InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

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2024 Social Media Innovation Document 195

TechSee

JUNE 5, 2024

From AI-Anxiety to AI-Action: Transforming Customer Experience with Gen AI Katie Mamia “In this evolving landscape, the key to overcoming AI-anxiety lies in demonstrating the tangible benefits of AI in action. When customers experience firsthand how AI can simplify their lives and resolve their issues with ease and empathy, their apprehension transforms into appreciation.” The AI Fear Factor: Battling the Unknown In our rapidly evolving digital age, artificial intelligence (AI) is bo

Customer Experience 109

Customer Experience 2025 Interaction Document 109

IntouchInsight

JUNE 5, 2024

Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational efficiency, and more. The results of these evaluations are typically presented as mystery shopping scores.

Brands 118

Brands Presentation Customer Experience Customers 118

Interactions

JUNE 5, 2024

How Interactions Has Built a Winning Combination of Humans and Technology In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. IVA vs. IVR vs. Interactions First, a quick explainer on where Interactions falls within Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems.

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Contact Center Metrics Interaction Call Center 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

Braze

JUNE 5, 2024

Discover how businesses can accelerate value and streamline operations using artificial intelligence (AI) and machine learning.

Customer Engagement 111

Customer Engagement Engagement Marketing Customers 111

BirdEye

JUNE 5, 2024

Doctor-patient communication is no longer confined to the hospital walls. Now, the digital experience is a key part of healthcare too. Patients want convenience, easy digital interactions, self-service options, and round-the-clock access to support agents, all without any compromise on data privacy and security. Because of this, it’s critical for healthcare brands to choose a secure messaging solution for their patient communications.

Healthcare 59

Healthcare Multi-Channel Hospitality Insurance 59

Comm100

JUNE 5, 2024

Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. In this article, we’ll take a closer look at how engaging customers at just the right moments with chatbots during their online shopping journey can help reduce cart abandonment rates.

E Commerce 62

E Commerce E-support Customer Satisfaction B2B 62

CSM Magazine

JUNE 5, 2024

Business Systems Ltd and Motorway , the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards. The Forum, which is focused on raising standards in customer operations, hosts the annual awards to showcase successful initiatives in customer operations. It includes recognising innovation and best practice across five categories: Transformation and Innovation, Partnership, Planning, Data Analytics & Insight

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2024 2023 Banking Innovation 52

SurveySensum

JUNE 5, 2024

Did you know that 33% of employees want to receive continuous feedback outside of an annual or traditional review? Small businesses often face significant challenges in their pursuit of a comprehensive feedback tool that fits within limited budgets. The landscape is cluttered with various platforms, each catering to different needs such as customer experience surveys, employee surveys, and survey analysis.

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Feedback 2024 Demo Net Promoter Score 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

CSM Magazine

JUNE 5, 2024

Meaning , the real-time voice harmonization platform, today announced its partnership with Five9 , the intelligent CX platform provider. The collaboration will allow organizations to enrich the customer experience by overcoming language barriers through generative AI. With Meaning capabilities within the Five9 Agent Desktop, voices can be modified in real time to help facilitate seamless conversations between contact center agents and customers.

Contact Center 52

Contact Center Average Handle Time Omnichannel Brand Values 52

Uplight

JUNE 5, 2024

This year Uplight brought together technical teams from utilities, the clean energy ecosystem, and Uplight at our inaugural Developer Conference as part of our annual Uplight Customer Connect event. The event highlighted the power of platforms to unsilo data across utilities, vendors, and Uplight to engage “our energy customers” in collectively accelerating electrification and decarbonization Read More The post Uplight’s Inaugural Developer Conference: Powering the Future of Energy appeare

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Events Connections Engagement Customers 59

CSM Magazine

JUNE 5, 2024

Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. Working with local authorities, social housing providers and construction companies, Citrus is using the cloud based, 6-in-1 solution to replace previously manual, paper-based planning processes, improve customer and compliance reporting, and have full visibility of its field operation.

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Connections Management 2018 2013 52

Team Support

JUNE 5, 2024

In the world of customer service, businesses of every scale are constantly on the lookout for that perfect tool. That one solution that not only promises to streamline their customer support, but actually delivers on that promise with grace, agility, and, most importantly, tangible results. Enter TeamSupport. What truly sets TeamSupport apart in a sea of competitive offerings?

