Tue.Feb 06, 2024

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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl

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Product News – January 2024

Lumoa

Lumoa Product News for January 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback!

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[Experience Action Podcast] Right and Wrong Ways to Use AI in CX

Experience Investigators by 360Connext

Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We’re traversing the fine line between the innovative prowess of AI and the essential need for empathy in customer service. Get ready to unlock the secrets of AI that don’t just streamline processes but fundamentally enhance the quality of customer interactions.

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AI in CX Automation: It’s Not All or Nothing

TechSee

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale.

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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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Gamification in Higher Education: Tapping into Student Motivation and Engagement

Comm100

Gamification is quickly becoming part of our everyday lives. From fitness apps that turn exercise into a game to work environments that use game-like rewards, this concept is everywhere and still spreading its wings. In fact, the global gamification market size is projected to surpass $116.68 billion by 2032. It’s also changing how we learn, especially in schools and colleges.

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Accenture creates a regulatory document authoring solution using AWS generative AI services

AWS Machine Learning

This post is co-written with Ilan Geller, Shuyu Yang and Richa Gupta from Accenture. Bringing innovative new pharmaceuticals drugs to market is a long and stringent process. Companies face complex regulations and extensive approval requirements from governing bodies like the US Food and Drug Administration (FDA). A key part of the submission process is authoring regulatory documents like the Common Technical Document (CTD), a comprehensive standard formatted document for submitting applications,

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Evolution of Quality Management: From Compliance to Customer-Centric

Playvox

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement.

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Rip the Band-Aid Off Communication

ShepHyken

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Her story is an interesting one.

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Deploy large language models for a healthtech use case on Amazon SageMaker

AWS Machine Learning

In 2021, the pharmaceutical industry generated $550 billion in US revenue. Pharmaceutical companies sell a variety of different, often novel, drugs on the market, where sometimes unintended but serious adverse events can occur. These events can be reported anywhere, from hospitals or at home, and must be responsibly and efficiently monitored. Traditional manual processing of adverse events is made challenging by the increasing amount of health data and costs.

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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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The Benefits of Having Human Customer Service Representatives in the Shipping Industry

CSM Magazine

AI-powered chatbots have made significant progress in customer service over the years. However, there is still a lot of room for improvement, especially in the shipping and logistics industry. This was highlighted by the recent DPD chatbot incident where a malfunctioning chatbot received a lot of negative media attention. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

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Navigating the SMS Landscape: Compliance, Strategy, and Innovation

NobelBiz

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

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The Voice User Interface: Redefining Customer Interactions

Cyara

Voice user interfaces (VUIs), voice search, and other voice-based user experience (UX) technologies are reshaping our world and revolutionizing how we interact.

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How many customer support agents do I need on live chat?

Provide Support

To find out how many customer support agents you need for live chat you need to make thorough analysis of your customer service needs and audience.

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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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What Does EV Charging Data Tell Us About TOU Program Effectiveness?

Uplight

As electric vehicle (EV) adoption rapidly expands and more EVs connect to the electricity grid to charge, understanding EV charging behavior and user trends will be important for energy providers. Specifically, the timing of this new load due to EVs will be important for mitigating grid impacts. This is especially true for residential charging since Read More The post What Does EV Charging Data Tell Us About TOU Program Effectiveness?

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AI in Call Centers: Benefits, Trends, and Solutions

Helpware

Always quick to adopt new technologies, the call center industry rapidly accepted changes by using call center artificial intelligence solutions in their CS processes. This includes everything from managing simple inquiries to assisting agents in tackling complex issues, underlining the role of artificial intelligence for call centers.

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7 Reasons iGaming Operators are The World’s Most Sophisticated Marketers

Optimove

Learn what you need to evolve as a marketer with our advanced guide Download Now Why it Matters: Understanding the marketing strategies employed by iGaming operators provides invaluable insights for marketers and business leaders across the globe. Marketers can stay ahead of the curve in an ever-evolving digital landscape with these cutting-edge practices.

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The Role of Video Thumbnails in Customer Engagement: Tips and Best Practices

CSM Magazine

In the digital age, where content is king, the gatekeeper to any kingdom of information is often a simple, yet powerful visual cue: the video thumbnail. This seemingly small element of your video content strategy influences viewer behavior, draws attention, and ultimately determines whether your content gets the engagement it deserves. In this exploration, we delve into the crucial role of video thumbnails in customer engagement, offering insights and practical advice on how to harness their pot

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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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February 2024 Atlas Highlights

Lithium

  Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

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Boost Stadiums with Oracle EPM: Elevate Fan Experience and Ops

CSM Magazine

In the high-stakes world of sports and entertainment, the right technology can turn game day into an unforgettable experience. That’s where Oracle EPM comes in, transforming stadium operations with the precision and agility needed to score big with fans and stakeholders alike. Oracle’s integrated applications break down data silos, allowing finance and operational teams to collaborate like never before.

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Everything You Need to Know About Cancellation Surveys

SurveySensum

Well, this has been a challenge faced by many companies. After putting so much effort into getting them onboard, they leave. Yes, this hurts like a breakup! But fret not; there is one thing you can do! Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. So, what is a cancellation survey?

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Rebuilding Company Culture with Text Analytics

Keatext

The integration of text analytics in the employee feedback loop is how HR leaders can rebuild company culture in the wake of the pandemic.

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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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4 Tactics for Building a Culture of Improvement in Your Contact Center Team | AmplifAI

Amplifai Coaching Category

A daily gameplan has been created to help others lead like the best, based on the actions of top talent from the previous year. The plan includes activities such as coaching, recognition, sharing best practices, and having fun with the team, and aims to show that focused, consistent action creates results.

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Super Bowl LVIII: Ratings, Rivalry, Love, And Advertising

Forrester's Customer Insights

$5.6 million. $6.5 million. $7.2 million. As the price of a 30-second Super Bowl spot increases roughly 10% annually, brands and marketers question the value of the media and production costs to show up in advertising’s premiere showcase.

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Understanding the Importance of Social Media Marketing

InMoment XI

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. According to research: 47% of consumers reach out to brands on social because they have a product or service question.

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Were Our 2023 Cloud Predictions Correct?

Forrester's Customer Insights

It's time to take a look back and score our 2023 cloud predictions. Find out where we accurately predicted cloud trends and where we missed the mark for cloud in 2023.

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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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Revolutionizing Customer Success in 2024: How AI is Changing the Game

SmartKarrot

Introduction Customer success evolves every day, and it is advantageous to stay ahead of the curve. As a Customer Success leader in 2024, navigating the dynamic realm of customer satisfaction requires embracing innovative technologies. Artificial Intelligence (AI) is reshaping the way businesses approach customer success. In this article, we’ll explore the transformative impact AI can have on customer success and how it is revolutionizing the industry. 1.

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TIER: Use Forrester’s Tech Insights And Econometric Research To Navigate 2024 Successfully

Forrester's Customer Insights

We’re only a month into 2024, and the business landscape remains volatile. The market is rife with tension as tech layoffs and organizational restructuring remain frequent. Regardless, tech leaders at these organizations are expected to adopt new technologies and maintain differentiation in the market, all while grappling with a shortage of skilled talent.

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The 10 Best Enterprise Help Desk Software: 2024 SaaS Buyer’s Guide

Kustomer

If you’re a CX leader running an enterprise-level organization, you need help desk software that goes beyond just automating basic support processes and managing tickets. Among literally hundreds of things to consider, your business needs to factor in cost, scalability, integration and deployment options, as well as long-term value. So, how do you figure out which enterprise help desk software is the right option?