Seaton CX

FEBRUARY 7, 2024

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. Often, those stakeholders haven’t been exposed to journey mapping and that leads to misunderstandings. “We’ve got three other teams in here doing process mapping,” an IT Manager told me, “I don’t know why we need you.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

InMoment XI

FEBRUARY 7, 2024

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. So much time locked inside caused a massive correction. Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty.

Hotels 195

Hotels Guest Experience Travel Social Media 195

AWS Machine Learning

FEBRUARY 7, 2024

In the first post of this three-part series, we presented a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. In the second post , we discussed an approach to develop a deep learning-based computer vision model to detect and highlight forged images in mortgage underwriting.

Training 135

Training Examples Data Financial 135

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness. However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX).

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.

Roadmap

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.

B2C 78

B2C Customer Service Training Hospitality Training 78

2020 Research

FEBRUARY 7, 2024

Key Factors to Consider When Selecting a Recruitment Method Discover which approach is right for you ​In this Article: Traditional Screener Writing Why It’s Time for a Change How to Improve Your Screeners Dos and Don’ts of Crafting Modern, Effective Screeners Sometimes, the most basic life lessons are the most impactful. Yet somehow, they can also be the easiest to overlook.

Tips 59

Tips Conference Industry Survey 59

Zonka Feedback

FEBRUARY 7, 2024

Understand the intent behind customer feedback to derive valuable insights and take instant actions with Zonka Feedback's intent analysis functionality.

Analysis 59

Analysis Feedback Customers Management 59

The DiJulius Group

FEBRUARY 7, 2024

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt’s journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients.

Customer Experience Design 59

Customer Experience Design Healthcare Customer Experience Exceptional Customer Service 59

Help Scout

FEBRUARY 7, 2024

In a competitive field like customer service, a great cover letter can help you stand out from the crowd. Check out these examples and tips for writing one of your own.

Examples 53

Examples Tips Customer Service Customers 53

Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

Sales

Strativity

FEBRUARY 7, 2024

Examine AI’s recent surge, the complexities of the human-AI relationship and the Material Center for Human Understanding’s approach to ethical, balanced AI integration.

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Circular Edge

FEBRUARY 7, 2024

Q&A with Parag Shah on Supply Chain Automation in the Food & Beverage Industry The food and beverage industry is changing rapidly, driven by market trends and new challenges. Leading F&B companies are investing in automation to address these challenges, gain a competitive advantage and set the foundation for a future-ready supply chain. Join this Q&A session with industry expert Parag Shah to gain valuable insights on optimizing supply chain processes and technology and scaling a

Industry 52

Industry Competitive Advantage Consumers Trends 52

Strativity

FEBRUARY 7, 2024

Examine AI’s recent surge, the complexities of the human-AI relationship and the Material Center for Human Understanding’s approach to ethical, balanced AI integration.

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Circular Edge

FEBRUARY 7, 2024

Journey to the Cloud – From Concept to Adoption Join live: Wednesday, February 28, 1pm Eastern Cloud has become an integral part of many organizations’ digital transformation ambitions. It’s more than just a technical change however; it involves changes to multiple business departments and critical processes. When defining your Cloud strategy and where to start, it’s important to consider the entire journey – from concept to adoption.

Case Study 52

Case Study Study Strategy 52

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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

Case Study

SurveySensum

FEBRUARY 7, 2024

In a world flooded with information and shrinking attention spans, grabbing your audience’s attention requires more than just catchy intros—it demands building a deep emotional connection. The key to winning the engagement battle? – Forging emotional bonds. Motista reveals a significant trend: a remarkable 71% of individuals recommend a brand influenced by the emotions it triggers in them.

Connections 52

Connections Social Media Survey Entertainment 52

Circular Edge

FEBRUARY 7, 2024

Preparing for Your Next JDE Upgrade Considering a JDE upgrade to take advantage of new features and functionality?

System 52

System Strategy Management 52

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. Zenarate, a leading provider of AI Simulation Training for customer-facing agents, today announced Call Insights, furthering the powerful intelligence available through its AI Coach Call Analyzer solution.

