Mon.Jun 17, 2024

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Ageism in the Workplace: Transforming a Challenge into a CX Opportunity

Doing CX Right

Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.

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Visuals in Customer Service and CX: The Game Changer

TechSee

Today visuals are revolutionizing customer service and customer experience. There’s a lot of truth in the old saying “a picture is worth a thousand words” – because, as we wrote about in our previous blog post on this topic, visuals really do transform everything. Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster.

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How Twilio used Amazon SageMaker MLOps pipelines with PrestoDB to enable frequent model retraining and optimized batch transform

AWS Machine Learning

This post is co-written with Shamik Ray, Srivyshnav K S, Jagmohan Dhiman and Soumya Kundu from Twilio. Today’s leading companies trust Twilio’s Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth and customer service, and many more engagement use cases in a flexib

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Boost Your Auto Insurance Contact Center Efficiency With AI Insights

MiaRec

Are you struggling with inefficiencies that lead to long call times, missed information, and frustrated customers? Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone. At MiaRec, we have helped hundreds of contact centers, including many at large insurance companies, leverage AI to enhance efficiency and improve customer satisfaction.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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7 key lessons from Alida Activate

Alida

The Activate conference included thought-provoking keynotes, customer success stories, and best practice advice from industry experts within the research community and if you missed the event, you can watch on-demand to get the complete picture.

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15 eCommerce Stats That Prove CX is a Growth Engine

Thematic

In today’s fiercely competitive business landscape, customer experience (CX) is the linchpin for growth. Businesses can no longer rely solely on superior products; they must deliver seamless, personalized, and engaging experiences at every customer touchpoint. A Forrester Total Economic Impact (TEI) study revealed that a superior CX can result in a significant $1.8 million boost in income over three years, along with substantial cost savings and increased efficiency.

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Financial brands need to shore up trust…or we’re all going to sink

Adrian Swinscoe

This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.

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17 Eye-Opening Customer Experience Statistics: The High Cost of Neglecting CX

Thematic

In the high-stakes game of customer experience (CX), ignorance isn’t bliss – it’s a death sentence for your bottom line. The importance of customer experience is often underestimated, leading to significant business losses. You’re playing a dangerous game if you’re not actively listening to your customers. By sifting through mountains of unstructured data – reviews, surveys, social media posts – AI can pinpoint the recurring themes and trends that

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Big Tech Will Not Solve Data Deprecation

Forrester's Customer Insights

In our most recent report on identity and measurement offerings from Google (Privacy Sandbox) and Apple (Private Click Measurement), we stumbled upon an ugly truth about data deprecation: Big tech will not solve this problem, and marketers shouldn’t wait any longer to test and identify practical in-market solutions.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Zenarate Named Disruptive Technology of the Year at 2024 CCW Excellence Awards

CSM Magazine

Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.

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Adapt Or Die: Banks Face An Extinction Event

Forrester's Customer Insights

Imagine a species that’s inflexible, stuck on behaviors suited to their ecological niche but unable to adapt — one that is slow, unintelligent, and unaware of its surroundings. Now, dramatically change their environment. Sounds like a recipe for extinction, right? Well, that’s how legacy, monolithic banking systems are: inflexible, siloed, and product-centric; closed, batch-based, unintelligent, and security-challenged — relics of a bygone era.

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Succeeding With OKRs in Customer Service

CSM Magazine

Interesting stats revealed by the UK Customer Satisfaction Index show that as of January 2024, overall customer satisfaction across the thirteen industries they track was down by 1.7 points to 76.0 – lower than it had been during the recent global health challenges. Many companies are wondering how they can improve their customer services and keep standards as high as possible.

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What is a BPO call center and what does it do?

NobelBiz

What is a BPO Call Center ? A Business Process Outsourcing (BPO) call center is a third-party service provider that manages call center operations for other businesses. These call centers handle a variety of tasks, such as customer support, order processing, and telemarketing. By outsourcing these functions to a BPO provider, businesses can concentrate on their core activities while leveraging the BPO’s expertise and efficiency.

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The Evolving Retailer's Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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Zingly Launches a Bold AI-Driven Future of CX for a World Beyond 1-800 Calls and Chatbots

CSM Magazine

Zingly.ai Founders: (L to R) John D’Amour, Gaurav Passi and Piotrek Chojnowski Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly , a Collaborative Customer Experience (CCX) Platform. The patented customer-facing technology combines GenAI, digital interactions, and telephony, providing infinite scale to enterprises, and hyper personalization to consumers, resulting in revenue acceleration and lasting c

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Customer Experience Quality In The US Falls To An All-Time Low

Forrester's Customer Insights

US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.

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The ROI of VOC: 7 Expert Insights from Paul Stevenson and Rick Denton

Thematic

Customer experience (CX) is a critical driver of business success, and the voice of the customer (VOC) is the compass that guides it. But how can you ensure your VOC program delivers tangible business value? In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX pr

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US Health Insurer CX Quality Plummets To A Five-Year Low

Forrester's Customer Insights

There’s just no way to sugarcoat this: US Health Insurer CX Index ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline – and it’s easy to see why: Ten brands scored their lowest ratings in five years.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Unlocking the Hidden ROI of VOC: A Comprehensive Guide

Thematic

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth. Traditional methods of VOC analysis can be time-consuming, labor-intensive, and prone to bias.

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