InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Innovation 135

Innovation Travel Financial Exercises 135

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 108

Sales Customer Success Strategy Industry 108

SurveySparrow

MARCH 19, 2024

Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping. Video Marketing for Lead Generation According to CISCO, between 2018 and 2023, 82% of internet traffic came from video viewing or downloading. Customers buy the “why.” Google also prioritizes video content.

Video 95

Video Strategy Marketing Social Media 95

Interactions

MARCH 28, 2024

There’s a strategic dilemma of opting for low-hanging fruit to establish credibility and the need to deliver immediate results versus investing in experimental, game-changing advancements for long-term success. 94% of consumers say they expect better customer service than they currently receive. The answer?

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 103

ROI Software B2B System 103

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Government 126

Government Training Data Policies 126

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. What practical impact can I expect based on your track record at scale? If so, how?

Self Service 109

Self Service Roadmap Resources Meeting 109

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. This is why QnABot also integrates with any other LLM using an AWS Lambda function that you provide.

Self Service 107

Self Service Contact Center Multi-Channel Knowledge Base 107

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. He is deeply involved in all things generative AI and data.

Brands 109

Brands Data Technology Consumers 109

AWS Machine Learning

JANUARY 9, 2024

With the rapid adoption of generative AI applications, there is a need for these applications to respond in time to reduce the perceived latency with higher throughput. Large language models (LLMs) are a type of FM that generate text as a response of the user inference.

How To 109

How To Gamification Resources Training 109

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. Good customer experience or delight has significantly evolved to finding value across every touchpoint.

Sales 109

Sales Social Media Customers Multi-Channel 109

Feedbackly

JUNE 21, 2023

As customers, we experience different emotions with different brands. For businesses, these customer emotions are very important to consider. Emotional Experience (EE) looks at the aggregate of emotions that customers feel throughout the buying journey. How do your customers perceive it?

Measurement 95

Measurement Loyalty Programs Touchpoint Metrics 95

Customer Bliss

AUGUST 29, 2019

How did they each choose the bar? And if you were to ask them about their experience afterward, how would they answer? Their responses would be vastly different. In today’s digital age, never before have consumer journeys and expectations been so diverse. But think about it. Are they at the same place?

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

BirdEye

AUGUST 31, 2023

A memorable online reputation makes all the difference in a business’s success. In this article, we discuss how you can automate Google reviews from satisfied customers and build your credibility. In this article, we discuss how you can automate Google reviews from satisfied customers and build your credibility.

Guidelines 109

Guidelines Feedback Resources Policies 109

Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Overall, we’re pleased with this generative AI’s recommendations. If so, this article is for you! Let’s get started!

Examples 98

Examples Tips Customer Success Analysis 98

Think Customers

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. The challenge is how. View the original and learn more about the ECXO. The answers is Yes. And also, no.

ROI 52

ROI Software B2B System 52

AWS Machine Learning

SEPTEMBER 1, 2023

Nowadays, the majority of our customers is excited about large language models (LLMs) and thinking how generative AI could transform their business. In this post, we discuss how to operationalize generative AI applications using MLOps principles leading to foundation model operations (FMOps).

Training 107

Training Effort Score Examples Data 107

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 78

Technology Customer Experience Self Service Customer Journeys 78

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. Table of Contents What is a Debt Collection Agency and How does it Work? This includes the amount owed, the origin of the debt, and any previous collection efforts.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty. Ease : How easy was it to work with the brand?

Strategy 71

Strategy Customer Experience Policies Loyalty 71

AWS Machine Learning

JANUARY 5, 2024

Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows. Managing different dependencies based on the current version of each stack and maintaining those dependencies with the release of new updates of each stack complicates the solution.

Data 114

Data Management Effort Score Training 114

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It’s about creating a shift in how businesses operate and deliver value to customers.

Customer Centricity 91

Customer Centricity Competitive Advantage Innovation Customer Journeys 91

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

Call Experts

NOVEMBER 19, 2020

Are you in charge of finding new ways to generate leads for your business? Success with lead generation strategies makes a significant difference in your business’s bottom line. But, the practice doesn’t end with the lead generation. Contact centers deal with customers directly and daily.

Call Center 98

Call Center Contact Center Metrics Customer Service Representative 98

BirdEye

SEPTEMBER 26, 2022

A bad reputation can turn potential customers away and drive them towards your competitors instead. In this blog, we’ll show you how reputation management companies provide a massive benefit for businesses of all sizes and industries. Difference between reputation management software and company.

Company 98

Company Management Software Industry 98

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. These successful transformation initiatives have built a strong case for a few organizational qualities shared by simplified, flexible, adaptive businesses. Fortunately, there is no mystery to it.

Customer Experience 247

Customer Experience How To Culture Groups 247

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. What makes a business stand out from the crowd?

Customer Experience 154

Customer Experience Customer Journeys Customer Satisfaction Touchpoint 154

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Overall, we’re pleased with this generative AI’s recommendations. If so, this article is for you! Let’s get started!

Examples 75

Examples Tips Customer Success Analysis 75

AWS Machine Learning

MAY 17, 2023

AWS delivers services that meet customers’ artificial intelligence (AI) and machine learning (ML) needs with services ranging from custom hardware like AWS Trainium and AWS Inferentia to generative AI foundation models (FMs) on Amazon Bedrock. The solution can be deployed with other FMs available on JumpStart.

Meeting 71

Meeting Training Video How To 71

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. We are facing these same unrealistic expectations for AI today.

Self Service 89

Self Service Software Analytics Examples 89

ShepHyken

AUGUST 31, 2023

They write about how improving customer journeys increases business growth. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Let’s explore how improving customer journeys and user experiences empowers you to achieve sustainable business growth.

Customer Journeys 128

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 128

Team Support

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.

Data 97

Data Social Media Metrics Software 97

BirdEye

SEPTEMBER 11, 2023

You may have gained seven positive reviews, but that one bad review caused a dent in your brand’s credibility, which you did not expect. Benefits of AI reputation management for businesses How does Birdeye use AI to improve reputation management outcomes?

Management 57

Management Brand Values Resources Social Media 57