Customer Satisfaction 40

Customer Satisfaction Insights Metrics Customer Service 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

CSM Magazine

JUNE 5, 2024

The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

The DiJulius Group

JUNE 5, 2024

Have you ever wondered how feedback from shuttle bus drivers can revolutionize customer service? On this episode of The Customer Service Revolution, John chats with Jason Yarusi, private fund manager and founder of the Live 100 program, as he shares his unconventional path from the hustle of bars and restaurants to creating a unique approach. Read Full Article The post 159: Build Your Desired Future and Live a Life Full of Purpose appeared first on The DiJulius Group.

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Article Feedback Customer Service Management 52

Forrester's Customer Insights

JUNE 5, 2024

We reviewed luxury fashion brands across their long-term digital success and the strength of their direct-to-consumer operations.

Brands 57

Brands Fashion Consumers B2C 57

Optimove

JUNE 5, 2024

The #1 CRM Marketing Solution for CFD & Forex Trading In the dynamic world of online trading, staying ahead means mastering the art of customer engagement. Enter Optimove, your gateway to unparalleled retention strategies and personalized trading experiences specifically tailored for the forex industry. Whether you cater to retail investors or high-touch clients, retaining traders is paramount.

Multi-Channel 40

Multi-Channel Demo Retail User Experience 40

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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

Happy or Not

JUNE 5, 2024

As you navigate through collected feedback, the ability to set a performance target in HappyOrNot Analytics emerges as a guiding force visible in the Summary widget. This feature doesn’t merely measure your current triumphs but lay the groundwork for future conquests. Configuring default targets for groups and experience points becomes your roadmap, shaping the trajectory of new surveys and experiences.

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Roadmap Measurement Employee Experience Culture 36

Forrester's Customer Insights

JUNE 5, 2024

On June 10, Apple will cross its AI Rubicon Apple’s early reticence toward AI was entirely on brand. The company has always been famously obsessed with what its offerings did for its customers rather than how it did it.

Brands 36

Brands B2C Customers Marketing 36

Braze

JUNE 5, 2024

In this article, we’ll walk you through why you should add WhatsApp to your channel mix, four common campaigns you should add WhatsApp to, and practical tips for incorporating WhatsApp into your cross-channel strategy in a way that’s both cohesive and customer-centric.

Customer Centricity 105

Customer Centricity Article Customers 105

Forrester's Customer Insights

JUNE 5, 2024

AI researchers and scientists love their benchmarks and model parameter counts, but perhaps not as much as tech journalists love to report on them. Every week there is news about a model beating a benchmark or exceeding parameter counts.

Insights 67

Insights 67

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

VDS

JUNE 5, 2024

Genesys Cloud – May Release Highlights Genesys introduced 31 new features and functionality enhancements in May. Here’s a quick rundown of the key updates: General Updates Queue Segmentation of Canned Responses (May 27th) Now, you can assign canned response libraries to specific queues, limiting the responses that appear on the interaction panel.

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2024 Interaction Customer Journey Insights 52

Circular Edge

JUNE 5, 2024

Leading Multinational Law Firm Embraces Oracle EPM to Improve its Planning & Reporting Processes Summary A leading multinational law firm known for its work on company mergers and takeovers was an early adopter of Oracle Hyperion Planning and Essbase who made the decision to implement the Oracle Solution after outgrowing its legacy Excel-based system.

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Management Customers 52

dscout People Nerds

JUNE 5, 2024

jD Buckley and Julie Norvaisas discuss measuring and tracking the impact of your work—and navigating stakeholder push-back.

ROI 52

ROI Measurement 52

Circular Edge

JUNE 5, 2024

Embracing Oracle EPM for Enhanced Planning & Reporting Processes Summary An early adopter of Oracle Hyperion Planning and Essbase made the decision to implement the Oracle Solution after outgrowing its legacy Excel-based system. Recognizing the need to transition to a comprehensive enterprise planning platform, the company chose Oracle Hyperion Planning and Hyperion Profitability & Cost.

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Management Customers Blog 52

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience