Horizon CX
JUNE 5, 2023
Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.
MyCustomer
JUNE 5, 2023
In his latest article on customer loyalty, John Aves of CP2 Experience outlines the bad behaviours that businesses must avoid if they want to attract and retain loyal customers.
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The DiJulius Group
JUNE 5, 2023
There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.
ShepHyken
JUNE 5, 2023
Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
AirVote
JUNE 5, 2023
What you get when you integrate your AirVote with ServiceCore AirVote’s green QR smiley will become the serial number barcode of the unit. Every time your driver scans it with the ServiceCore mobile app, ServiceCore will find that unit to set the unit’s location or log service jobs. All real-time responses from the users will include the asset information from your ServiceCore system (customer, rental, location, last service job).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Middlesex Consulting
JUNE 5, 2023
Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.
AWS Machine Learning
JUNE 5, 2023
This post is co-written with Philipp Schmid from Hugging Face. We have all heard about the progress being made in the field of large language models (LLMs) and the ever-growing number of problem sets where LLMs are providing valuable insights. Large models, when trained over massive datasets and several tasks, are also able to generalize well over tasks that they aren’t trained specifically for.
Thematic
JUNE 5, 2023
We're excited to expand our generative AI-powered features to further improve your feedback analysis experience! Users want an easy way to summarize their data across the board, to instantly understand how and why their score has changed, or what customers are requesting the most. This is exactly what Theme Summarizer does for any selected theme or sub-theme in the Analysis tools.
AWS Machine Learning
JUNE 5, 2023
Amazon SageMaker Automatic Model Tuning has introduced Autotune, a new feature to automatically choose hyperparameters on your behalf. This provides an accelerated and more efficient way to find hyperparameter ranges, and can provide significant optimized budget and time management for your automatic model tuning jobs. In this post, we discuss this new capability and some of the benefits it brings.
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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.
SAP Customer Experience
JUNE 5, 2023
Dear SAP Community! I’m back writing about some SAP CX Product Learning news! Did you know that we offer 14 different training courses and more than 20 elearnings? What if I tell you we offer currently about 25 live session where you can interact with an expert trainer? Other learning.
AWS Machine Learning
JUNE 5, 2023
This post is co-written with Philipp Schmid and Jeff Boudier from Hugging Face. Today, as part of Amazon Web Services’ partnership with Hugging Face, we are excited to announce the release of a new Hugging Face Deep Learning Container (DLC) for inference with Large Language Models (LLMs). This new Hugging Face LLM DLC is powered by Text Generation Inference (TGI), an open source, purpose-built solution for deploying and serving Large Language Models.
Helen Dewdney
JUNE 5, 2023
Lucy Jeffrey founder of Bare Kind Lucy Jeffrey is the founder of Bare Kind. She is 28 years old and lives in London. Lucy started her company in 2018 when she decided she didn’t want her corporate bank job to be her lasting legacy to to world. Since incorporating the company, Lucy has grown Bare Kind to what you are seeing today – bamboo socks that save the lives of endangered animals all around the world!
AWS Machine Learning
JUNE 5, 2023
Data is the foundation for machine learning (ML) algorithms. One of the most common formats for storing large amounts of data is Apache Parquet due to its compact and highly efficient format. This means that business analysts who want to extract insights from the large volumes of data in their data warehouse must frequently use data stored in Parquet.
Advertiser: ZoomInfo
Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.
Clarivate
JUNE 5, 2023
Research administrators provide real-world recommendations on optimizing limited submission opportunities in the U.S. The number of new U.S. government limited submissions has nearly doubled over the last three years and now make up between 16% and 20% of all U.S. government funding opportunities, according to data from Pivot-RP ®. These limited submission opportunities, which restrict the number of submissions a single institution can submit, are also becoming more complex and are often confine
West Monroe
JUNE 5, 2023
Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" on Spreaker. About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.
NobelBiz
JUNE 5, 2023
Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. When effectively executed, it can boost sales, increase profits, and lead to significant business growth. However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them.
Kapta Customer Success
JUNE 5, 2023
Key accounts are the lifeblood of your business. Losing even one of these VIP clients can be a huge blow to your business. Although you’d prefer to retain key accounts forever, it’s impossible to have a churn rate of zero.
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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.
Waypoint Group
JUNE 5, 2023
Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. Internal coalitions are more important than ever, as a full 54% of CS professionals report being remote full-time. You NEED Product, Services, Support, Sales, Marketing etc. to drive the right initiatives that drive the right improvements for customers.
Maru Group
JUNE 5, 2023
By Steve Brockway Maru/Matchbox | June 2023 Air travel has had its challenges over the last three years; airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers.
2020 Research
JUNE 5, 2023
Key Takeaways: Sampling techniques in qualitative research include purposive, convenience, snowball, and theoretical sampling. Choosing the right sampling technique significantly impacts the accuracy and reliability of the research results. It’s crucial to consider the potential impact on the bias, sample diversity, and generalizability when choosing a sampling technique for your qualitative research.
Blueshift
JUNE 5, 2023
In this blog, we will review key areas that you should double-check when setting up your organization’s email marketing campaigns (you may also refer to our Email Dos and Don’ts blog). While it may be tempting to rush through the content creation process, this stage is pivotal as it represents the culmination of all your efforts with your subscribers.
Advertiser: ZoomInfo
Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.
AirVote
JUNE 5, 2023
What you get when you integrate your AirVote with HelloTracks When you scan AirVote QR for your service, delivery, and pickup jobs. AirVote will update your location and the GPS in HelloTracks. All real-time responses from the users will show the last service information, including the date, pictures, and any notes. Here is an example of an alert you would receive if your AirVote and HelloTracks are integrated: Steps to integrate your AirVote with your HelloTracks You need: To be a user of Hello
Hello Customer
JUNE 5, 2023
Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.
MyCustomer
JUNE 5, 2023
With one week left to enter CX Leader of the Year 2023, now is your chance to share how you and your CX colleagues have impacted your organisation.
Forrester's Customer Insights
JUNE 5, 2023
The tide of COVID-19 has finally receded. As Asia’s economies repopulate the global economic shoreline, they find the beach littered with new opportunities and new threats. Not even half a year in, 2023 already feels like a pivotal year between two eras of digitization.
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p
SmartKarrot
JUNE 5, 2023
Role: Customer Success Lead Location: San Francisco, CA, United States (On-site) Organization: Vooma As a Customer Success Lead, you’ll take ownership of the entire customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction. Develop connections to serve as a reliable and strategic advisor to assist maintain the value of Vooma’s goods and services.
Forrester's Customer Insights
JUNE 5, 2023
We’re excited to announce our latest research on vulnerability risk management (VRM) and security operations center (SOC) teams. VRM and SOC teams are pivotal parts of the security organization, with different responsibilities but shared challenges.
ShepHyken
JUNE 5, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.
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