Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Organizations often need to evolve and transform to survive and thrive in such dynamic environments.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Experience Investigators by 360Connext

MAY 7, 2024

As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences. Eventually, the right data combined with the right intelligence will be the backbone for delivering personalization at an unprecedented scale, transforming the customer journey. We know you might not feel ready.

Strategy 143

Strategy Customer Experience Self Service How To 143

BlueOcean

DECEMBER 18, 2023

Imagine the transformation from static-ridden radio to ultra-HD TV—the difference is truly exceptional. Likewise, conversation analytics provides superior quality and visibility, and there’s no doubt it will transform the way contact centers approach customer experience strategy. Coaches would get to know the agents on their teams.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 101

Government Policies Guidelines Leadership 101

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Published on: August 05, 2022.

B2B 148

B2B Interaction Management Customer Experience 148

Experience Matters

JANUARY 22, 2018

It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. The post CX Institute Fills Customer-Centric Transformation Gap appeared first on Customer Experience Matters®. But over the last couple of years, we’ve noticed a shift in our work. But as Read More.

Customer Centricity 326

Customer Centricity Groups Training Customers 326

Comm100

OCTOBER 9, 2023

The Emergence of ChatGPT ChatGPT, a descendant of the transformative GPT series , has been making waves within customer service and support. Training and calibration To effectively use ChatGPT for customer service, businesses might need to invest time in training the model for domain-specific knowledge.

Customer Service 242

Customer Service Chatbots Training Wait Times 242

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Table of Contents What is automation in customer service?

Customer Service 193

Customer Service Chatbots Technology Interaction 193

Beyond Philosophy

FEBRUARY 10, 2022

Building a Knowledge Pyramid. To help organizations interpret their data, Stuart often drives the message of what he calls the “Knowledge Pyramid.” As you order the data and organize it in levels up the pyramid, the data transforms into wisdom at the top: You have the data. Therefore, you can’t use the data.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

Comm100

OCTOBER 25, 2021

While the future for higher education is not yet clear as the pandemic and its effects linger on, it has taught us one important lesson – institutions must embrace digital transformation. The Need for Digital Transformation in Higher Education . Begin your digital transformation journey today! Get ebook now. Free eBook.

Engagement 211

Engagement eBook Chatbots Social Media 211

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Follow on LinkedIn. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation. What is Digital Transformation? Digital transformation is about working smarter, not harder.

Customer Service 224

Customer Service Omni-Channel Social Media Connections 224

TechSee

MARCH 7, 2023

Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation. Luana Matchett, Product Owner, Vodafone – A 20-year veteran of Vodafone, Luana is the Manager of the Knowledge management team at Vodafone UK.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Comm100

APRIL 22, 2024

Continuous training programs equip agents with the necessary skills and knowledge to perform their roles effectively, adapting to new tools and technologies. Adopt these strategies to transform your customer service into a more dynamic, efficient, and customer-centric component of your business.

How To 134

How To Chatbots Omni-Channel Social Media 134

Alida

APRIL 30, 2021

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!

Customer Experience Professionals 130

Customer Experience Professionals Connections Tools Customer Experience 130

AWS Machine Learning

MARCH 4, 2024

Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be. It excels at intelligent tasks demanding rapid responses, like knowledge retrieval or sales automation. with higher levels of intelligence.

Innovation 135

Innovation Travel Financial Exercises 135

TechSee

AUGUST 14, 2023

Their knowledge and impact is constantly reshaping the service industry. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Although enterprise knowledge bases have, over time, improved the customer experience, they can still be cumbersome and difficult to use.

Knowledge Base 100

Knowledge Base Chatbots Self Service System 100

Team Support

APRIL 23, 2024

Technology has transformed traditional processes to enable companies to optimize their operational patterns, helping agents and customers alike achieve resolution quicker. TeamSupport provides a unified approach to customer support, providing data-driven insights, knowledge sharing, and analytics at scale.

Technology 52

Technology Company Self Service Knowledge Base 52

Kustomer

MARCH 28, 2024

This isn’t just a redesign; it’s a reimagining of what our brand stands for, reflecting our unwavering dedication to transforming customer experiences. It invites you into our world—a world where customer service transcends expectations, where every interaction is an opportunity to inspire, to connect, to transform.

Exceptional Customer Service 95

Exceptional Customer Service Innovation Connections Interaction 95

West Monroe

APRIL 17, 2024

West Monroe found that a strong culture that emphasizes collaboration, learning, talent retention, and managed risk-taking is key to successful transformation. Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024.

