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Transforming back office workforce management: 10 ways contact center WFM solutions can deliver beyond the frontline

Calabrio

Workforce Management Transforming back office workforce management: 10 ways contact center WFM solutions can deliver beyond the frontline Share Contact centers and their frontline teams benefit enormously from todays highly advanced workforce management (WFM) technologies. With access to improved processes, support for hybrid working models and more autonomy over their schedules and work-life balance, research shows that agents are now happier, more empowered and more motivated.

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[Experience Action Podcast] Commodities and Customer Experience

Experience Investigators by 360Connext

What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.

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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

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Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack

ECXO

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them.

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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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Conversational Intelligence for Location-Based Campaigns: Use Cases and Benefits

InMoment XI

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software.

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Enhancing LLM Capabilities with NeMo Guardrails on Amazon SageMaker JumpStart

AWS Machine Learning

As large language models (LLMs) become increasingly integrated into customer-facing applications, organizations are exploring ways to leverage their natural language processing capabilities. Many businesses are investigating how AI can enhance customer engagement and service delivery, and facing challenges in making sure LLMs driven engagements are on topic and follow the desired instructions.

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How To Retain Your Best People During Challenging Times

Doing CX Right

Learn how successful companies retain top talent during change. Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success The post How To Retain Your Best People During Challenging Times appeared first on Doing CX Right.

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The Top 5 Aspect Workforce Alternatives & Competitors

Calabrio

Workforce Management The Top 5 Aspect Workforce Alternatives & Competitors Share Delivering exceptional customer experiences is more critical than ever in today’s competitive business landscape. Contact centers have evolved into hubs for not only providing support but also gathering insights, fostering customer loyalty, and driving revenue.

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How to Promote Your Instagram: 15 Effective Ways

Brandwatch CX

Boost your Instagram presence with 10 proven tips for rapid growth. Discover practical strategies to enhance your visibility and engagement. Read more!

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5 Ways You Can Win Faster with Gen AI in Sales

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

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Transforming Ordinary Businesses Through Extraordinary Experiences with Vance Morris

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? How can businesses use unique customer experiences to stand out in a competitive market?

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Accelerate video Q&A workflows using Amazon Bedrock Knowledge Bases, Amazon Transcribe, and thoughtful UX design

AWS Machine Learning

Organizations are often inundated with video and audio content that contains valuable insights. However, extracting those insights efficiently and with high accuracy remains a challenge. This post explores an innovative solution to accelerate video and audio review workflows through a thoughtfully designed user experience that enables human and AI collaboration.

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When is it time to centralize your customer team’s AI?

ChurnZero

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.

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Top 5 Verint Workforce Management Competitors and Alternatives

Calabrio

Workforce Management Top 5 Verint Workforce Management Competitors and Alternatives Share In todays competitive landscape, delivering exceptional customer experiences is paramount to success. More and more, contact centers are counted on not only to support customers but provide important insights, drive loyalty, and fuel overall growth. Thats why having the right workforce engagement management (WEM) and workforce management (WFM) solutions to bolster contact center performance is absolutely cr

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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8 Best Ways: How to Boost Organic Posts for Maximum Engagement

Brandwatch CX

Struggling with low organic reach on social media? Discover 8 proven ways to boost your posts, increase engagement, and connect with a wider audience.

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Top 5 Customer Service & CX Articles for Week of February 3, 2025

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to er

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OfferUp improved local results by 54% and relevance recall by 27% with multimodal search on Amazon Bedrock and Amazon OpenSearch Service

AWS Machine Learning

This post is co-written with Andrs Vlez Echeveri and Sean Azlin from OfferUp. OfferUp is an online, mobile-first marketplace designed to facilitate local transactions and discovery. Known for its user-friendly app and trust-building features, including user ratings and in-app chat, OfferUp enables users to buy and sell items and explore a broad range of jobs and local services.

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Lesson #12 Revisited: Leadership Buy-In is the Lifeblood of VoC—AI Won’t Change That

PeopleMetrics

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Built for Complexity: How Interactions IVA Rises to Insurance Challenges

Interactions

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance tha

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Your Feedback in Action: 5 Major Thematic Updates

Thematic

I'm Eddie, Thematic's new Product Manager, and I'm excited to share my first product update with you. You spoke, and we listened! Based on your valuable feedback from our recent NPS survey, we've shipped improvements across five key areas of Thematic. These updates are all about making the platform more powerful and easier to use - plus, they're all available right now.

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Help Scout Remains Committed to DEI

Help Scout

Help Scout hasnt wavered in our commitment to diversity, equity, and inclusion, which to us means creating a workplace that truly works for everyone.

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Fine-tune and host SDXL models cost-effectively with AWS Inferentia2

AWS Machine Learning

Building upon a previous Machine Learning Blog post to create personalized avatars by fine-tuning and hosting the Stable Diffusion 2.1 model at scale using Amazon SageMaker , this post takes the journey a step further. As technology continues to evolve, newer models are emerging, offering higher quality, increased flexibility, and faster image generation capabilities.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way

PeopleMetrics

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t

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A Step-by-Step Guide to Setting Up Call Tracking for Your Business

CSM Magazine

Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. But how do you set up call tracking effectively? This guide will walk you through the process step-by-step, so you can start making data-driven decisions for your business. Why Call Tracking Matters Before jumping into the setup, let’s briefly highlight why call tracking is essential for many businesses: Measuring Marketing ROI: Ca

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60% of Super Bowl Bettors Should Be Ignored by Sportsbooks 

Optimove

See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.

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10 Strategic Applications of Text Analytics

Thematic

Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Let me help you picture this: one zettabyte is enough to store all the movies ever made—not once, but about 250 million times over ! By 2028, that number is projected to soar to over 394 zettabytes. Why does this matter? Hidden in this massive mountain of information are valuable insights that can alter how businesses, healthcare, and countless other industries operate.

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The Future of Customer Engagement: How AI is Reshaping Contact Centers

51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

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Build a multi-interface AI assistant using Amazon Q and Slack with Amazon CloudFront clickable references from an Amazon S3 bucket

AWS Machine Learning

There is consistent customer feedback that AI assistants are the most useful when users can interface with them within the productivity tools they already use on a daily basis, to avoid switching applications and context. Web applications like Amazon Q Business and Slack have become essential environments for modern AI assistant deployment. This post explores how diverse interfaces enhance user interaction, improve accessibility, and cater to varying preferences.

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Help Scout Now Includes Unlimited Seats

Help Scout

2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.

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How to Build a Customer Service Roadmap: Mapping Out Key Milestones for Success

CSM Magazine

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is intentional and focused on improving the customer experience.Whether you’re scaling your team or improving existing operations, developing a roadmap guarantees better alignment across teams, more satisfied customers, and sustainable business growth.

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