Mon.Apr 01, 2024

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Organizational Growth Through CX Maturity

Horizon CX

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity.

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What’s New at TechSee in Q1 2024 


TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.


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35 post-event survey questions to ask for event feedback


Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend.

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AI is Replacing Employees; Will it Create an Employer’s Market?

The DiJulius Group

Effectively, AI is Replacing Employees AI Tool that Does the Work of 700 Full-Time Employees In a Forbes article, Klarna’s New AI Tool Does The Work Of 700 Customer Service Reps. A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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The Hidden Impact of Investing in Customers


This is a guest post by Todd Busler, CEO of Champify. When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. This is a missed opportunity. TrustRadius found that 72% of buyers use their past experiences to inform their buying decisions.

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Top 5 Customer Service & CX Articles for Week of April 1, 2024


Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

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Three effective strategies for improving customer onboarding with AI


AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI.

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How Account Managers Can Master Difficult Conversations

Kapta Customer Success

Customer engagement is a high-stakes venture. Account managers are tasked with protecting and growing revenue while driving customer outcomes and maximizing customer lifetime value. That’s a tall order, especially when you consider the various roles and personality types involved. As market and economic conditions create the demand for businesses to do more with less.

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Technology is Great. Until It Isn't.

Innovative CX

We’re in love with technology until it fails us. New technologies like AI and CHATGPT combined with established ones like, CRM, IVR, WFM, CHAT, and TEXT among many others, help manage contact centers and create better customer experiences. At least, that’s what we hope technology will do for us and our customers. Too often, even the finest of technological advancements can fail and cause undo anxiety for our organizations and our customers.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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What is Managed IT Support and Services?

Magellan Solutions

Technology is the backbone of modern business, but keeping up with IT demands can be overwhelming. Are you tired of wrestling with computer issues, security threats, and system failures? Managed IT support and services can be the solution to alleviate those technology headaches by handing them over to the experts. Research reveals that businesses can reap substantial benefits from successfully deploying Managed IT Support and Services, including IT cost reductions of 25-45% and operational effic

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Tales of a ham-fisted service-to-sales debacle

Think Customers

Frantic. There’s no better word to describe the moment you realize you’ve lost your phone. Especially if you’re among the 70% of us who have experienced nomophobia , the anxiety triggered by separation from your phone. Being without a phone is so stress-inducing, that 23% of us would rather hold a tarantula and 14% prefer swimming with sharks over being phone-free, according to a survey by Sky Mobile, a U.K. mobile network provider.

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First Contact: Stories of the Call Center Podcast Wins Prestigious TMCnet Tech Podcast Award 2023


We are overjoyed to inform that our business has just received G2 badges in the Fall report ! We are extremely proud of this recognition, which is a testament to our dedication to offering our clients top-notch goods and services. We would like to take this chance to thank each and every one of our clients who cast a vote for us in the G2 Fall report.

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7 Proven Methods For Establishing A Trustworthy Startup Brand


Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

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11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Your Cloud Strategy Is Now Your AI Strategy, Too

Forrester's Customer Insights

Corporate cloud strategies that yesterday centered on the unglamorous transition of legacy apps from out of the data center, along with some new cloud-native apps, must now incorporate transformative technologies with radically different value propositions — all without breaking the IT budget.

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The rise of the position-less marketer


NBA star basketball player LeBron James famously declared, “I’m not a point guard, shooting guard, small forward, or power forward. I’m a basketball player.” This sentiment reflects a trend towards versatility in a sport. These are position-less players. Position-less was displayed by Jauan Jennings of the San Francisco 49ers in the 2024 Super Bowl.

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One Year Since Bud Light’s Marketing Blunder: What Did We Learn?

Forrester's Customer Insights

Yes, hindsight is 20/20. As we reach the anniversary of Bud Light’s marketing blunder, we’ve taken a look back into what really happened to fuel the iconic brand’s crisis. In the year following Bud Light’s cancellation, the company faced material backlash from both the LGBTQIA+ and conservative communities for their transgression of core brand values.

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Customer Success Manager: A Career Road Map

Help Scout

Your guide to the customer success manager role with insights into responsibilities, career trajectories, and salary expectations.

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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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AI Will Transform Customer Service Interactions As A Collaborative Partner

Forrester's Customer Insights

Enterprise customer service solutions support customers over a breadth of channels, and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.

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Scale LLMs with PyTorch 2.0 FSDP on Amazon EKS – Part 2

AWS Machine Learning

This is a guest post co-written with Meta’s PyTorch team and is a continuation of Part 1 of this series, where we demonstrate the performance and ease of running PyTorch 2.0 on AWS. Machine learning (ML) research has proven that large language models (LLMs) trained with significantly large datasets result in better model quality. In the last few years, the size of current generation models has increased significantly, and they require modern tools and infrastructure to be trained efficiently and

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Your Time To Shine: B2B Summit EMEA Award Submissions Are Open

Forrester's Customer Insights

EMEA B2B companies: If you have a cross-functional alignment success story or have achieved exceptional results within a single function, we want to hear from you. Learn more about Forrester’s B2B Summit EMEA Awards.

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Call For Entries: Forrester APAC B2B Marketing Awards 2024

Forrester's Customer Insights

APAC B2B companies: If you have a cross-functional alignment success story or have achieved exceptional results from a single function, we want to hear from you. Learn more about our B2B Summit APAC awards.

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10 Questions to Ask Before Buying an LMS

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.