Tue.Jun 06, 2023

article thumbnail

It’s Time to Kill Customer Empathy

InteractionMetrics

Empathy is trendy. Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. Paul Bloom, professor emeritus of psychology at Yale University, presents solid evidence that empathy can be counterproductive, even harmful, in many scenarios.

article thumbnail

[Experience Action Podcast] Step into CX Leadership [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

❔"I find myself in operations, and I keep helping other departments with their CX. I'm looking to join another company where their CX strategy isn't that solid yet, and I want to place myself in a position to run that for them. I've learned a lot, and I know I can learn a lot more. What's the bes.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Lighting the Path: How to Help College Students with Mental Health Issues

Comm100

There is no doubt that higher education is facing a mental health crisis. A recent survey found that 50% of college students identified their mental health struggles as their top stressor in 2023. On top of this, 71% said they struggled with issues such as stress, anxiety and depression. The Department of Education has certainly recognized the gravity of the situation.

How To 130
article thumbnail

Build machine learning-ready datasets from the Amazon SageMaker offline Feature Store using the Amazon SageMaker Python SDK

AWS Machine Learning

Amazon SageMaker Feature Store is a purpose-built service to store and retrieve feature data for use by machine learning (ML) models. Feature Store provides an online store capable of low-latency, high-throughput reads and writes, and an offline store that provides bulk access to all historical record data. Feature Store handles the synchronization of data between the online and offline stores.

Groups 98
article thumbnail

Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

article thumbnail

7 Customer Service Tips for Financial Service Companies

Kustomer

Money fuels the finance industry, but there would be none coming in without loyal clients to hand it over. Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. Trust plays a huge role in finance and banking. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company.

More Trending

article thumbnail

Build high-performance ML models using PyTorch 2.0 on AWS – Part 1

AWS Machine Learning

PyTorch is a machine learning (ML) framework that is widely used by AWS customers for a variety of applications, such as computer vision, natural language processing, content creation, and more. With the recent PyTorch 2.0 release, AWS customers can now do same things as they could with PyTorch 1.x but faster and at scale with improved training speeds, lower memory usage, and enhanced distributed capabilities.

article thumbnail

Nothing Is Free, Even Free Shipping

ShepHyken

Free is often an illusion. It looks free and may be advertised as free, but it’s not free. I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. And as businesses, we must be cautious about what we promise. Let’s use free shipping as an example.

Video 92
article thumbnail

Arrange your transcripts into paragraphs with Amazon Transcribe

AWS Machine Learning

Amazon Transcribe is a speech recognition service that generates transcripts from video and audio files in multiple supported languages and accents. It comes with a rich set of features , including automatic language identification, multi-channel and multi-speaker support, custom vocabularies, and transcript redaction. Amazon Transcribe supports two modes of operation: batch and streaming.

article thumbnail

Principle One: Be the Customer

Bill Quiseng

During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer. “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Did you know that FedEx delivery people never run.

B2C 88
article thumbnail

Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

article thumbnail

Why you should be adopting an Experience Mindset – Interview with Tiffani Bova of Salesforce

Adrian Swinscoe

Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani […] The post Why you should be adopting an Experience Mindset – Interview with Tiffani Bova of Salesforce first appeared on Adrian Swinscoe.

article thumbnail

Top 4 Reasons to Outsource Order Management

Helpware

An estimated 165 billion packages are shipped in the US every year. And that number is growing at a rate of about 20% year-over-year. One of the reasons is that more people are shopping online than ever before, with an estimated 80% of the US population ordering products online.

article thumbnail

Pride Month: Inspiring LGBTQIA+ Brand Campaigns and Why They Work

Brandwatch CX

Here are some of the best Pride Month brand campaigns from the past few years and why they work.

Brands 69
article thumbnail

Introducing Intelligent Insights Reports

Cyara

Comprehensiveness and Completeness in the Reporting of your Telecom Infrastructure. There are two very important aspects to consider when it comes to the reporting of your telecom infrastructure: comprehensiveness and completeness.

