Wed.Sep 21, 2022

How to build a durable growth engine with Digital Customer Success


There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. .

How to Overcome Declining Survey Response Rates

InMoment XI

Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive.

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CX Annuities Solve CX ROI & Tenure Dilemmas


CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience.

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Three Powerful and Easy Ways to Gain Employee Trust

Shep Hyken

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so.

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Enable intelligent decision-making with Amazon SageMaker Canvas and Amazon QuickSight

AWS Machine Learning

Every company, regardless of its size, wants to deliver the best products and services to its customers. To achieve this, companies want to understand industry trends and customer behavior, and optimize internal processes and data analyses on a routine basis.

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Why More Companies are Using Participant-Focused Research To Make Strategic Moves

2020 Research

To better reach your target audiences consistently, let your understanding of their thoughts and behaviors drive your decisions. That’s why qualitative research and quantitative research are such crucial parts of any good business plan, but the way you complete that research is transforming.

Announcing The Finalists For The Enterprise Architecture Awards In Asia Pacific

Forrester Digital Transformation

Enterprise architecture (EA) is a strategic capability for many Forrester clients. It is essential that EA in all its permutations be results-oriented, pragmatic, and practical to remain relevant.

Three Steps to Excellent CX: Measure, Manage, and Improve

Daniel Group

Three Steps to Excellent CX: Measure, Manage, and Improve. Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ!

How America’s Award-Winning Healthcare agency Implemented Kommunicate’s Chatbot to Automate 86% of customer conversations 


Last Updated on September 21, 2022 One of America’s biggest healthcare agencies automated more than 80% of their incoming conversations, and here’s how team Kommunicate helped them do it. FCB Health NewYork is part of the FCB Network of companies, giving marketing solutions to healthcare companies.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

10 Reasons Why You Should Use Video Ads to 10 X Your Customer Service

CSM Magazine

You know how important customer service is for your business. It’s the make or break for many companies. Being customer-centric means never letting any question from your customer go unanswered or any email not responded to.

JDE Revenue Recognition Simplified

Circular Edge

JDE Revenue Recognition Simplified. Demo: Thursday, November 3 | 2 pm Eastern. Challenged with manual, labor-intensive and error-prone revenue recognition processes? Looking to better understand how E1 can help automate and simplify accounting requirements?

How to Calculate Your Chatbot ROI

CSM Magazine

According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support.

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Joining Forrester to Partner with CIOs in their Future Fit Journey.

Forrester Digital Transformation

Forrester has been a trusted go-to partner for many CIOs across the globe. CIOs have been working with Forrester on various initiatives to build a customer-obsessed organization of the future. Am excited and thrilled to be joining Forrester as a CIO analyst to carry forward this great legacy.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

7 Demand Planning Tools and Techniques to Maximise Contact Centre Performance

CSM Magazine

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning. ‘Be

Tools 52

5 reasons companies still invest in Community in an economic downturn


We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. So far, we’ve seen calls for more efficiency, down rounds, devaluation(s), freezes on hiring across the board, and unfortunately, even layoffs.

It’s Possible: Adopt Modern Tools without Upgrading Your JDE

Circular Edge

It’s Possible: Adopt Modern Tools without Upgrading Your JDE. Demo: Thursday, October 19 | 11 am Eastern. Ready to modernize your JDE but not quite ready to go through the upgrade process? Join this webinar to learn about alternatives to watchlists, orchestrations, and notifications.

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098: Boundless with Andy Bailey

The DiJulius Group

Andy Bailey is a best-selling author and business coach. He started his first business in college and grew it to be an INC 500 multi-million dollar company. Through this experience, he learned how to build great organizations. Most recently, Andy founded the company Petra.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

The B2B Content Guide: The Building Blocks Of Content Strategy

Forrester Digital Transformation

To meet buyer expectations, b2b content must provide the information buyers need at every stage of their purchase journey. B2B Marketing Campaign Planning And Implementation Content Strategy and Operations

Amazon SageMaker Autopilot is up to eight times faster with new ensemble training mode powered by AutoGluon

AWS Machine Learning

Amazon SageMaker Autopilot has added a new training mode that supports model ensembling powered by AutoGluon. Ensemble training mode in Autopilot trains several base models and combines their predictions using model stacking.

What is Customer Emotion? The Must Know


Lately, there’s a lot of priority given to customer emotions in the field of customer experience. Brands that are in the know about its. Insight customer experience customer feedback customer success customerisking emotional experience emotional value index EVI feedbackly

Companies that Have Rebuilt Their Reputation and How They Did It



Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Amazon Comprehend Targeted Sentiment adds synchronous support

AWS Machine Learning

Earlier this year, Amazon Comprehend , a natural language processing (NLP) service that uses machine learning (ML) to discover insights from text, launched the Targeted Sentiment feature.

Ascribe AI Coder New Release


AI Coder creates a theme-based codebook and codes responses automatically. to improve coding productivity. CINCINNATI, Ohio, September 20, 2022. Ascribe announces a new release of AI Coder which creates a theme-based codebook and codes the verbatim responses automatically. AI Coder enables responses to be coded and a summary delivered within an hour, lowering costs and time to completion.

Run machine learning enablement events at scale using AWS DeepRacer multi-user account mode

AWS Machine Learning

This post was co-written by Marius Cealera, Senior Partner Solutions Architect at AWS, Zdenko Estok, Cloud Architect at Accenture and Sakar Selimcan, Cloud Architect at Accenture.

Business leaders ought to use their newfound agility wisely

West Monroe

One of the pandemic’s primary business lessons was around agility—namely, gaining more of it. For most business leaders, the pandemic was like steering right into an iceberg.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.