Fri.Dec 23, 2022

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Is it time to talk about a more sustainable approach to serving our customers?

Adrian Swinscoe

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]. The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe.

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Customer Engagement Predictions: Marketers Will Rock 2023 as Data Artists

Blueshift

In 2023, marketers will use AI to unlock creativity and personalization. In the past, AI was owned by data scientists, but now marketers can easily access and use AI. In 2023, marketers are the data artists, combining creativity with data and AI, for intelligent customer engagement. Let’s dive into four key areas that will drive customer engagement in the coming months. .

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6 Ways to Translate Company Values into Employee Engagement

COPC

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. . We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff.

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Give Your Insurance Agents the Gift of Premium Support

SaleMove

Insurance carriers using Digital Customer Service are seeing increased agent portal adoption, fewer phone calls, and better agent satisfaction, and loyalty. The post Give Your Insurance Agents the Gift of Premium Support appeared first on Glia Blog | Digital Customer Service Explained.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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How to redact PII data in conversation transcripts

AWS Machine Learning

Customer service interactions often contain personally identifiable information (PII) such as names, phone numbers, and dates of birth. As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. However, the presence of PII information often restricts the use of this data.

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Feedback Fatigue: 5 Ways to Ease the Stress

Opinionator

Feedback fatigue is a common phenomenon where individuals feel overwhelmed from excessive negative feedback by their employer and eventually become disengaged or apathetic to it. It can be caused by too much feedback, too often, in a short period of time, or negative feedback that is irrelevant or lacks context. People need time to assimilate […].

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Sales Kickoff Meeting: CSOs Must Do These Four Things Well

Forrester's Customer Insights

During the next round of sales kickoff (SKO) meetings, sellers will seek answers to probing questions. Will there be shortfalls, layoffs, and reorganizations? Better products, achievable quotas, and more support? CSOs/CROs, together with sales enablement leaders, must address these questions and emotions. They must also use their budgets creatively to drive the agenda and energy […].

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No, March Isn’t Toilet Paper And Pasta Month

Forrester's Customer Insights

Historical data collected during the pandemic might suggest UK consumers buy their annual supply of toilet paper and pasta in March. Today that information remains in companies’ insights and marketing databases alongside data that predicts buyer behaviours. The same applies to B2B data both in terms of areas where sales grew and declined. The question is which behaviours are part of a trend and which are simply anomalies and what can B2B marketing leaders do to ensure they don't sleepwalk into m

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Data Quality Is For Life, Not Just For The Holidays

Forrester's Customer Insights

Marketing data quality maintenance is an on-going activity, not something that can be carried out every so often and then forgotten.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper