

Banking How To Software Analytics 54

CX Accelerator

DECEMBER 10, 2019

For me, this time in my life was mid-August 2018. This may have been because I had trouble saying no, but equally responsible was the fact that I never had sat down and documented my priorities. Think about things that make you a holistic, happy human being and document those in a way that motivates you.

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

DECEMBER 10, 2019

For me, this time in my life was mid-August 2018. This may have been because I had trouble saying no, but equally responsible was the fact that I never had sat down and documented my priorities. Think about things that make you a holistic, happy human being and document those in a way that motivates you.

Course 182

Course Exercises Travel Measurement 182

Oracle

JANUARY 9, 2019

According to Forrester , the Forrester’s 2018 Customer Experience Index shows that “companies are struggling to create and sustain a human connection with their customers.” Copyright © 2018 Oracle. A new year brings endless potential for great – and not so great – customer experiences. Tip 4: Ask questions.

Tips 80

Tips Customer Experience Roadmap Conference 80

Topdown

DECEMBER 31, 2018

On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects. We encourage our Topdown customers and prospects to review the outcomes of this study, available upon request.

Report 48

Report Analysis Study System 48

Topdown

DECEMBER 31, 2018

On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects. We encourage our Topdown customers and prospects to review the outcomes of this study, available upon request.

Report 48

Report Analysis Study System 48