InMoment XI
SEPTEMBER 27, 2023
Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. This understanding can make or break a company’s reputation and long-term success.
C3Centricity
SEPTEMBER 26, 2023
How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.
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Experience Investigators by 360Connext
SEPTEMBER 26, 2023
What’s going on right now in Customer Experience (CX)? We’re doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You’ll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more.
Comm100
SEPTEMBER 26, 2023
71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. research. 76% get frustrated when this doesn’t happen. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.
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.
TechSee
SEPTEMBER 27, 2023
TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. NEW YORK, September 27, 2023 – TechSee , the leading company for remote visual experiences, today announces that it has launched Sophie AI, the first MultiSensory AI Agent for customer service.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
SEPTEMBER 28, 2023
From startups to enterprises, organizations of all sizes are getting started with generative AI. They want to capitalize on generative AI and translate the momentum from betas, prototypes, and demos into real-world productivity gains and innovations. But what do organizations need to bring generative AI into the enterprise and make it real? When we talk to customers, they tell us they need security and privacy, scale and price-performance, and most importantly tech that is relevant to their busi
Experience Investigators by 360Connext
SEPTEMBER 29, 2023
This year, business leaders face many challenges that can best be described as "stubborn." Labor shortages, supply chain disruptions, and inflation are just.
BirdEye
SEPTEMBER 26, 2023
The past few years have seen a tremendous increase in digitalization in the healthcare industry. A user-friendly digital experience is as important as the standard of care for most patients. The use of Artificial Intelligence (AI) in healthcare industries helps businesses streamline patient management, sales processes, appointments, and improve overall patient experience.
TechSee
SEPTEMBER 28, 2023
Generative AI holds incredible potential. However, using ChatGPT is like using MS-DOS. Users have to learn a whole new set of prompts and skills. Generative AI isn’t yet built for mainstream user adoption. What would it take to make people want Generative AI? If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it?
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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.
Upstream Works
SEPTEMBER 28, 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 Unlocking the Potential of Generative AI in Contact Centers appeared first on Upstream Works.
AWS Machine Learning
SEPTEMBER 27, 2023
MDaudit provides a cloud-based billing compliance and revenue integrity software as a service (SaaS) platform to more than 70,000 healthcare providers and 1,500 healthcare facilities, ensuring healthcare customers maintain regulatory compliance and retain revenue. Working with the top 60+ US healthcare networks, MDaudit needs to be able to scale its artificial intelligence (AI) capabilities to improve end-user productivity to meet growing demand and adapt to the changing healthcare landscape.
West Monroe
SEPTEMBER 25, 2023
As generative AI drives new urgency for data and digital transformation, our second-annual survey of 700 C-suite executives and 5,000 consumers finds that companies are working to overcome macroeconomic headwinds while embracing digital throughout their organizations. While organizations are thinking more about digital and the importance of agility, they need to refine their approach to match customer demands, strengthen data and analytics infrastructure, and significantly upskill internally to
BirdEye
SEPTEMBER 25, 2023
Ever imagined a world where finding the perfect property is just a click away? Thanks to AI, that dream is rapidly becoming a reality. While AI’s wonders have already transformed sectors like healthcare and finance , it’s now making waves in real estate, and it’s not here to replace agents but to empower them. Need a quick answer? AI in real estate marketing helps businesses by providing data-driven insights, personalized marketing, and 24/7 customer support, enhancing efficien
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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.
ShepHyken
SEPTEMBER 29, 2023
This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them.
Cyara
SEPTEMBER 28, 2023
Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.
AWS Machine Learning
SEPTEMBER 26, 2023
As machine learning (ML) goes mainstream and gains wider adoption, ML-powered inference applications are becoming increasingly common to solve a range of complex business problems. The solution to these complex business problems often requires using multiple ML models and steps. This post shows you how to build and host an ML application with custom containers on Amazon SageMaker.
The DiJulius Group
SEPTEMBER 25, 2023
Your prices are non-negotiable. Your customers trust you, choosing your brand over those of your competitors–even when your prices are higher. Your employees are loyal and stakeholders, content. Your company is respected, and your reputation is strong when the key elements of a successful customer service strategy are in place. Start with a Clear Purpose.
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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
Beyond Philosophy
SEPTEMBER 30, 2023
Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.
ShepHyken
SEPTEMBER 25, 2023
Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip.
Cyara
SEPTEMBER 26, 2023
Today, businesses must gather, analyze, and interpret details about their customer experience (CX) in realtime and then adapt their practices to effect positive change. The faster they can do this, the better, as this demonstrates the priority and effort made to put the wants and needs of their customers first.
AWS Machine Learning
SEPTEMBER 25, 2023
We’re at an exciting inflection point in the widespread adoption of machine learning (ML), and we believe most customer experiences and applications will be reinvented with generative AI. Generative AI can create new content and ideas, including conversations, stories, images, videos, and music. Like most AI, generative AI is powered by ML models—very large models that are trained on vast amounts of data and commonly referred to as foundation models (FMs).
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.
Optimove
SEPTEMBER 25, 2023
In an era marked by constant connectivity and digital engagement, the average person interacts with their smartphone a staggering 2,617 times every day, according to research by Dscout. This statistic underscores a profound reality – consumers’ reliance on their mobile devices has evolved from convenience to a deep emotional attachment. We’ve forged a bond with our smartphones that transcends mere functionality, and any effective mobile marketing strategy must acknowledge that.
Beyond Philosophy
SEPTEMBER 23, 2023
We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are aware this episode is a grumpy rant.
Helpware
SEPTEMBER 26, 2023
Changes in human psychology, specifically communication through messengers and online platforms, including the transition to complete digitization in various fields have significantly transformed the online travel customer experience (CX). In 2020, the global pandemic grounded both international and domestic travel, transforming jet-setters into armchair adventurers.
MiaRec
SEPTEMBER 24, 2023
How many calls are you currently assessing for quality assurance at the moment? And more importantly, how much time does each supervisor spend on this important task each week?
Advertiser: ZoomInfo
Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.
AWS Machine Learning
SEPTEMBER 28, 2023
This post is co-written with Ilan Geller and Shuyu Yang from Accenture. Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.
Integrity Solutions
SEPTEMBER 28, 2023
It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.
Zonka Feedback
SEPTEMBER 28, 2023
In the cut-throat business environment of today, the experience you provide to your customers can either make or break your success. Great customer experiences not only attract repurchases but also build brand reputation in the market and attract new customers. Whereas poor experiences lead to customer churn and loss of goodwill in the market.
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