Training 52

Training Trends Contact Center Analysis 52

Circular Edge

FEBRUARY 7, 2024

Journey to the Cloud – From Concept to Adoption Join live: Wednesday, February 28, 1pm Eastern Cloud has become an integral part of many organizations’ digital transformation ambitions. It’s more than just a technical change however; it involves changes to multiple business departments and critical processes. When defining your Cloud strategy and where to start, it’s important to consider the entire journey – from concept to adoption.

Case Study 52

Case Study Study Strategy 52

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Roadmap

Gainsight

FEBRUARY 7, 2024

In the fast-paced world of Customer Success , staying ahead of the curve is non-negotiable. That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. But what exactly does this mean, and why should you care? Let’s break it down. G2 Scores: The Ultimate Measure of Excellence Before we dive into the specifics, let’s talk about G2 scores.

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Report Roadmap Innovation Software 52

Circular Edge

FEBRUARY 7, 2024

Preparing for Your Next JDE Upgrade Join live: Thursday, February 22, 2pm Eastern Considering a JDE upgrade to take advantage of new features and functionality?

System 52

System Strategy 52

Brandwatch CX

FEBRUARY 7, 2024

Unlock the power of digital consumer insights.

Consumers 52

Consumers Data Marketing How To 52

CSM Magazine

FEBRUARY 7, 2024

JBC Industrial Services, the industrial boiler and burner service and maintenance provider, has rolled-out an integrated mobile workforce and enterprise resource planning (ERP) system. JBC’s engineers have been equipped with tablets as part of digital transformation of field services using a system from BigChange. Now full integration between BigChange and SAP B1 has eliminated manual data entry work, saving JBC 8-man days a week.

Industry 52

Industry Customer Relationship Management CRM System 52

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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

Contact Center

2020 Research

FEBRUARY 7, 2024

Every year, as the clock strikes midnight on Dec. 31, millions of people around the world embrace the tradition of setting New Year’s resolutions. These goals represent a fresh start, a chance to improve ourselves and make positive changes in our lives. But do these resolutions truly lead to lasting change? A recent omnibus survey conducted by Sago delved deep into the minds of respondents from the US, UK, and Canada to uncover their thoughts, feelings, and habits when it comes to New Year

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Survey 52

CSM Magazine

FEBRUARY 7, 2024

The Busby Girls Football Club is taking advantage of artificial intelligence (AI) and data analytics to take their game to the next level. In a new sponsorship agreement with Sabio Group, the digital experience transformation services specialist, Busby has invested in innovative Veo camera technology to help analyse and improve player performance. “We are extremely grateful to Sabio for their generous sponsorship,” said Gary Dickson, Head of Women & Girls Division at Busby Girls

Sports 52

Sports Innovation Analytics Groups 52

SurveySparrow

FEBRUARY 7, 2024

Net promoter score is crucial for measuring patient satisfaction and loyalty in the healthcare industry. Did you know that a large chunk of Google searches are health-related ? Among them, a huge section makes health decisions based on reviews and recommendations! Do you see the power of advocacy? Out of the world! Right? This is precisely why this topic needed a blog!

Net Promoter Score 52

Net Promoter Score Healthcare NPS Effort Score 52

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Tina Cartwright and Nicole Regensburg join the Group with extensive experience and knowledge of the CX technology and vendor eco-system. Tina will be responsible for managing key Sabio partnerships with Avaya, Verint, Microsoft and Google.

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Groups Leadership Sales Customer Journeys 52

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

SurveySensum

FEBRUARY 7, 2024

Ask the right questions to the customers at the right touchpoint. – Well, I’ve always emphasized it. Otherwise, the feedback may lose its authenticity. Gathering customer feedback strategically is crucial for understanding their pain points. However, companies often grapple with determining the optimal timing for survey distribution across the customer journey.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint Retail 52

CSM Magazine

FEBRUARY 7, 2024

Imagine you’re a working professional in the bustling world of business, engineering, or technology. You have a stable job, but you know that to climb up the career ladder, you need something extra—an edge that sets you apart from your peers. That’s where the concept of continuing education comes into play. Especially in the dynamic field of operations management, pursuing an online masters in operations management can be that critical lever that catapults your career to new height

Case Study 52

Case Study Course Study Customer Satisfaction 52

Help Scout

FEBRUARY 7, 2024

Feeling overwhelmed in the queue? Help desk automation can help! When done well, automating certain tasks can give customers a better experience and reduce the stress on your team.

Customer Experience 49

Customer Experience Customers 49