Leadership 59

Leadership Culture Competitive Advantage Study 59

CSM Magazine

MAY 15, 2024

Sabio Group , the digital customer experience (CX) transformation services specialist, has been named Avaya’s ‘Enterprise Cloud Partner of the Year – International’ at its annual Avaya Engage event, currently taking place in Denver, Colorado. ”

Groups 52

Groups Healthcare Innovation Financial 52

TechSee

MAY 9, 2024

AI in customer experience management is transformative. Blend formal documentation and real-world service experience (tribal knowledge) to enrich your AI’s training set, ensuring it handles both typical and complex customer interactions effectively. Why Use AI for CX? How Can You Mitigate These Risks to Safeguard CX?

Contact Center 109

Contact Center Training Guidelines Interaction 109

AWS Machine Learning

NOVEMBER 27, 2023

The knowledge source documents need preprocessing, like cleaning text and generating semantic embeddings, so they can be efficiently indexed and retrieved. Now the metadata file is loaded to the data preparation data flow, and we can proceed to add next steps to transform the data and index into Amazon OpenSearch. read HTML).

Data 77

Data Knowledge Base Policies Training 77

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc.

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

Magellan Solutions

JUNE 19, 2023

It is transforming traditional approaches and offering new opportunities. AI is transforming education through personalized learning, task automation, and increased convenience. AI is transforming the legal sector by evaluating legal papers, advancing research, and enabling lawyers to concentrate on crucial tasks.

Chatbots 105

Chatbots Healthcare Call Center Resources 105

Interactions

APRIL 19, 2024

We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation. What resulted were seven (yes, seven!) But fear not, these problems aren’t as uncommon as you might think.

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

Helpware

APRIL 30, 2024

This is often quoted by decision-makers as a major obstacle in digital transformation, together with a lack of expertise in emerging technologies. In fact, the lack of internal knowledge is the most significant impediment to AI adoption according to the IBM Global AI Adoption Index 2023. Have you ever considered how empires are built?

Software 52

Software Course Resources Technology 52

eGain Blogs

OCTOBER 29, 2021

This year’s conference theme is Impacting the Future: Knowledge Sharing in the Age of New Technologies. In their own words: “The past year has accelerated digital transformation of most organizations, provided more remote working tools, and illustrated just how important knowledge sharing is to those who do not work side by side.

Connections 93

Connections Conference Innovation Customer Engagement 93

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case.

Knowledge Base 117

Knowledge Base Study Healthcare Travel 117

Gainsight

MAY 15, 2024

We believe AI should: Eliminate Blindspots Remove Grunt Work to Make Room for What Matters Turn Every Teammate into the Best Version of Themselves Make Self-Service Not Suck Transform Novices into Gurus Help Customers Find Their Work Bestie What does that mean in practice? The truth is that many in SaaS are wrestling with challenges.

Self Service 52

Self Service 52

Blake Morgan

DECEMBER 5, 2023

Her strategy moves away from standard customer experience metrics, focusing instead on equipping customers with the tools and knowledge for sustained financial health. The post Customer Loyalty in Fintech: Trish Wethman’s Transformational Approach appeared first on Blake Morgan.

Loyalty 105

Loyalty Chief Customer Officer Financial Innovation 105

eGain Blogs

AUGUST 12, 2022

It is the Knowledge Management conference your CX needs. To quote Gartner, “Knowledge management (KM) is the No. To quote Gartner, “Knowledge management (KM) is the No. Which is why we are calling it the #1 Knowledge Management conference your CX needs. You will know the megatrends.

Conference 87

Conference Self Service Chatbots Contact Center 87

AWS Machine Learning

FEBRUARY 1, 2024

Now with the SageMaker Canvas chat for data prep capability, analysts with domain knowledge can quickly prepare, organize, and extract value from data using a chat-based experience. You’ll also see faster performance for transforms and analyses, and benefit from a natural language interface to explore and transform data for ML.

Data 90

Data Analysis Technology Report 90

CSM Magazine

APRIL 16, 2024

Knowledgeable Staff: Support agents should be well-trained, equipped with the nuances of the casino’s operations, and able to provide accurate solutions swiftly. Superior customer service ensures that the user experience is exceptional. It is one of the most important things that keeps players connected and engaged with the platform.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52