Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-

Knowledge Base 116

Knowledge Base Study Healthcare Travel 116

Brandwatch CX

FEBRUARY 29, 2024

Taylor Swift's marketing tactics have lead her to becoming the biggest singer on the planet right now. Here's what brands can learn from her methods.

Brands 104

Brands Marketing 104

Speaker: Shaunna Bruton and Kailey Holmes

Unlock the potential of customer data to create personalized retail experiences that resonate with your audience. This webinar will explore the critical role of customer data in modern retail, providing you with strategies to collect, analyze, and apply data to enhance personalization. Learn from leading retailers, like Harry Rosen, and experts on how to turn data into actionable insights that drive customer satisfaction and loyalty.

Retail

AWS Machine Learning

FEBRUARY 29, 2024

OpenSearch is a scalable, flexible, and extensible open source software suite for search, analytics, security monitoring, and observability applications, licensed under the Apache 2.0 license. Amazon OpenSearch Service is a fully managed service that makes it straightforward to deploy, scale, and operate OpenSearch in the AWS Cloud. OpenSearch uses a probabilistic ranking framework called BM-25 to calculate relevance scores.

e-support 93

e-support Resources Comparison Data 93

Brandwatch CX

FEBRUARY 29, 2024

Taylor Swift's marketing tactics have lead her to becoming the biggest singer on the planet right now. Here's what brands can learn from her methods.

Brands 96

Brands Marketing 96

Cyara

FEBRUARY 29, 2024

In the realm of customer service, ensuring absolute truthfulness can be a daunting task, even for human agents. We’re all subject to our moods and biases, which can sometimes lead to unavoidable mistruths. However, when it comes to technology, our expectations soar. We hold bots to a high standard, assuming they operate on a binary system of correctness.

System 76

System Technology Customer Service Chatbots 76

Clarivate

FEBRUARY 29, 2024

Around the world, college students are struggling post-pandemic. In the U.S. the national average score on the ACT college placement exam declined to its lowest point in 30 years. In the U.K., researchers are warning that higher ed students are facing increased pressures that significantly reduce their resilience. In the classroom, faculty are reporting high levels of absenteeism and low levels of engagement.

Government 75

Government Chatbots Resources Video 75

Thematic

FEBRUARY 29, 2024

Back in 1996, Doug Lebda struggled to manually compare mortgage offers while searching for a home in Pittsburg. It was a classic problem of battling to make a decision because it was difficult to access and compare information. He decided to create an online marketplace for loans to solve the problem. He formed Lendingtree. Over the last thirty years, Lendingtree has expanded from a marketplace for home lending to consumer lending and insurance too.

Marketing 62

Marketing Competitive Advantage Analysis Insurance 62

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Strategy

eGain Blogs

FEBRUARY 29, 2024

Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. As you look for modern AI-powered KM solutions to help you ride this wave and boost your career, why risk it with unproven startups or mega-vendors who will trap you into vendor lock-in and mu

CRM 72

CRM Innovation Customer Engagement Report 72

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management. Data security and management, as well as the volume and variety of data, are key challenges for market research agencies, and steps should be taken to protect sensitive data and improve data integrit

Trends 59

Trends Innovation Leadership Data 59

BirdEye

FEBRUARY 29, 2024

Real estate agents are more than gatekeepers of property transactions; they are the navigators of life’s most pivotal moments. Beyond just closing deals, they are critical in steering clients through significant life changes, a responsibility that demands trust and credibility. This crucial aspect of their role has been highlighted by recent findings from Birdeye’s “ State of Online Reviews 2024 ” study, which casts light on the growing influence of online reviews in establishing tha

Examples 59

Examples Trends Financial Communication 59

Zonka Feedback

FEBRUARY 29, 2024

The best way to know how your customers and stakeholders feel about your business, products, or services is to ask them. A good questionnaire can serve this purpose.

Survey 59

Survey How To Feedback Customers 59

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

West Monroe

FEBRUARY 29, 2024

In recent weeks, two significant cyberattacks have rocked the healthcare sector, underscoring the ever-present and evolving threat landscape facing healthcare providers. Providers often lag in cyber and operational resiliency due to underfunded and under-resourced cybersecurity programs, making them easy prey for cybercriminals. Lurie Children’s Hospital: Lurie’s was forced to take its systems offline due to a ransomware attack by the Rhysida group, affecting its operations and patie

Healthcare 52

Healthcare Hospitality e-support Exercises 52

CSM Magazine

FEBRUARY 29, 2024

Personalizing omnichannel experiences involves tailoring your interactions with customers across multiple channels to meet their unique needs and preferences. Here are some tips on how to personalize omnichannel experiences: 1. Collect customer data: Collect data on your customers such as their purchase history, preferences, and behavior across different channels.

Omni-Channel 52

Omni-Channel Connections Loyalty Programs Chatbots 52

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. It’s not just a saying, it’s a strategic imperative. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. Exceptional customer service is not just about addressing issues; it’s about creating a positive, enduring relationship with your users, ultimately helping to retain and attract a loyal customer base. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users.

Customer Service 52

Customer Service Self Service Exceptional Customer Service Roadmap 52

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ROI

SurveySparrow

FEBRUARY 29, 2024

Risk Assessment Questionnaires are structured tools that help organizations identify and manage risks. But what exactly are they, and how can you create one yourself? Let’s find out. What are Risk Assessment Questionnaires? Risk Assessment Questionnaires, or Third-Party Risk Assessment Questionnaires, are standardized questions designed to gather information about potential risks associated with a specific entity, such as a vendor, partner, or even a new employee.

Management 52

Management Effort Score Financial Measurement 52

Michel Falcon Experience

FEBRUARY 29, 2024

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Hospitality 78

Hospitality Industry Video Customer Retention 78

Forrester's Customer Insights

FEBRUARY 29, 2024

Read this Forrester blog for data insights on what digital payment methods consumers are using instead of credit cards and cash.

Consumers 58

Consumers Data Retail Trends 58

InMoment XI

FEBRUARY 29, 2024

Did you know that 46% of all internet searches have local intent? In order to capitalize on this, your business needs to be actively working on your local SEO. Local search engine optimization (SEO) is an effective strategy for driving traffic and revenue to businesses of all sizes, not just smaller local businesses. Local SEO is one of the most important factors in how your business ranks in Google Search, Maps, and more.

Tips 260

Tips Strategy Case Study Social Media 260

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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

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Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 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! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice.

Knowledge Base 208

Knowledge Base Customer Voice Feedback Touchpoint 208

AWS Machine Learning

FEBRUARY 29, 2024

AI’s growing influence in large organizations brings crucial challenges in managing AI platforms. These include developing a scalable and operationally efficient platform that adheres to organizational compliance and security standards. Amazon SageMaker Studio offers a comprehensive set of capabilities for machine learning (ML) practitioners and data scientists.

Self Service 102

Self Service Policies Transportation Analytics 102

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?

Customer Service 79

Customer Service Contact Center Chatbots Call Center 79

Kustomer

FEBRUARY 29, 2024

Gorgias is one of the leading help desk software options available on the market. Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. One of Gorgias’s greatest assets is its robust integration with the e-commerce platform Shopify.

e-support 52

e-support Feedback Multi-Channel Self Service 52

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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