TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

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Virtual Agent Interaction Document ROI 124

BirdEye

FEBRUARY 19, 2024

Fake online reviews are like uninvited guests at a party – unwelcome, disruptive, and ruining the fun for everyone. Thankfully, Google, the overseer of the vast online review gathering, is stepping up with some smart AI technology to keep these intruders at bay. The days of skewing a business’s online image with unwarranted accolades or harsh critiques have come to an end.

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TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

Virtual Agent 109

Virtual Agent Interaction Document ROI 109

Thematic

FEBRUARY 19, 2024

Imagine you’ve launched a new online delivery service. Initial orders are high. Yet, repeat use is low. Then, feedback from a user sheds light on the issue: setting up an order is too complicated for quick, everyday use. Businesses lose approximately $1.6 trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality.

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Customer Experience Net Promoter Score NPS Loyalty 62

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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

Kustomer

FEBRUARY 19, 2024

Freshdesk Overview Freshdesk , a flagship product of Freshworks Inc., is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It’s an all-in-one customer support solution that streamlines the process of managing customer queries and issues across various channels, including email, chat, phone, social media, and websites.

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CSM Magazine

FEBRUARY 19, 2024

With competition fiercer than ever before, the ability to fully understand and cater to customer needs isn’t just ideal, it’s imperative. Enter the concept of a 360 Degree Customer View — a strategy that enables businesses to compile a comprehensive profile of their customers by gathering data from various touchpoints. Understanding the holistic journey of your customer has never been more critical.

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Customer Centricity Social Media Customer Relationship Management Culture 52

SurveySensum

FEBRUARY 19, 2024

With each passing year, every sector of business becomes increasingly concentrated, leading to heightened competition across almost all industries. “According to Crayon: A study shows that 90% of businesses report that their field of business has gotten more competitive than before.” The above stat shows that elevating the growth of your business is no less than a mystery.

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West Monroe

FEBRUARY 19, 2024

The energy transition is driving a fundamental reset of the traditional utility business model. There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one. Utilities have responded by starting to embrace digital as a permanent and valuable transformation.

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CSM Magazine

FEBRUARY 19, 2024

The landscape of global business has been irrevocably altered by the emergence of call center outsourcing, a phenomenon that has reshaped the way companies interact with their customers. Initially driven by the pursuit of cost reductions, this trend has evolved far beyond mere financial considerations. Businesses now recognize the value of accessing a global talent pool, tapping into specialized skills, and providing around-the-clock service to a global customer base.

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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

Uplight

FEBRUARY 19, 2024

Many of us in the utility industry keep a close watch on the annual J.D. Power Satisfaction Study to get a pulse check on how energy customers are feeling about their engagement from their providers. Unfortunately, the results from the J.D. Power 2023 Electric Utility Business Customer Satisfaction Study aren’t painting as rosy a picture Read More The post The Results are in (JDP) – Businesses Want More from their Electric Utility appeared first on Uplight.

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2023 Customer Satisfaction Engagement Customers 59

CSM Magazine

FEBRUARY 19, 2024

The popularity of sports betting has risen dramatically over the last five years in the USA. Ever since the Professional and Amateur Sports Protection Act of 1992 was judicially overturned in 2018, every US state were handed the right to develop their own laws on sports betting and gambling. In that time, thirty-eight states and Washington, D.C. have legal sports betting operations.

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Kapta Customer Success

FEBRUARY 19, 2024

Are you ready for the “Era of Results-Led Growth”? This is a term coined by Greg Daines , CEO of ChurnRx in a recent LinkedIn post. It refers to a shift in business strategy from product-led growth where the best and cheapest product led the market.

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Customer Engagement Engagement Reference Marketing 59

West Monroe

FEBRUARY 19, 2024

The energy transition is driving a fundamental reset of the traditional utility business model. There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one. Utilities have responded by starting to embrace digital as a permanent and valuable transformation.

Innovation 40

Innovation Financial Roadmap Culture 40

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Amplifai Coaching Category

FEBRUARY 19, 2024

In this exclusive interview, Adrian, VP of Sales at AmplifAI, shares his journey, highlighting the pivotal moments and challenges that have shaped his leadership style. Discover how his commitment to continuous learning and empathy serve as powerful tools for driving change in the customer experience (CX) industry.

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Leadership Customer Experience Sales Customers 52

Doing CX Right

FEBRUARY 19, 2024

Learn how to leverage emotional intelligence's pivotal role in achieving optimal performance and boosting customer satisfaction with Stacy Sherman and featured guest Daniel Goleman. The post How to Build a Company Culture that Empowers Workers for Optimal Performance appeared first on Doing CX Right.

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Culture Customer Satisfaction Customers 104

Middlesex Consulting

FEBRUARY 19, 2024

According to Investopedia, the term market research refers to “the process of evaluating the viability of a new service or product through research conducted directly with potential customers.” It allows a company to define its target market and get opinions and feedback from consumers or prospects about their interest in a product or service.

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Zonka Feedback

FEBRUARY 19, 2024

With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.

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Customer Satisfaction Customer Centricity Feedback Customer Expectations 59

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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.

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