Wed.Sep 20, 2023

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Mastering the Retail CX Landscape: A Deep Dive into NPS Trends

InMoment XI

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. Based on responses from over 32,000 consumers, we have uncovered invaluable insights that reveal how certain brands are performing.

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Train and deploy ML models in a multicloud environment using Amazon SageMaker

AWS Machine Learning

As customers accelerate their migrations to the cloud and transform their business, some find themselves in situations where they have to manage IT operations in a multicloud environment. For example, you might have acquired a company that was already running on a different cloud provider, or you may have a workload that generates value from unique capabilities provided by AWS.

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The Evolving Landscape of AI, Chatbots and LLMs

Cyara

In late July 2023, at the Unparsed Conference , Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry, conversational chatbot design, large language models (LLMs) and the prospective developments within this field.

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128: Ignite by Possibility

The DiJulius Group

Can you remember the last time you silenced your inner voice? This episode of The Customer Service Revolution invites you to a fascinating conversation with Bronkar Lee, whose journey from an overweight kid to a high-profile entertainer, performer, and motivational speaker is inspirational. Bronkar’s unique blend of music and circus entertainment, which has earned him.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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CX job of the week: Hearst UK

My Customer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

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“The Blob” Is Poisoning The Security Industry

Forrester's Customer Insights

In a 2016 New York Times Magazine profile of Ben Rhodes, President Obama’s then deputy national security adviser for strategic communications, Ben was quoted as calling the American foreign-policy establishment “the Blob.

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CX job of the week: Oxford University

My Customer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

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Navigate The Seas Of Developer Experience

Forrester's Customer Insights

In these stormy days, savvy business captains want to make sure all their employees are happy and productive. They also realize that good software is indispensable if you want to differentiate your business from the competition – and if you want exceptional software, you need a high-caliber crew to build it.

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5 Core Principles to Guide Business Leaders Through the AI Digital Transformation

2020 Research

As AI evolves and other technologies come into the landscape, your company’s guiding principles will likely change.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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The Good, The Bad, And The Ugly: The Role Of Trust In Insurance Fraud

Forrester's Customer Insights

Insurance fraud is a big—really big—business in the US. In 2022, insurance fraud across all insurance lines amounted to nearly $309 billion. That’s not too far behind tech giant Apple’s $394.3 billion in total sales in 2022. It says something when US insurance fraud costs rival the global sales of world’s most valuable company.

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5 Core Principles to Guide Business Leaders Through the AI Digital Transformation

2020 Research

As AI evolves and other technologies come into the landscape, your company’s guiding principles will likely change.

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Were Our Predictions For 2023 Correct?

Forrester's Customer Insights

We made bold calls for 2023. Did they come true? Discover the accuracy of Forrester's Predictions 2023. And get a first peek at what we'll cover in our 2024 predictions.

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Risk Mitigation in Key Account Management: How Playbooks Can Help

SmartKarrot

Navigating the complex waters of Key Account Management (KAM) is difficult. It’s like trying to walk on a tightrope while juggling multiple balls. So, how do we ensure that we don’t lose balance, or more importantly, retain and grow our most valuable customers? Enter: Playbooks. The simple but effective way to create consistent results. Part 1: Understanding the Essence of Risk Mitigation in KAM Risk?

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Forrester’s 2023 Enterprise Architecture Awards Winner And Finalists For APAC

Forrester's Customer Insights

Our APAC Enterprise Architecture Award winner and finalists show how great EA organizations drive internal and external value. Learn more.

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From Annoyance to Engagement: How to Combat Survey Fatigue?

SurveySensum

Let’s say you are a dedicated middle school teacher. One day, you receive an email from the school district’s administration asking you to complete a teacher feedback survey urgently. However, as you start the survey, you quickly realize it’s lengthy and time-consuming, estimated to take 30 minutes of your time. Now frustrated you rush through the survey, providing brief, incorrect answers, which ultimately diminishes the quality of her feedback.

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Forrester’s 2023 Technology Strategy Impact Awards Winner And Finalists For APAC

Forrester's Customer Insights

Congratulations to the winner and three finalists for Forrester’s Technology Strategy Impact Awards for the APAC region.

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5 Ways AI and Automation Can Improve Your QM Processes

Playvox

You can’t go a day (or maybe even an hour) without stumbling across the term “artificial intelligence” or “AI.” Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient?

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Secrets of a Successful Sale: Optimizing Your Checkout Process

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.

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New Research: Will AI Kill The Low-Code Market? 

Forrester's Customer Insights

The short answer: no. Our bet: AI will quickly evolve the low-code toolset and make the market grow faster.

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11 Ways Artificial Intelligence in Marketing Improves Your Business

BirdEye

Do you know you’re using AI without even realizing it? You rely on artificial intelligence when using Waze, Alexa, Siri, facial recognition for phone access, or even your e-mail spam filter. Think about how you interact with Amazon and Netflix’s personalized recommendations and content. Sephora uses it in its Visual Artist program, and smart companies use AI chatbots for customer experience.