Mon.Nov 21, 2022

How to achieve financial stability in a recession with CX agility


With a recession looming, many businesses pause customer experience investments due to uncertainty. . But little do these companies realize, these investments can actually help during times of tightened budgets. .

How to Build Customer Trust and Loyalty

InMoment XI

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones.


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How We Picked The 2022 Top 10 Emerging Technologies

Forrester Digital Transformation

Since we published The Top 10 Emerging Technologies In 2022, we’ve been getting questions about how these technologies were selected out of the hundreds that Forrester tracks. Clients also ask, “Why are some obvious ones like machine learning, blockchain, the metaverse, or quantum computing missing?”

Social media analytics: Definition, types, and importance


When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Design Do’s and Don’ts for Retailers This Holiday Season

Forrester Digital Transformation

Retailers can improve their websites and boost customer experience this holiday season by applying these tips. Age of the Customer Customer Experience Strategy digital business holiday Retail Trends

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Why Self-Serve Support Is Only as Good as Content


At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. .

Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito

Adrian Swinscoe

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […]. The post Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito first appeared on Adrian Swinscoe

How to Build a Safe Space at Work with Nikki Thibodeau

Russel Lolacher

In this episode of Relationships at Work, Russel chats with community creation expert Nikki Thibodeau on creating safe spaces at work so we feel comfortable being our true selves. A few reasons why she is awesome?—?she

Is It Time To Embrace A Digital Detox?

The DiJulius Group

If it seems a bit ironic to turn to technology for a solution to technology, why not just embrace a digital detox? This means switching off all electronic devices (mobiles, smartphones, tablets, laptops, and computers) for a certain period of time.

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

A First-Time Outsourcing Decision Pays Long-Term Dividends?


First, the obvious: an online interaction is not the same as a face-to-face transaction. But when your value proposition is built on being a lifestyle brand rather than an eCommerce company, this distinction can get blurred. This client sells tangible goods like apparel and household items.

E1 Tech SIG Nov 2022

Circular Edge

Harness the Power of Orchestrator & Beyond to Automate E1 System Admin Tasks. Automation has been at the forefront of Corporate IT initiatives for a while now.

Announcing The Public Cloud Market Outlook, 2022 To 2026

Forrester Digital Transformation

The four biggest public cloud providers are intensifying their struggle for market share. Age of the Customer

Three Business Efficiency Metrics Every Product Manager Must Know


This article was originally published in Fast Company. Interest rates are soaring. Currency pressure is mounting. A recession may be looming. These macroeconomic headwinds are hard enough to deal with on their own.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Learnings From Our Cloud Cost Management Wave

Forrester Digital Transformation

It’s been a grand spring, summer, and fall of Wave evaluations for me. These evaluations are time intensive. I’ve spent many nights, weekends, early and late hours on two separate cloud management evaluations.

3 Reasons To Rethink Your Customer Idea Portal


Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?

How Can You Improve Customer Experience and Service at Your Website?

CSM Magazine

The pursuit of boosting customer experience and service should be an ongoing one. This means even if your site has a good record with customer experience, there is always a chance that improvements can be made.

Why the Future of Qualitative Research Is Digital

2020 Research

When thinking about qualitative research, traditional in-person methods like focus groups, user testing, and in-depth interviews are often what come to mind. However, integrating qualitative research into the digital age is now possible.

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager 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. Sign up today!

Slow And Steady: Steps To A Successful Total Economic Impact™ Study With Forrester

Forrester Digital Transformation

Both in training and in producing a TEI study, keeping things moving is the most important part. Fortunately, Forrester helps you throughout the entirety of the TEI process. B2B Marketing Business Value Change Management Chief Marketing Officer

How to Get Your Kids Interested in IT

CSM Magazine

Technology is now ubiquitous, and it can be seen as both a benefit and a hindrance. On the one hand, it can help your child be more independent and grow up faster. On the other hand, it can be a source of never-ending entertainment that keeps them from doing anything else.

Identify key insights from text documents through fine-tuning and HPO with Amazon SageMaker JumpStart

AWS Machine Learning

Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media.

4 Common Customer Onboarding Mistakes Most SaaS Companies Make

CSM Magazine

One of the most important things for the success of a B2B SaaS company is customer retention. Clients need to be kept satisfied, which is usually a huge challenge and several problems can appear during onboarding. A SaaS customer onboarding checklist is a great place to start but it is rarely enough.

Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

When You Should (and Shouldn’t) Outsource Your eCommerce Management System

Magellan Solutions

When is the Right Time to Outsource Ecommerce Management? By 2022, the Asia-Pacific region is expected to have the world’s biggest and fastest-growing ecommerce (electronic commerce) market. It is expected to make $1.77 trillion in sales. Ecommerce management should be a big part of retailers’ plans for growth if they want a good source of income that can help them deal with changes in the market.

Key Reasons Why Your Company’s Email Signature Is Important

CSM Magazine

Email signatures are necessary for effective communication. Despite the growth of social media, it remains a powerful tool for defining a company’s identity and promoting its brand to various stakeholders.

Generate cold start forecasts for products with no historical data using Amazon Forecast, now up to 45% more accurate

AWS Machine Learning

Now with Amazon Forecast , you can generate up to 45% more accurate forecasts for products with no historical data. Forecast is a managed service that uses machine learning (ML) to generate accurate demand forecasts, without requiring any ML experience.

Coaching Tips for Account Managers | Key Account Management


Developing a key account management program is a worthwhile effort, given the fact that key accounts can represent 30 to 50 percent of revenue and margin for many companies. So, retaining these top accounts is essential in an increasingly competitive marketplace. Key Account Management

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!