Mon.Nov 25, 2024

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Customer Service ROI – The Numbers Behind Loyalty

Doing CX Right

Learn how to measure customer service ROI with real business data. Transform your contact center into a revenue driver with Stacy Sherman and Neal Topf. The post Customer Service ROI – The Numbers Behind Loyalty appeared first on Doing CX Right.

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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

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The Ultimate Guide to Google My Business Posts

InMoment XI

Google Posts are an invaluable tool for businesses to communicate updates, offers, and events directly to their audience. This guide will cover everything you need to know to make the most of them. What Are Google Posts? Google Posts are short updates published on Google My Business (GMB) profiles. These posts appear on your business listing, providing a direct channel to communicate updates, promotions, and events.

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How AI Transforms Customer Support Into Customer Engagement with Christina McAllister

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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AWS achieves ISO/IEC 42001:2023 Artificial Intelligence Management System accredited certification

AWS Machine Learning

Amazon Web Services (AWS) is excited to be the first major cloud service provider to announce ISO/IEC 42001 accredited certification for AI services, covering: Amazon Bedrock , Amazon Q Business , Amazon Textract , and Amazon Transcribe. ISO/IEC 42001 is an international management system standard that outlines requirements and controls for organizations to promote the responsible development and use of AI systems.

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Top 5 Customer Service & CX Articles for Week of November 25, 2024

ShepHyken

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 comments about each article and would like to hear what you think too. 10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.

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Human Touch in the Age of AI: Balancing Efficiency and Empathy

Win the Customer

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction. Understanding the Role of AI AI-powered chatbots and virtual assistants can handle a wide range of customer inquiries, from simple questions to complex troubleshooting.

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John Snow Labs Medical LLMs are now available in Amazon SageMaker JumpStart

AWS Machine Learning

Today, we are excited to announce that John Snow Labs’ Medical LLM – Small and Medical LLM – Medium large language models (LLMs) are now available on Amazon SageMaker Jumpstart. Medical LLM is optimized for the following medical language understanding tasks: Summarizing clinical encounters – Summarizing discharge notes, progress notes, radiology reports, pathology reports, and various other medical reports Question answering on clinical notes or biomedical research – Answering questions about a

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Enhancing Customer Service in Multi-Channel E-Commerce with Cross-Listing Tools

CSM Magazine

You’re having your coffee when, out of nowhere, you receive a message about a one-star rating—or worse, a customer complaint. What a way to ruin your mood for the day. Managing multi-channel e-commerce often feels like a constant race to fix problems, from overselling items to missing customer inquiries. The good news? There’s a way to simplify the chaos.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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Problems live chat agents can face when managing multiple chats

Provide Support

Today multitasking is integral part of customer service workflow. However, what are the main challenges agents face when handling multiple chats and how to overcome them?

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Top 22 Customer Feedback Tools You Can Use In 2024

Zonka Feedback

Today, customer feedback has become of utmost importance as it reveals how customers perceive your product, their experience, and pain points. It's like a mirror reflecting areas for improvement to drive product growth and innovation. Collecting customer opinions through feedback tools can help you get ideas for enhancing products, improving service quality, shaping brand perception, and measuring key customer experience metrics like NPS, CSAT, and CES.

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Creating Efficient Workflows: A Guide for Customer Service Teams

CSM Magazine

Customer service teams depend on efficient workflows for success. Well-organized processes help customer representatives respond faster, increase customer satisfaction, and reduce operational expenses. Today’s business environment demands prompt and effective responses, making efficient workflows integral to customer service operations. Establishing clear workflows enables customer service teams to streamline tasks, eliminate redundant steps, and ensure consistent service delivery.

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How to Create a YouTube Playlist: A Quick Guide for Beginners

Brandwatch CX

Learn how to create the perfect YouTube playlist for your favorite tunes. Get tips and step-by-step guidance to enhance your music experience. Read more.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Future Innovations in Electronic Shelf Labels: Beyond Pricing

CSM Magazine

With the constantly evolving technology in retail businesses, electronic shelf labels have become an essential tool for dynamic pricing. These labels, commonly abbreviated as ESLs, are digital display systems that you can use in your retail business to show the price of the products, promotions, and any other relevant information regarding the particular products.

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How 123RF saved over 90% of their translation costs by switching to Amazon Bedrock

AWS Machine Learning

In the rapidly evolving digital content industry, multilingual accessibility is crucial for global reach and user engagement. 123RF , a leading provider of royalty-free digital content, is an online resource for creative assets, including AI-generated images from text. In 2023, they used Amazon OpenSearch Service to improve discovery of images by using vector-based semantic search.