Report 67
article thumbnail

The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

article thumbnail

How to Sell to a CFO: 7 Proven Tips for Contact Center Leaders

Playvox

In challenging economic times, organizations need to get creative and pragmatic with cost cutting, expenditures, and revenue generation. As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

article thumbnail

Hospitality Review Management: How to Do It Right

ReviewTrackers

Hospitality review management is a crucial strategy for brands looking to build a positive reputation and attract new customers.

article thumbnail

Product Update: Chart Exports

Thematic

Hot on the heels of Feedback Summarization is Chart Exports - taking your ability to quickly share visualizations to the next level. We've heard from customers that they want to be able to share the impactful visuals in Thematic more widely. Previously, analysts have taken screenshots of charts and graphs, or manually exported the data so they can recreate the visuals for presentations.

article thumbnail

Ultimate Guide to Selecting Your Cloud Contact Center Solution: A Workbook Approach

VDS

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. This workbook is designed to provide you with a step-by-step guide to navigate the process of purchasing a cloud contact center solution.

article thumbnail

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

article thumbnail

How to Increase the Efficiency of Marketing Communication

SmartMessage Blog

The secret of success in the world of marketing is good communication with the target audience. Marketing activities without a strong communication strategy are far from producing the expected results. The fact that there is an uninterrupted and holistic communication flow in all marketing activities and the progress of the activities in the relevant line directly affects the prestige and reliability of the brand.

article thumbnail

Creating a More Human-Centric Research Process

2020 Research

Join Sago’s CEO Reed Cundiff and Scott Baker, EVP, Client Solutions, as they explore how making innovations—large and small—can improve the human experience throughout each step of a project’s lifecycle. Learn how to keep respondents engaged and delighted. Discover ways to build seamless execution. Perhaps most importantly, they will share how to deliver meaningful insights moments that resonate.

article thumbnail

Tech Trends to Watch

West Monroe

In this e-book, we dive deep into several distinct yet related trends in technology today: A rapidly changing innovation landscape The need for methodical, end-to-end due diligence The relationship between tech and customer trust The business risks of new workforce needs The rise of generative AI We contextualize our market data and research with our perspectives.

Trends 52
article thumbnail

Reporting Scams in Australia: Your guide to identifying and stopping online fraudsters

Pretium Solutions

Scams are an unfortunate reality in our digital age – but reporting scams can help the problem As technology advances, so do the tactics scammers use to deceive their victims. In Australia, scams can take many forms, including phone calls, websites, and social media. It’s crucial to learn how to report these scams and protect yourself from potential losses.

Report 52
article thumbnail

4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

article thumbnail

The innovation landscape is rapidly changing—and increasingly distributed

West Monroe

As long as technology continues its creep into every facet of our daily lives, customer expectations for organizations’ products, services, and experiences will continue to evolve. That’s why innovation is so critical. But the innovation landscape is changing fast—and not in linear fashion. Why? Because the digital age has amplified the speed and the scale of disruption, thanks to ongoing technological advancement—and things aren’t likely to slow down.

article thumbnail

Guided Workbook: Purchasing a Cloud Contact Center Solution

VDS

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. This workbook is designed to provide you with a step-by-step guide to navigate the process of purchasing a cloud contact center solution.

article thumbnail

New Feature: Birthdays and Automated Greetings

Feedb

New exciting feature! Our feedback platform has introduced a new feature for users to input their client’s birthdays. The platform enables the creation of automated messages or offers to send to clients on their special day. This feature offers a meaningful way for businesses to connect with their customers and can help build and maintain relationships.

article thumbnail

2nd Annual Uplight Customer Connect Goes Off with a Bang!

Uplight

Now in its second year, Uplight’s annual Customer Connect brings together a pioneering group of energy professionals committed to driving positive change in the energy landscape. The event highlights the importance of engaging customers, enhancing energy experiences, and accelerating the adoption of clean energy solutions. In just 36 hours, utilities from across the country (including, Read More The post 2nd Annual Uplight Customer Connect Goes Off with a Bang!

article thumbnail

How to Create Sales Email Sequences That Convert

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

article thumbnail

June 2023 Atlas Highlights

Lithium

Hello Atlas members! Summer is coming up quick! We have lots of resources to help you give your customers the experience they are expecting from you. If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only.

Video 52
article thumbnail

Why Vendor Consolidation Is Such a Big Force in Customer Success Right Now—and What You Can Do About It

Gainsight

Nick Mehta, CEO, Gainsight, recently had a chance to sit down with Ryan Neu, CEO, Vendr, and Chris Collins, CCO, Tricentis, to discuss one of the most pressing topics in SaaS: vendor consolidation. They explored the challenges and opportunities for software companies as organizations look to reduce IT spend and simplify vendor management. As 0% interest rates recede into the past, procurement departments are becoming much choosier about how they spend their money and vendor consolidation is eme

article thumbnail

How the World’s Largest Beauty Brands Leverage Live Chat to Educate Customers

Blake Morgan

     Imagine having an expert makeup artist available whenever you have a question. That’s the reality for customers of some of the world’s leading beauty brands, thanks to an innovative digital strategy that combines technology and the human touch. Salima Popatia is the Chief Digital Officer at Orveon Global, the company behind some of the world’s most recognizable beauty brands: Laura Mercier, Bare Minerals, and Buxom.

Brands 52