Tue.Dec 05, 2023

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4 Gold CX Metrics for CX Leaders

ClearAction

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Precedents for this approach include fitness, student performance, and most things in life. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.

Metrics 62
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Using AI to Delight Your Customers With More AI (Authentic Interactions)

C3Centricity

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Over the past year, the AI landscape has witnessed a significant shift from AI versus AI competitions to AI working in collaboration with AI.

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[Experience Action Podcast] Balancing Humans and AI in CX

Experience Investigators by 360Connext

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered exp

Analysis 143
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True Personalisation is Unworkable for Customer Experience

eglobalis

True Personalisation is Unworkable for Customer Experience The post True Personalisation is Unworkable for Customer Experience appeared first on Eglobalis.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Customer Loyalty in Fintech: Trish Wethman’s Transformational Approach

Blake Morgan

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect. She has redefined customer experience (CX) in the fintech world by centering it around financial confidence.

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Foundational data protection for enterprise LLM acceleration with Protopia AI

AWS Machine Learning

This post is written in collaboration with Balaji Chandrasekaran, Jennifer Cwagenberg and Andrew Sansom and Eiman Ebrahimi from Protopia AI. New and powerful large language models (LLMs) are changing businesses rapidly, improving efficiency and effectiveness for a variety of enterprise use cases. Speed is of the essence, and adoption of LLM technologies can make or break a business’s competitive advantage.

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B2B Content Marketing Statistics to Consider in 2024

DemandJump

There are a few key differences between B2B (that is, business to business) and B2C (business to consumer) marketing. One of the main differences in B2B sales, for example, is they tend to be heavily relationship-based between the product or service provider and the customer. B2B marketing focuses on regular communication to ensure the product is meeting expectations and fixing any issues that arise.

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GPT Needs UXR

dscout People Nerds

User research can help us understand and utilize GenAI both effectively and ethically. But GenAI can also provide opportunities for UXR at a pivotal time.

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Pioneering the Future of Chatbots & Conversational AI with QBox Acquisition

Cyara

The market is experiencing exponential growth in the use of chatbots, voicebots and conversational artificial intelligence (AI) for customer service, which is why we have doubled down on our investments in solutions that will enable our customers to optimize their conversational AI chatbots and voicebots throughout their development lifecycle. Our acquisition of QBox , a leading conversational AI optimization solution, is the latest step in this mission.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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8 Benefits of Outsourcing HR Functions in 2024

Helpware

Outsourcing HR functions occurs when a company engages a third-party HR expert to handle HR responsibilities for the organization. For your business to achieve all it can, you need the strongest team on your side — qualified, enthusiastic employees who share your vision. But that can be a big ask. In addition to being a resource-intensive process, it is also one that’s fraught with potential pitfalls.

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Elevating Business Communications: Mastering Call Forwarding in the Modern Workplace

NobelBiz

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service.

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Enable faster training with Amazon SageMaker data parallel library

AWS Machine Learning

Large language model (LLM) training has become increasingly popular over the last year with the release of several publicly available models such as Llama2, Falcon, and StarCoder. Customers are now training LLMs of unprecedented size ranging from 1 billion to over 175 billion parameters. Training these LLMs requires significant compute resources and time as hundreds to thousands of graphics processing units (GPUs) must be used to handle today’s vast training datasets and model sizes.

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Eye on Innovation Series | Ep. 4: AI and the State of the MR Industry

2020 Research

[link] In the latest episode of Sago’s Eye on Innovation Series , we dive into the captivating world of technology and artificial intelligence and how it’s shaping the future of the market research industry. In this special edition, we hear from Sago President Isaac Rogers as he answers the burning questions that were raised during his recent “Ask Me Anything” webinar.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Unlock the Potential of Rich Data and Gen AI: Elevate Your Marketing 

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). But the use cases go beyond (though inclusive of) copy assistants and image generators.

Data 59
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Eye on Innovation Series | Ep. 4: AI and the State of the MR Industry

2020 Research

[link] In the latest episode of Sago’s Eye on Innovation Series , we dive into the captivating world of technology and artificial intelligence and how it’s shaping the future of the market research industry. In this special edition, we hear from Sago President Isaac Rogers as he answers the burning questions that were raised during his recent “Ask Me Anything” webinar.

