InMoment XI
OCTOBER 7, 2024
InMoment’s Q3 product release focuses on making integrated CX more actionable, faster, and easier. With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. To dive deeper into these advancements, speak with an expert or contact a dedicated account manager.
BlueOcean
OCTOBER 7, 2024
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
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TechSee
OCTOBER 7, 2024
In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.
BlueOcean
OCTOBER 7, 2024
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
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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.
ShepHyken
OCTOBER 7, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is true personalization? How can AI enhance personalization? How does personalization contribute to customer loyalty and satisfaction? How can businesses balance personalization with customer data privacy concerns? What are some common misconceptions about personalization in customer service?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
OCTOBER 7, 2024
Being visible online is just as crucial as having a storefront on a busy high street. While many entrepreneurs focus solely on their websites and social media presence, they often overlook a powerful tool: an online UK business directory. These UK online business listing sites serve as your digital storefront, guiding potential customers to your business with the same value as foot traffic in a physical store.
Thematic
OCTOBER 7, 2024
Imagine knowing exactly what your customers think, feel, and desire, and using that knowledge to stay ahead of your competition. Many businesses overlook their most valuable resource: customer feedback. Understanding the true voice of your customers can be the difference between standing out or getting lost in the crowd. Research by the Aberdeen Group found that companies with a high-quality VoC strategy saw almost 10 times annual revenue growth due to higher customer retention.
CSM Magazine
OCTOBER 7, 2024
Customer expectations are constantly evolving. People want quick, easy, and personalized solutions to their problems, whether they call for help, message through an app, or send an email. Providing top-notch customer support isn’t as simple as having a phone line and a few agents anymore. With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively.
SurveySensum
OCTOBER 7, 2024
Mastering the 7 steps in conducting a survey research is key to gathering reliable insights. Whether you’re launching a product, analyzing customer satisfaction, or exploring market trends, surveys offer a direct way to understand your audience. Here are the steps to follow: Define Your Objective Identify Your Target Audience What to Ask and How? When and Where to Share the Survey?
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
CSM Magazine
OCTOBER 7, 2024
Airtel Africa has reiterated its commitment to exceptional customer service during Customer Service Week. Airtel Africa CEO, Sunil Taldar is crystal clear about one thing: making customers happy is his top priority, reports Malawi 24. “At Airtel, our customers are at the heart of everything we do; they are the reason we exist. Our commitment to delivering excellence in customer experience is unwavering, and we continue to invest in innovative solutions and dedicated teams to meet and excee
Optimove
OCTOBER 7, 2024
Promotions Level up your promotional strategy by delivering personalized rewards tailored to each customer’s journey with your brand. OptiPromo automates the calculation of dynamic rewards powered by CRM data from Optimove , providing promotions that boost engagement while optimizing promotional spend. Dynamic, CRM-Powered Promotions Boost player retention with a CRM-powered promotion engine.
CSM Magazine
OCTOBER 7, 2024
The global customer engagement solutions market is expected to grow significantly, driven by a focus on enhancing the customer experience. In 2021, the market size was $18.5 billion, and it is projected to reach $48.4 billion by 2031, with a CAGR of 10.2% from 2022 to 2031. Customer engagement solutions encompass tools and strategies to improve interactions between businesses and customers across various channels.
Forrester's Customer Insights
OCTOBER 7, 2024
Talk about change!!! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT 3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways this technology can make self-service applications smarter.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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CSM Magazine
OCTOBER 7, 2024
Technology is fast changing how businesses connect with customers in 2024. It’s more than chatbots or AI assistants; it’s about real, practical benefits that boost customer satisfaction. Cloud-powered personalization tailors experiences, while blockchain ensures transaction security. Curious about VR shopping making online retail engaging?
West Monroe
OCTOBER 7, 2024
Subscribe Spotify Apple Podcasts YouTube Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Facebook printer copy Print this page Listen to "Viewing AI as Talent, Not Technology" on Spreaker. About the episode In this episode of This is Digital, West Monroe’s Steven Kirz and Brigitte Coles discuss West Monroe’s view on AI as a talent, not just technology.
CSM Magazine
OCTOBER 7, 2024
Theobald Sabi, Managing Director, The National Bank of Commerce (NBC) The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on service enhancements to better cater to customer needs. Managing Director Theobald Sabi emphasized the bank’s commitment to customer satisfaction with the theme “Above and Beyond,” underlining the importance of customer feedback in shaping service improvements.
Forrester's Customer Insights
OCTOBER 7, 2024
Last week, the Forrester B2B APAC Summit 2024 in Singapore saw a remarkable gathering of CMOs and key marketing leaders from across the Asia Pacific region. Every year, the summit has consistently provided a valuable platform for CMOs across the region to connect with analysts and their industry peers and discuss emerging trends in marketing.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
CSM Magazine
OCTOBER 7, 2024
The global Contact Center as a Service (CCaaS) market is projected to grow from $4.3 billion in 2021 to $19.8 billion by 2031, with a CAGR of 16.8%. Factors driving this growth include the increasing demand for enhanced customer experiences and cost reduction through CCaaS adoption. In addition, the COVID-19 pandemic accelerated the adoption of technologies like cloud computing, CRM solutions, and AI, with businesses embracing digitalization.
Forrester's Customer Insights
OCTOBER 7, 2024
As a leader of your technology organization, you most likely face the perennial measurement issue: misalignment. This misalignment plays out in a number of ways, varying in altitude and severity. However, one of the most critical areas is metrics. Tech leaders often grapple with finding a measurement approach that drives alignment. Why does this matter?
CSM Magazine
OCTOBER 7, 2024
Japanese companies are turning to artificial intelligence (AI) to address labor shortages in customer service. Firms like Ridgelinez Ltd and Autobacs Seven Co are using AI assistants like ‘Rachel’ to recommend products based on customer needs and available stock. AI technology provided by Couger Inc is helping car salespeople by suggesting products, allowing humans to focus on more advanced tasks while still being essential for tasks like part replacement.
Forrester's Customer Insights
OCTOBER 7, 2024
One of the oldest security technologies – the venerable enterprise firewall – continues to thrive, as highlighted in recently-published: The Forrester Wave: Enterprise Firewall Solutions, Q4, 2024. Contrary to expectations that this space might have little left to offer, enterprise firewall vendors have done well to keep this technology relevant for modern cybersecurity needs.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
CSM Magazine
OCTOBER 7, 2024
Navigating the realm of job applications can be both exhilarating and daunting. As the gateway to new career opportunities, mastering the art of applying effectively is essential. In today’s competitive job market, understanding the crucial facts about the application process can provide a significant edge. Whether you’re a recent graduate stepping into the professional world for the first time or an experienced worker looking to make a career change, the insights and strategies outl
Forrester's Customer Insights
OCTOBER 7, 2024
As an analyst closely observing the martech landscape, I’ve seen CDPs become indispensable for marketers in APAC. My latest report, “The State Of Customer Data Platforms In Asia Pacific, 2024,” found: The popularity of CDP continues to grow in APAC.
Clarivate
OCTOBER 7, 2024
Back in December 2022, President Biden signed a new law stating that novel medicines no longer needed to be tested on animals to receive U.S. Food and Administration (FDA) approval, a change long sought by animal welfare organizations. Drugs can be now cleared for human trials using non-animal technologies developed over the last 10-15 years. However, since these technologies are still relatively new, this change won’t revolutionize the drug approval process overnight.
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