Fri.Dec 01, 2023

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The Art of Selling CX

Horizon CX

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership. This article delves into the idea that a successful CX leader mirrors a skilled salesperson, adept at navigating the challenge of convincing senior leaders about the crucial importanc

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Experience the new and improved Amazon SageMaker Studio

AWS Machine Learning

Launched in 2019, Amazon SageMaker Studio provides one place for all end-to-end machine learning (ML) workflows, from data preparation, building and experimentation, training, hosting, and monitoring. As we continue to innovate to increase data science productivity, we’re excited to announce the improved SageMaker Studio experience, which allows users to select the managed Integrated Development Environment (IDE) of their choice, while having access to the SageMaker Studio resources and tooling

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Agile and Lean Practices in BPOs: the Path to Enhanced Flexibility and Efficiency


As the BPO sector is experiencing constant change, leaders have to adapt new management methodologies to keep up with new market demands and increased client expectations. Sticking to traditional management styles is like sailing a ship with an old map when everyone is using satellite navigation. We are witnessing the paradigm shift towards more flexible, more adaptable practices and I’d like to consider two management practices — Agile and Lean and explore how their adoption could be a game-cha

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Amazon SageMaker simplifies setting up SageMaker domain for enterprises to onboard their users to SageMaker

AWS Machine Learning

As organizations scale the adoption of machine learning (ML), they are looking for efficient and reliable ways to deploy new infrastructure and onboard teams to ML environments. One of the challenges is setting up authentication and fine-grained permissions for users based on their roles and activities. For example, MLOps engineers typically perform model deployment activities, whereas data scientists perform ML training and validation activities.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How Kommunicate’s Chatbots Saved TelOne’s Customers From Long Waiting Lines


Last Updated on December 1, 2023 The telecommunications market in Zimbabwe is undergoing a sea change, especially in a post-pandemic world. Gone are the days when people were calling each other on the phone. Zimbabweans seem to be adopting technology at an unprecedented rate, and there has been a surge in the rate of adoption [.] The post How Kommunicate’s Chatbots Saved TelOne’s Customers From Long Waiting Lines appeared first on Kommunicate Blog.

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How to create an inspired workforce: Operationalize

Customer Enthusiast

This post is the sixth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to support leaders, managers, and supervisors in this effort. In summary, the first five steps are 1.

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Discover your retail customers' enterprise maturity with FLASH

SAP Customer Experience

Researching a customer or prospect and figuring out where its gaps and opportunities are for SAP to support their business transformation can take a significant amount of time.

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CSAT vs. NPS – What, Why, When


CSAT and NPS are two metrics that tell you how much your customers like you, albeit differently. They both hold important positions in the realm of CX, helping brands measure and improve their customer journeys consistently. Before we delve into the saga of CSAT vs. NPS, let us decode these metrics and understand their purpose separately. What is CSAT?

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Net Promoter Score Company: What to Look For!


Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Most likely, what you really care about is doing your survey in a way that: Reflects well on your brand Enables you to boost your score Tracks results over time The key to increasing your Net Promoter Score is understanding the core principles of customer experience (CX) and knowing when (and when not) to use NPS.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Call Center Coaching Effectiveness: 5 Steps to Maximize ROI | Amplifai

Amplifai Coaching Category

Amplifai your call center coaching ROI with our guide on the 5 Key Steps to Coaching Effectiveness. Unlock strategies that blend people, process, and technology for transformational coaching results.

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Intelligent Orchestration Operations Drive Summer Season Momentum


Our Intelligent Orchestration team, formerly known as Orchestrated Energy, enables utility clients to deliver grid flexibility by shifting or reducing kilowatts during peak times. Additionally, the team provides an engaging energy customer experience to retain customers in demand management programs for long-term grid flexibility. Each season we track learnings and improvements, increasing performance, scale, and Read More The post Intelligent Orchestration Operations Drive Summer Season Momentu

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Turning Customer Feedback into a Competitive Advantage: Insights from Top Brands


We live in a digital age where reaching a targeted audience comes without limits. Thanks to the Internet and digital marketing, businesses can now sell to a much bigger audience. However, that same digital world makes it possible for customers to tarnish a business’s reputation simply by sharing their experiences with others. Since leaving testimonials and sharing thoughts online is easier than ever, customer feedback can make or break a business.

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SAP Customer Experience

? As a Product Manager deeply immersed in the realm of innovation, let’s explore an exciting yet imaginary scenario— the integration of SAP S/4HANA Cloud with Artificial Intelligence for advanced risk management. Although currently a vision, the potential impact on business resilience is profound. ? ??? ????????? ?????: Imagine SAP.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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User Experience Surveys: Questions & Strategies for Maximum Customer Engagement

Zonka Feedback

Ever wondered what users truly think about your product or website? How do they navigate through your website or what features do they find most useful?

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What's New in SAP Commerce Cloud - A Business User’s Perspective from Version 2211.0 Onward and Study Guide for the Stay Current Program

SAP Customer Experience

Abstract This blog post explores the latest features and enhancements within SAP Commerce Cloud, starting from version 2211.0 (released November 2022) to 2211.15, offering a thorough analysis from the viewpoint of Business Users. Simultaneously, it serves as an essential study guide for professionals engaged in the SAP Commerce Cloud Stay.

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Prepare Your Contact Center for the Future

Brad Cleveland Blog

Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

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Retailers: Leverage Store Associate Tools And Engage Your In-Store Teams For Customer Satisfaction

Forrester's Customer Insights

Forrester's Store Associate Enablement Vendor Landscape has published, and this blog breaks down how retailers can leverage these tools for their associates.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Top 7 mistakes to avoid in a Client Onboarding Playbook


As a seasoned professional in the realm of Customer Success , I’ve witnessed firsthand the intricate dance of client onboarding. Crafting an effective Client Onboarding Playbook is an art, but it’s not immune to pitfalls. In this piece, I’ll delve into the top seven mistakes that can plague your playbook, drawing on my experience to guide you toward a seamless onboarding process.

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A Recap Of 115 Retail Website Promotions On Black Friday And Cyber Monday 2023

Forrester's Customer Insights

Forrester's Retail research team highlights data insights from retailers' online Black Friday and Cyber Monday 2023 participation.

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Boosting developer productivity: How Deloitte uses Amazon SageMaker Canvas for no-code/low-code machine learning

AWS Machine Learning

The ability to quickly build and deploy machine learning (ML) models is becoming increasingly important in today’s data-driven world. However, building ML models requires significant time, effort, and specialized expertise. From data collection and cleaning to feature engineering, model building, tuning, and deployment, ML projects often take months for developers to complete.