Uniphore

SEPTEMBER 22, 2021

AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance. This is not an easy feat.

Interaction 100

Interaction Analytics Contact Center Telecommunications 100

Russel Lolacher

JUNE 29, 2021

World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. It was born as a way to recognize social media’s impact on global communication and to bring the world together to celebrate it.

Social Media 98

Social Media Infographics Travel Government 98

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Amazon SageMaker provides purpose-built tools for machine learning operations (MLOps) to help automate and standardize processes across the ML lifecycle. Customer context Philips uses AI in various domains, such as imaging, diagnostics, therapy, personal health, and connected care.

Healthcare 89

Healthcare Government Innovation Training 89

SurveySparrow

JUNE 26, 2023

Imagine a world where surveys effortlessly find their way to respondents, reaching them through various communication channels. Get ready to make that dream a reality as we dive into the exciting world of multichannel survey distribution tools. Sounds like a dream, right? Let’s get started!

Tools 52

Tools Survey Multi-Channel Social Media 52

AWS Machine Learning

MAY 5, 2023

Interpreting search context also contributes to simplification of results. Amazon Kendra is an intelligent search service powered by ML, and Amazon Rekognition is an ML service that can identify objects, people, text, scenes, and activities from images or videos. What images can be too complex to be searchable?

Training 101

Training Examples How To Data 101

Storyminers

JULY 6, 2020

So much so, we built an AI tool to help automate the low touch, mundane tasks support teams are inundated with. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. In this post, we describe a solution architecture that combines the powerful resources of Amazon Lex and Talkdesk CX Cloud for the voice channel. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Self Service 67

Self Service Contact Center Virtual Agent Chatbots 67

Storyminers

JULY 6, 2020

So much so, we built an AI tool to help automate the low touch, mundane tasks support teams are inundated with. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes. Adam Toporek. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

JANUARY 15, 2021

Many of the Behavioral Science principles fall under Nudging, things like Framing Effects, Choice Architecture, or Context Effects. Many of the Behavioral Science principles fall under Nudging, things like Framing Effects, Choice Architecture, or Context Effects. The Power of Scarcity.

Airlines 99

Airlines Examples Customer Experience Exercises 99

Optimove

MARCH 25, 2021

Combined with our existing next-gen technology of AI-mapped CRM journeys, it provides brands with unmatched customer analysis, segmentation, and communication power. Combined with our existing next-gen technology of AI-mapped CRM journeys, it provides brands with unmatched customer analysis, segmentation, and communication power.

CRM 59

CRM Data Ecommerce Brands 59

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Government 122

Government Training Data Policies 122

SurveySparrow

JULY 31, 2023

Your customers have the power to fine tune your business. In this blog, we’ll delve into the world of VOC methodology, exploring its process, methods, sentiment analysis, and real-life examples. Well, it’s a powerful approach that businesses use to capture, analyze, and act upon customer feedback.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

AWS Machine Learning

NOVEMBER 21, 2022

Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media. Fine-tune the pre-trained model on a new custom dataset.

Metrics 71

Metrics Training Data Healthcare 71

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. Table of contents What is digital marketing?

Marketing 93

Marketing Social Media B2C Advertising 93

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. If a customer decides to escalate the interaction, an agent will be prepared with all context of the conversation including communication and transaction history.

Contact Center 63

Contact Center Self Service Banking Policies 63

Oracle

MAY 28, 2021

For some context, if your marketing team spent $1 every second, it would take 31 years to reach $1 billion in spend. Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. More ads, more fraud.

Advertising 52

Advertising Financial Policies Industry 52

SurveySparrow

SEPTEMBER 28, 2023

According to the United Nations, the world’s population stands at approximately 8 billion individuals. In this blog, we will look into its meaning, importance, benefits, and examples to help you understand better. All of them have their own unique traits and characteristics. Now, imagine gathering data from each of them.

Examples 52

Examples Study Groups Survey 52

Interactions

SEPTEMBER 24, 2020

This blog is written courtesy of Interactions R&D team. Several proof-of-concept AI prototypes blossomed; each built to demonstrate a niche idea, but the breadth of their applicability, their robustness to real-world scenarios, and interoperability of ideas were seldom evaluated.

Analysis 71

Analysis Metrics System Training 71

Esteban Kolsky

MARCH 13, 2018

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. I did not write a blog after that one, there were no questions that were offered (even if there were more people in the second than in the first one).

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Optimove

JANUARY 16, 2020

NRF, Retail’s big New York show, began on Sunday, January 12 th , and once again the major players in the retail world found themselves in Manhattan for another edition of the industry’s flagship show. These strategies must also be built and implemented based on customer micro-moments. The Biggest Talks – Everything You Need to Know.

