TechSee

SEPTEMBER 23, 2024

Agentic AI is changing the game for enterprises. Imagine AI systems that don’t just respond to commands but can act independently, learn in real time, and solve complex problems—just like a human agent. This is the promise of Agentic AI. Agentic AI offers a clear path to transformation for enterprise leaders looking to streamline operations, accelerate and improve customer service, enhance customer experiences, and gain a competitive edge.

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Net Promoter Score Interaction Customer Satisfaction ROI 109

ShepHyken

SEPTEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?

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Integrity Solutions

SEPTEMBER 23, 2024

Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently.

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Sales Telecommunications Information Customer Centricity 102

The DiJulius Group

SEPTEMBER 23, 2024

“Great leaders make the world a better place; they are willing to do what it takes, make the necessary sacrifices, and rally others to do the same.” The Critical Importance Our Work Plays in Our Meaning and Purpose A study of Shell Oil employees found that those who retired at 55 and lived to be. Read Full Article The post How To Motivate Today’s Workforce appeared first on The DiJulius Group.

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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.

2024

COPC

SEPTEMBER 23, 2024

Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. However, despite its popularity, many executives remain unconvinced of its value. We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meanin

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Feedback Contact Center Return on Investment Touchpoint 68

Middlesex Consulting

SEPTEMBER 23, 2024

Outstanding customer experiences are the path to sustainable differentiation and growth for industrial OEMs. This article connects the dots between Growth, ➜ Sustainable Differentiation, ➜ Great Customer Experiences, ➜ Standard Processes. While each step is important, I believe that the most insightful part of this article is the methodology developed by Jon Picault to quantify […] The post Experience-Led Growth: The Path to Sustainable Differentiation appeared first on Middlesex Consultin

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SurveySensum

SEPTEMBER 23, 2024

Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. What’s in it for you? Simply put, revenue boost. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust.

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West Monroe

SEPTEMBER 23, 2024

Motivations to prioritize sustainability and decarbonization have shifted, specifically in manufacturing. Notably, changing consumer sentiment and culture, growing technology and product innovation, and evolving dynamics of supply chains are driving trends for the industry to prioritize sustainability initiatives. In fact, “20% of the world’s largest companies have made net-zero commitments, representing sales of nearly $14 trillion,” with more than 400 large U.S.

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Transportation Roadmap Consumers Technology 52

Strativity

SEPTEMBER 23, 2024

The post 12 Rules of Impactful Modern Loyalty Programs appeared first on Material.

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Loyalty Programs Loyalty 52

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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.

Voice of Customer

Forrester's Customer Insights

SEPTEMBER 23, 2024

Healthcare providers and health insurers are exhausted from point-solution fatigue. Narrow focus on the “digital front door” in healthcare has yielded some success on customer acquisition but left much to be desired on the trust frontier. To earn trust, healthcare organizations (HCOs) must create value with customers.

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West Monroe

SEPTEMBER 23, 2024

Listen to "Inflation, Interest Rates, and the Election: What’s Next for the U.S. Economy?" on Spreaker. About the episode We explore the outcomes of the latest Federal Reserve meeting with Moody’s economists Matt Colyar and Justin Begley. We dive into the Fed’s 50-basis-point rate cut, its impact on business refinancing, and the labor market’s influence on policy.

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Forrester's Customer Insights

SEPTEMBER 23, 2024

Last week, Mavis Liew and I had the pleasure of hosting Forrester’s B2B Peer discussion session with a small group of CMOs from enterprises across the Asia-Pacific region.

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Help Scout

SEPTEMBER 23, 2024

Implementing AI Support is challenging. Here are the main issues your support team will need to overcome and why the ROI is worth the effort.

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ROI Article 59

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!

Customer Experience

Forrester's Customer Insights

SEPTEMBER 23, 2024

As artificial intelligence (AI) becomes a key driver of economic growth, it presents both opportunities and challenges. To ensure AI benefits society, employees, customer and organizations, it’s crucial to prevent a scenario where the concentration of power in the tech sector leads to a new form of digital dominance.

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West Monroe

SEPTEMBER 23, 2024

Watch our panelists as they delve into the challenges of meeting decarbonization targets and explore the pivotal role of the gas industry during this transition. In this webinar, industry experts discuss the hurdles faced in achieving these ambitious goals and share strategies on how gas utilities are planning for a more sustainable future. Gain valuable insights into the long-term thinking and innovative approaches driving the gas industry towards a greener tomorrow.

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Strativity

SEPTEMBER 23, 2024

The post Data Lake Implementation — Expected Stages and Key Considerations appeared first on Material.

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Forrester's Customer Insights

SEPTEMBER 23, 2024

Get a detailed look at the winner of this year's Forrester Enterprise Architecture Award for EMEA DRÄXLMAIER Group.

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Innovation Technology 32

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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.

White Paper

Strativity

SEPTEMBER 23, 2024

The post The Dual Imperative in Banking: A Balancing Act Between Operational Efficiency and Innovation appeared first on Material.

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Banking Innovation 52

Forrester's Customer Insights

SEPTEMBER 23, 2024

One of the three principles of High-performance IT (HPIT) is to build trust on a foundation of security, privacy and resilience. As a CIO, executing your strategy will be much easier if you unleash the talent of the person who plays an outsized role in building a trusted business: your Chief Information Security Officer (CISO).

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Strativity

SEPTEMBER 23, 2024

The post 20 Analytical Tools Every Market Researcher Should Know appeared first on Material.

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Marketing 52

Forrester's Customer Insights

SEPTEMBER 23, 2024

Get a detailed look at how the two winners of Forrester’s 2024 Technology Strategy Impact Awards for EMEA have successfully demonstrated exceptional alignment, adaptivity, and trust in their IT strategies, setting a shining example for their respective industries.

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2024 Technology Information Innovation 29

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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.

Customers

CSM Magazine

SEPTEMBER 23, 2024

In an increasingly digital commercial world, data is a highly valuable commodity, and none more so than customer data. With the rapid rise of e-commerce , omnichannel engagement, and customer service platforms, companies are now collecting and handling more customer information than ever before. Moreover, with cybercrime consistently on the rise, that data is under increased threat, which means cybersecurity is now a critical aspect of what constitutes good customer service.

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CSM Magazine

SEPTEMBER 23, 2024

The American president, Joe Biden, targeted poor customer service recently when he said companies were playing hardworking Americans for “suckers.” Biden announced several proposals aimed at easing customer service pain points, part of a “ Time is Money ” initiative. The initiative will include rules and potential regulations aimed at tackling the “general aggravation” caused by substandard customer service.

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Technology 2005 2024 Poor Customer Service 52