Team Support
JUNE 20, 2023
In today's turbulent economy, businesses across the nation are grappling with challenges such as reduced staff, hiring freezes, and budget cuts. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.
Alida
JUNE 13, 2023
As insight teams are required to achieve more with limited resources, there’s a noticeable shift towards placing communities at the center of the insights ecosystem.
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The DiJulius Group
JUNE 12, 2023
If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, ninety-nine percent of the time blame should be placed on the company or supervisor for putting someone in a position they were not qualified to handle. Read Full Article The post What Most CEOs Get Wrong About Customer Experience appeared first on The DiJulius Group.
Kustomer
JUNE 7, 2023
The time has come for financial services organizations to move from a transactional mindset to an engaging mindset. Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. In this blog, we outline how to meet these customer expectations by creating a CX playbook, and we detail why having one is crucial in the world of financial services.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
MyCustomer
JUNE 8, 2023
Evelyn Hamilton discusses the ways in which customer data can streamline the customer experience of travellers, and in doing so, enhance customer loyalty.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
C3Centricity
JUNE 29, 2023
In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.
InMoment XI
JUNE 27, 2023
These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. That’s why mastering the art of the voice of the customer survey can be a game-changer for any business seeking to better understand its customers.
MyCustomer
JUNE 1, 2023
Martyn Lewis explores the unique role CX teams can play in positively influencing and managing the buying journey.
Adrian Swinscoe
JUNE 12, 2023
This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […] The post Why customers’ digital experience is key to your company’s survival and success first appeared on Adrian Swinscoe.
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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.
TechSee
JUNE 29, 2023
AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.
IntouchInsight
JUNE 29, 2023
Mystery shoppers, secret shoppers, silent shoppers…they are known by many names, but who are these shoppers shrouded in enigma? And what exactly do they do? Mystery shopping is a form of market research. Over the last 80 years, it has only grown in popularity as it has been fuelled by technological advancements.
C3Centricity
JUNE 13, 2023
If you’re reading this, then you are probably eager to delight your customers and take your service to new heights. Well, you’re in the right place to learn how to give outstanding customer service. In this article, we will explore … The post 4 Ways to Empower Your Employees to Give Outstanding Customer Service first appeared on c3centricity.
InMoment XI
JUNE 8, 2023
InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement. alphabroder, an industry leader in the promotional products space, provides apparel and additional goods to promotional product distributors, athletic team dealers, and screen printers and employs thousands of associates throughout multiple fa
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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.
Steve DiGioia
JUNE 26, 2023
We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.
Bill Quiseng
JUNE 28, 2023
For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients.
TechSee
JUNE 1, 2023
Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.
IntouchInsight
JUNE 14, 2023
Here at Intouch Insight, we are always working with our customers to help elevate their customer experience game. In support of this, we have launched monthly free product demo webinars.
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p
C3Centricity
JUNE 17, 2023
Things are moving faster than ever these days, aren’t they?
Beyond Philosophy
JUNE 15, 2023
Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.
Steve DiGioia
JUNE 12, 2023
Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization. It makes them feel like they’re more than just another faceless customer, and that you appreciate their business.
Upstream Works
JUNE 15, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Become Enterprise-Ready with AI appeared first on Upstream Works.
Speaker: Tim Buteyn
Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.
Bill Quiseng
JUNE 21, 2023
This June, I present each one of the Three Principles to Build Customer Loyalty. In this third week, here is Principle Three: Be Magnificently Boring! You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.
ShepHyken
JUNE 27, 2023
Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.
Cyara
JUNE 22, 2023
Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.
Beyond Philosophy
JUNE 22, 2023
Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” The book addresses the area of self-regulation or self-control.
Speaker: Jake Miller, Senior Product Marketing Manager, Allego
Buyers are savvier, buying teams are larger, and new research shows that buyers' attention spans have dropped to just 8 seconds. This means that the old approach of blasting buyers with email-heavy, generic communications no longer works. Instead, buyers need to be surrounded with relevant communications and personalized, self-service content throughout their journey.
ECXO
JUNE 13, 2023
Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Harvard Business Review Analytic Services surveyed more than 500 leaders to help determine how fast and far along the real-time analytics maturity scale businesses are moving.
Upstream Works
JUNE 1, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.
AWS Machine Learning
JUNE 29, 2023
Fine-tuning large language models (LLMs) allows you to adjust open-source foundational models to achieve improved performance on your domain-specific tasks. In this post, we discuss the advantages of using Amazon SageMaker notebooks to fine-tune state-of-the-art open-source models. We utilize Hugging Face’s parameter-efficient fine-tuning (PEFT) library and quantization techniques through bitsandbytes to support interactive fine-tuning of extremely large models using a single notebook instance.
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