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Are Online Casinos with Low Minimum Deposit Safe? What Canadian Players Should Know: CasinoRIX Research

CSM Magazine

Low-deposit online casinos can be very appealing to players who want to manage their spending. The idea of gambling without having to dip far into the wallet creates a tempting new entry point. But, can Canadians trust using a low minimum deposit online casino? We wanted to get down whether low-minimum deposit online casinos are truly safe or potentially risky.

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Connect SharePoint Online to Amazon Q Business using OAuth 2.0 ROPC flow authentication

AWS Machine Learning

Enterprises face significant challenges accessing and utilizing the vast amounts of information scattered across organization’s various systems. What if you could simply ask a question and get instant, accurate answers from your company’s entire knowledge base, while accounting for an individual user’s data access levels? Amazon Q Business is a game changing AI assistant that’s revolutionizing how enterprises interact with their data.

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Prepare Now: 2025's Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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10 Innovative Ideas for Online Radio Broadcasters in 2024

CSM Magazine

The realm of Internet radio broadcasting is changing swiftly as technology progresses further each day. To keep up with the evolving landscape and captivate audiences while enhancing their listening enjoyment, broadcasters must be proactive in staying on top of emerging trends. By exploring imaginative strategies, a radio broadcaster ensures that online radio stays current and captivating for listeners globally.

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Are You Making These DevSecOps Mistakes? The Four Phases You Need To Know Before Your Code Becomes Your Vulnerability

Forrester's Customer Insights

In Forrester’s Security Survey, 2024, 56% of security decision-makers at firms that experienced an external attack indicated that the breach was the result of an application-related exploit. Why do we continue to be so bad at this!? Part of the problem is that the journey to DevSecOps is bumpy and long. But don’t give up!

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What to Expect From an App for Church in 2025?

CSM Magazine

As the digital landscape evolves, church communities also adapt to technological advancements. In 2025, church apps will offer enhanced features designed to foster spiritual growth, community engagement, and seamless communication. This post explores the anticipated features and benefits of church apps, providing insights into how these digital tools can enrich congregational experiences.

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Influencers Are This Holiday Season’s “Gift Guides”

Forrester's Customer Insights

Consumers used to browse magazines and publisher sites for gift giving inspiration, and brands would turn to publishers to sponsor those coveted gift guide spots. This holiday season, influencers are taking on that role. They expertly thread the needle between entertainment and commerce, and they are supercharged by social media platforms’ powerful recommendation algorithms.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Deploy Meta Llama 3.1 models cost-effectively in Amazon SageMaker JumpStart with AWS Inferentia and AWS Trainium

AWS Machine Learning

We’re excited to announce the availability of Meta Llama 3.1 8B and 70B inference support on AWS Trainium and AWS Inferentia instances in Amazon SageMaker JumpStart. Meta Llama 3.1 multilingual large language models (LLMs) are a collection of pre-trained and instruction tuned generative models. Trainium and Inferentia, enabled by the AWS Neuron software development kit (SDK), offer high performance and lower the cost of deploying Meta Llama 3.1 by up to 50%.

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Data And Insights For Smart Go-To-Market Decision-Making

Forrester's Customer Insights

Imagine trying to cook a complicated dish for the first time without a recipe, guessing at the ingredients and their proportions. This trial-and-error process is much like a B2B organization attempting to craft go to market strategies in absence of sufficient data and insights.

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Marketing Trends 2025: Predictions, Tips, & Technologies to Thrive

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: As we approach 2025, the marketing landscape is rapidly evolving, requiring marketers to stay ahead of emerging trends and technologies to maintain a competitive edge. From AI-driven personalization to omnichannel integration to GenAI and ethical data practices, here’s what marketers need to know to thrive in 2025.

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Just Dipped Your Toe Into the Crypto Sector? Here Are the Questions You Must Seek Answers For

CSM Magazine

Blockchain-based currencies have been gaining popularity lately, and many people wonder if they should join the trend, hoping they will increase their profits. Bitcoin is the most popular asset in the sector, and therefore, most investors turn to it when they consider purchasing digital currencies. If you also want to add Bitcoin to your portfolio before experimenting with other assets, you must research it more.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Top 19 Medallia Competitors & Alternatives of 2025

SurveySensum

Using Medallia for your CX goals? While Medallia is a powerful tool for customer experience management , it’s not always the perfect fit for every business. Why? Let’s find out and look for some top Medallia alternatives that will suit your needs and goals better. What is Medallia – The Introduction Medallia is one of the pioneers in customer and employee experience management.

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A Step-by-Step Guide on How to Create Your Own Logo

CSM Magazine

Crafted to embody a brand’s identity in an image, a logo is a powerful symbol that resonates with viewers through a blend of creativity and strategic foresight. This comprehensive article outlines the process of creating a logo design that connects with the target audience effectively. Understanding Brand Identity Exploring brand identity is crucial.

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