ECXO

APRIL 29, 2024

he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Join us on May 15th, 2024, at 4 PM CET | 3 PM GMT | 7 AM PST. Subscribe here: [link] The European Customer Experience Organization (ECXO) is an Open Access CX professional business network: Become a member here: [link] Want to learn more about CX ROI?

ROI 64

ROI Customer Journeys Innovation Training 64

Alida

APRIL 29, 2024

Generative UX research is like being a detective. You're digging deep to understand why your users do what they do. You're looking for those "aha" moments that reveal what your customers really need. It's all about exploring and generating new ideas, not just testing what's already there. Let's dive into what generative UX research is, its value, and how you can leverage it to achieve your goals.

User Experience 130

User Experience Customers 130

CSM Magazine

APRIL 29, 2024

We all make mistakes. If anyone tells you they never a mistake, that’s a lie. More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is.

Airlines 104

Airlines Hotels Customers Training 104

AWS Machine Learning

APRIL 29, 2024

This is a guest post by Mark McQuade, Malikeh Ehghaghi, and Shamane Siri from Arcee. In recent years, large language models (LLMs) have gained attention for their effectiveness, leading various industries to adapt general LLMs to their data for improved results, making efficient training and hardware availability crucial. At Arcee , we focus primarily on enhancing the domain adaptation of LLMs in a client-centric manner.

Training 106

Training Case Study Comparison Innovation 106

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

The DiJulius Group

APRIL 29, 2024

Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own. A well-thought-out customer journey map will enable you to establish a signature. Read Full Article The post Customer Journey Map appeared first on The DiJulius Group.

Customer Journeys 94

Customer Journeys Customers Groups Examples 94

Thematic

APRIL 29, 2024

Around 2014, I was an AI consultant when several companies asked if I could help them use AI to save time analyzing open-ended survey responses. Since survey responses are traditionally coded by market researchers, I spoke to several of them about how AI can help. They all raised the same concern: I don’t want a black box! Fast forward 10 years, and the AI that most companies use today, is basically a black box.

Analysis 62

Analysis Feedback Survey System 62

Kapta Customer Success

APRIL 29, 2024

Account managers can easily identify cross-sell and upsell opportunities with a white space analysis to increase customer retention and growth. Here’s how.

Customer Retention 59

Customer Retention Analysis Customers Management 59

CX University

APRIL 29, 2024

Delivering exceptional customer experiences (CX) goes far beyond mere transactions. It requires a deep understanding of customer emotions and the ability to connect with them on a personal level. This is where emotional intelligence (EQ) emerges as a critical skill for CX professionals. Emotional intelligence, defined as the ability to recognize, understand, and manage one’s own emotions as well as the emotions of others, is the backbone of successful customer experiences.

Connections 52

Connections Call Center Solutions Call Center Loyalty 52

2020 Research

APRIL 29, 2024

The impact of the pandemic has been profound, giving rise to a group we refer to as Generation C(ovid). This unique cohort has been shaped by a tumultuous blend of global crises, rapid technological advancements, and significant societal shifts that unfolded during the pandemic. Their everyday lives have been undeniably altered, influencing how they make decisions, interact with others, and navigate the world around them.

Meeting 52

Meeting Analysis Groups Report 52

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

CSM Magazine

APRIL 29, 2024

Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds. Far from being merely a band-aid solution during challenging times, combining remote work with regular office environments is carving its path as an enduring setup beneficial to everyone involved. Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers.

Customer Experience 52

Customer Experience Meeting Study Customers 52

Forrester's Customer Insights

APRIL 29, 2024

Generative AI has topped the list of customer inquiries and conversations I have been having this year. No surprises there. Interestingly, at least half of them have been about AI in customer service and chatbots, virtual assistants and knowledge bots for customers, which seem top of mind for most customer service leaders.

Customer Service 28

Customer Service Chatbots Customers 28

CSM Magazine

APRIL 29, 2024

With the vast amount of data generated on social media platforms every second, harnessing this information effectively can be challenging. In this article, we’ll explore five key capabilities of BI that empower businesses to monitor social media conversations, analyze sentiment, conduct competitor analysis, create customized dashboards and reports, and integrate social media data with other sources for comprehensive analytics.

Social Media 52

Social Media Analytics Analysis CRM 52

Forrester's Customer Insights

APRIL 29, 2024

Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.

Trends 33

Trends Customer Experience Customers 33

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Customers

CSM Magazine

APRIL 29, 2024

You know, in this day and age, with all the craziness and uncertainty going on in the world, having the right communication tools in place can be an absolute lifesaver – both for businesses and the people who work for them. That’s where Emergency Communication and employee communication software come into play. Now, I get it; the idea of “emergency communication software” might sound a bit heavy, right?

Communication 52

Communication Software Employee Engagement Connections 52

Forrester's Customer Insights

APRIL 29, 2024

Devices like Apple’s Vision Pro use several technologies to mix the digital and physical worlds. One of them is computer vision (CV).

Technology 28

Technology Customers 28

AWS Machine Learning

APRIL 29, 2024

This is a guest post co-authored with Ville Tuulos (Co-founder and CEO) and Eddie Mattia (Data Scientist) of Outerbounds. To build a production-grade AI system today (for example, to do multilingual sentiment analysis of customer support conversations), what are the primary technical challenges? Historically, natural language processing (NLP) would be a primary research and development expense.

Training 104

Training System Resources Examples 104

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. It’s a fascinating tale of desire, aspiration, and constant innovation. So, grab a cup of your favorite beverage and get comfortable as we embark on this exploration!

Chatbots 86

Chatbots Technology Innovation Interaction 86

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

AWS Machine Learning

APRIL 29, 2024

This blog post is co-written with Pradeep Prabhakaran from Cohere. Today, we are excited to announce that Cohere Command R and R+ foundation models are available through Amazon SageMaker JumpStart to deploy and run inference. Command R/R+ are the state-of-the-art retrieval augmented generation (RAG)-optimized models designed to tackle enterprise-grade workloads.

Tools 89

Tools Examples Resources Interaction 89