InMoment XI

AUGUST 9, 2024

Think of your favorite clothing brand. Why is that brand your favorite? It is probably because you enjoy their clothes, but also because every time you buy something it is an easy, enjoyable process. The way you feel about that brand is because of the customer experience you have every time you make a purchase. The customer experience you have with a brand will cause you to be a lifelong customer, or never shop there again.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

AWS Machine Learning

AUGUST 9, 2024

This post is co-written by Kevin Plexico and Shakun Vohra from Deltek. Question and answering (Q&A) using documents is a commonly used application in various use cases like customer support chatbots, legal research assistants, and healthcare advisors. Retrieval Augmented Generation (RAG) has emerged as a leading method for using the power of large language models (LLMs) to interact with documents in natural language.

Government 124

Government Healthcare Knowledge Base Innovation 124

Beyond Philosophy

AUGUST 9, 2024

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.

Customer Experience 88

Customer Experience Banking Retail Customer Satisfaction 88

BirdEye

AUGUST 9, 2024

A business’s online presence and reputation are crucial for attracting customers. A strong online reputation directly impacts revenue, making it essential to choose the right provider. That is where platforms like Birdeye and Reputation step in. But which one to pick in the Birdeye vs. Reputation.com contest? For location-based businesses of all sizes, Birdeye’s AI-powered tools and all-in-one solutions for reputation, social media, and customer experience management make it the superior c

Comparison 59

Comparison Social Media Multi-Channel Survey 59

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Adrian Swinscoe

AUGUST 9, 2024

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.

Customer Focused 59

Customer Focused Customer Journeys Customer Engagement Culture 59

Help Scout

AUGUST 9, 2024

Help Scout’s team weighs in on what customer service really means. Explore how effective support drives product success, empowers customers, and showcases company values.

Customer Service 45

Customer Service Customers Company 45

Optimove

AUGUST 9, 2024

The CRM marketing solutions provider has announced partnerships with Captain Up and Gamanza Engage, two companies that specialize in gamification and player engagement platforms. As part of the deals, Optimove will bring its AI-orchestrated gamification capabilities to iGaming and sports betting operators that leverage its services. It aims to increase retention rates and deeper player engagement for Captain Up and Gamanza.

Gamification 40

Gamification Sports CRM Engagement 40