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This Is AI, Episode 5: Comparing Large Language Models (LLMs), Data Sets, and Potential Breakthroughs

West Monroe

About the Episode In this episode, hosts Erik Brown , EJ , and Ryan Elmore dive into how large language models (LLMs) work and provide a behind-the-scenes look at "Nigel," a generative AI platform developed by West Monroe. The hosts analyze various LLMs, their functionalities, and their real-world implications while offering insights into the balance between technical prowess and practical utility.

Data 59
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A trillion pixel problem

Clarivate

By Ed White (VP and principal analyst, Clarivate) and Arun Hill (Senior consultant, Clarivate) AI is posing fundamental questions to intellectual property (IP) laws. Both what is intellect, and who (or what) can own it. While this affects almost all classes of IP, arguably the biggest challenge – due to its potential reach to everybody – lies in the creative space: copyright.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Product Competency Analyzer

West Monroe

Build products that your customers love Leveraging our latest Digital Disconnect research of 700 C-suite executives and 5,000 consumers, we’ll tell you how your product and customer capabilities compare to your industry leaders and how they align to what your consumers want. Are you leveraging AI the same way your competitors are? Are you ahead or behind your peers?

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Gainsight’s Pulse Conference Returns to Its Roots: Meet Us in St. Louis!

Gainsight

It’s time to roll out the red carpet and prepare for a change of scenery because Pulse is on the move! Brace yourselves for an exciting development as we bid farewell to the San Francisco backdrop and set our sights on the heartland of innovation – St. Louis! Why St. Louis, you ask? Well, let’s dive into the details of our grand relocation. 1.

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The Ultimate Guide to Driving SEO Rankings in 2024

DemandJump

You're done writing blog posts. You made sure you included all relevant keywords. You already added your meta tags and tweaked your titles. Now, you search for keywords you rank for. And your website is nowhere to be found! What’s up?

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Gainsight’s Pulse Conference Takes a Leap: Hello, St. Louis!

Gainsight

It’s time to roll out the red carpet and prepare for a change of scenery because Pulse is on the move! Brace yourselves for an exciting twist as we bid farewell to the iconic San Francisco backdrop and set our sights on the heartland of innovation – St. Louis! Why St. Louis, you ask? Well, let’s dive into the details of our grand relocation. 1.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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What Makes a Good Website in 2024?

DemandJump

Trends keep changing, and businesses need to know how to design their sites to maximize their ROI. The coming year will bring a lot of changes from both industry leaders and search engines on the best factors that contribute to good site design.

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How Much Does Inbound Call Center Cost

Magellan Solutions

Facing customer retention challenges, especially when you’re still getting the hang of things, is crucial. So, what’s the smart move for inexperienced businesses? Outsourcing their inbound call center services. But the question is, how much are you willing to spend for better customer service? Knowing the inbound call center cost allows your business to budget planning before you delegate some of your business operations to a call center.

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What Are the New SEO Trends for 2024?

DemandJump

Whether you are new to search engine optimization (SEO) or a seasoned veteran in the field, you’re probably reading this blog because you’ve heard having an SEO strategy is important to boost organic traffic to your website. No matter how familiar you are with SEO, you should make it a point to keep up with the latest trends to ensure that your SEO strategy for 2024 and beyond meets search engines’ standards.

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Earning rewards, not saving money: How to talk about Thermostat Demand Response

Uplight

How do we introduce energy load flexibility programs to customers in a clear, concise way? 50% of people have not heard of automatic or manual/behavioral demand response programs before, according to Uplight’s Voice of the Customer Survey 2023 and Uplight user research. So when a customer encounters information about thermostat demand response (DR) programs, it’s Read More The post Earning rewards, not saving money: How to talk about Thermostat Demand Response appeared first on Uplight.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Is SEO Still a Thing in 2024?

DemandJump

Having an effective SEO strategy is still the best way to reach a digital audience in 2024. Think about it this way: when you have a question, where do you turn to? Chances are, you start with a Google search. And, if you’re like 75% of other searchers, you stay on the first page of results.

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Top 8 Survey Tools for Intercom to Measure & Enhance Customer Experience

Zonka Feedback

The surge in live chat and steadfast email use has transformed customer engagement. Both mediums offer convenience, speed, and efficiency in customer interactions, presenting an invaluable opportunity: the seamless integration of surveys within these communication channels.

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How Do I Improve My SEO Rankings in 2024?

DemandJump

Search engine optimization (SEO) is a major part of the marketing strategies of most companies—or at least, it should be. But because it’s a forever-changing beast, there’s always a question about what SEO strategy is currently how you get to #1 on Google Search.