Retail 61

Retail Marketing B2C CRM 61

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. Fearlessly, with no holds barred. You don’t need to spend a lot to have an impact.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Kustomer

JULY 8, 2021

What would the world be like if AI were to be completely integrated into business practices? Would there be lasting world peace? It’s fun to fantasize about an AI-driven world, but that future is probably beyond our reach at this point in time, regardless of the advancements being made in the industry.

Contact Center 98

Contact Center Self Service Consumers Examples 98

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. Published on: January 06, 2016. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

NobelBiz

JUNE 5, 2023

Lead Generation in Call Centers But before we start laying down the challenges, we first need to understand lead generation in the context of a call center. Inbound lead generation includes blogging, SEO, social media, PPC. When effectively executed, it can boost sales, increase profits, and lead to significant business growth.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

Pointillist

DECEMBER 27, 2018

In this post, I’ll describe seven powerful ways you can improve your customer intelligence capability by using customer journey analytics to look at your customer data within the context of millions of unique customer journeys. Customer data is the starting point for analysis, but it is largely useless on its own and without context.

Analytics 53

Analytics How To Customer Journeys Analysis 53

Avaya

SEPTEMBER 18, 2018

Consider the story of the world’s oldest customer complaint , which has recently gone viral. This Babylonian tablet has been around for thousands of years solely because one customer did just that, unequivocally proving the power of VoC and the affect it can have on an organization. These experiences matter, and always will.

Customer Experience 47

Customer Experience Net Promoter Score Contact Center Analytics 47

Natalie Petouhof

SEPTEMBER 16, 2015

Tweet Connected World, Disconnected Data: The Answer? More than 90 percent of the world’s data has been generated over the last two years. This world of connected devices and digital content presents an enormous opportunity for companies to take advantage of the new data. trillion per year by 2025.

Loyalty Programs 40

Loyalty Programs Connections Retail Data 40

NetBase

JULY 20, 2020

That broadens the definition of social media to blogs, review forums, news outlets, messaging apps, and more. Our social media analytics guide offers brands and businesses an abundance of insights to apply in all areas of operations. We’re here to help! What Is Social Media Monitoring? What Is Social Campaign Analysis?

Social Media 96

Social Media Analytics Analysis Consumers 96

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. In a world of choice, consumers need help to simplify their decisions. Here’s a look at our favorite takeaways from this year’s Summit. Embrace the authenticity challenge. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Avaya

JUNE 1, 2017

Sensors in their jerseys, shoes, and helmets. Sensors in the turf, the goal box, race car, and golf club. Athletes of the future will be tracked at every moment so we can know how fast and focused they are, and when they’re “in the zone.” The sports experience has become a 21st-Century medley of sights, smells, and experiences.

Sports 50

Sports Technology Engagement Wireless 50

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Experience Matters

APRIL 7, 2015

Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

AWS Machine Learning

MARCH 13, 2024

JumpStart is the machine learning (ML) hub of SageMaker that provides access to foundation models in addition to built-in algorithms and end-to-end solution templates to help you quickly get started with ML. Today, we’re excited to announce that the Gemma model is now available for customers using Amazon SageMaker JumpStart.

Training 106

Training Data Examples Conference 106

2020 Research

NOVEMBER 4, 2022

And then you had very qualitative research technologies that were powering these two very different camps. This webinar was hosted by Joanne Mallett, Senior Manager of Marketing at Schlesinger Group. There were three experts joining us in the session, each of them members of Schlesinger Group: Steve Mast – Executive VP of Platform Business.

Groups 52

Groups Study Technology Analysis 52

AWS Machine Learning

MARCH 14, 2024

With the rapid advancement of FMs, it’s an exciting time to harness their power, but also crucial to understand how to properly use them to achieve business outcomes. By the end, you will have solid guidelines and a helpful flow chart for determining the best method to develop your own FM-powered applications, grounded in real-life examples.

Chatbots 105

Chatbots Training Knowledge Base Resources 105

Ascribe

AUGUST 24, 2021

It’s capable of discovering significant patterns within this text data, which is used for understanding what people are feeling in their responses, how often topics come up, and the context of the text. What is Text Analytics? At the most basic level, text analytics is a technology focusing on deriving insights from verbatim comments.

Analysis 40

Analysis Social Media Analytics Software 40

Ascribe

AUGUST 24, 2021

It’s capable of discovering significant patterns within this text data, which is used for understanding what people are feeling in their responses, how often topics come up, and the context of the text. What is Text Analytics? At the most basic level, text analytics is a technology focusing on deriving insights from verbatim comments.

Analysis 40

Analysis Social Media Analytics Software 40