Wed.Sep 04, 2024

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Is Automating CX the Key to Customer Retention?

CSM Magazine

Carter Busse, CIO, Workato Dialling the number for a company call centre is unlikely to be your first choice of outreach nowadays, especially for younger generations, but many of us will remember when that was the only option. If you experienced an issue, you needed to ring the company’s helpline first. This often resulted in listening to hours, and I mean hours, of terrible hold music before finally being put through to a person to discuss the query.

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How Stoic Philosophy Can Help You Up Your Customer Experience Game

ECXO

How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? Yep, It Works. If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Let’s face it—customer experience isn’t always a walk in the park.

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Web of Science Research Assistant elevates discovery with responsible AI

Clarivate

The Web of Science Research Assistant, a generative AI-powered tool built with and for researchers, is now available to the global research community. After extensive collaboration and testing with the research community that began in December 2023, we are pleased to announce the global launch of the Web of Science Research Assistant. The research assistant combines the power of generative artificial intelligence (AI), the Web of Science knowledge graph and an all-new chat interface to provide r

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Effectively manage foundation models for generative AI applications with Amazon SageMaker Model Registry

AWS Machine Learning

Generative artificial intelligence (AI) foundation models (FMs) are gaining popularity with businesses due to their versatility and potential to address a variety of use cases. The true value of FMs is realized when they are adapted for domain specific data. Managing these models across the business and model lifecycle can introduce complexity. As FMs are adapted to different domains and data, operationalizing these pipelines becomes critical.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega

Adrian Swinscoe

Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.

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3 Tips for Creating a Seamless Holiday Shopping Experience

Interactions

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

Tips 62
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Opti-X Empowers Marketers to Create Personalized Experiences Customers Demand 

Optimove

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Opti-X helps brands deliver tailored messaging and experiences to meet the unique preferences, behaviors, and needs of each customer. Opti-X empowers brands to meet this demand by leveraging AI to analyze customer data and deliver real-time, personalized content. In this sense, the brand will know each customer’s “lane”—or the unique characteristics of their shopping journey, including their pr

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The First Forrester Wave™ Evaluation Of Revenue Orchestration Platforms Is Live

Forrester's Customer Insights

The Forrester Wave™: Revenue Orchestration Platforms, Q3 2024, provides a comprehensive market evaluation of the ROP category, highlighting how these platforms integrate sales engagement, conversation intelligence, and revenue operations to enhance frontline productivity and buyer interactions through AI capabilities.

Sales 40
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13 travel review sites to get more bookings and higher ratings

BirdEye

The travel bug is back in a big way! Though travelers are increasingly turning to online reviews for guidance, this trend presents a double-edged sword for travel and hospitality businesses. This is because positive reviews put the business’s reputation on a pedestal, and negative ones can leave a lasting dent. This comprehensive guide examines the 13 most influential travel review sites.

Travel 106
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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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15 Common B2B Customer Advisory Board Mistakes

Forrester's Customer Insights

Recently a client asked, “What are some common mistakes that vendors make when running partner or customer advisory boards?” They wanted to improve their advisory board experience and were looking for tactical help. Amy Bills and I collaborated to produce a list of common operational missteps, grouped into three categories.

B2B 37
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Accelerate growth with Instagram analytics : A complete guide 

BirdEye

Analytics can be a valuable beacon for your business growth if you know how to use it right. Instagram analytics is no different. One of the most popular social media platforms for businesses, the platform serves a ton of information at every marketer’s disposal. However, not everyone uses it to its maximum potential. This blog post uncovers everything you need about Instagram analytics—its benefits, tools to measure, and ways to tweak your social media strategy based on the insights.

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Key Insights And Recommendations From VMware Explore 2024

Forrester's Customer Insights

VMware Explore 2024 began with Broadcom CEO Hock Tan reannouncing a significant departure from the previous VMware direction (embracing hybrid cloud) to a singular focus on making private cloud a success. Much like hyperscalers deliver an integrated set of infrastructure services, Broadcom is targeting integrating compute, storage, and network resources.

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Build an ecommerce product recommendation chatbot with Amazon Bedrock Agents

AWS Machine Learning

Many ecommerce applications want to provide their users with a human-like chatbot that guides them to choose the best product as a gift for their loved ones or friends. To enhance the customer experience, the chatbot need to engage in a natural, conversational manner to understand the user’s preferences and requirements, such as the recipient’s gender, the occasion for the gift, and the desired product category.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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European Banks See A Drop In CX Quality – Mirroring Global Trends

Forrester's Customer Insights

In 2024, European banks joined other regions and industries to see a significant drop – a worrying sign with grave business implications.

Banking 40