BlueOcean
JUNE 25, 2024
Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a sense of belonging for all employees.
Experience Investigators by 360Connext
JUNE 25, 2024
Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents. We’ll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur.
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Daniel Group
JUNE 25, 2024
What’s Next In B2B CX? Video Transcript: Welcome. I wanted to try something different this month. So rather than writing a blog, I am recording a video of a blog. So I hope you like it. Let me know what you think. At the end of the video, there’s my contact information, so feel free to let me know. I wanna spend some time today just talking about where we see CX in the marketplace, how it’s standing with with the clients we’re working with, and some of the trends we see.
CSM Magazine
JUNE 25, 2024
Left-to-right: Vignesh Girishankar, Srikrishnan Ganesan, Deepak Balasubramanyam, Rocketlane Rocketlane champions professional services teams, the OGs of after sales experts, with an all-in-one AI powered platform to deliver the promise of sales and removes siloed project management and inefficiencies. Professional services teams in companies are like the A-Team, a group of individuals who help clients extract the real value of a product or service they have purchased.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Feedbackly
JUNE 25, 2024
The webinar replay is now available! Learn how measuring NPS alongside customer emotion data can elevate your CX insights to the next level. The latest Future CX Outlook research shows that the Net Promoter Score (NPS) remains the most used Customer Experience KPI. However, many CX professionals globally have stated that measuring only NPS is not enough.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
IntouchInsight
JUNE 25, 2024
It's a common misconception that Mystery Shopping, Customer Feedback Surveys, and Reputation Management all deliver the same insights into the customer journey. This belief can result in overlooking important aspects of the customer experience.
Forrester's Customer Insights
JUNE 25, 2024
Contact center leaders are now employing generative AI to mark a new dawn in the contact center. Brands will need to face challenges head on and capitalize on opportunities to redefine the contact center as we know it.
Gainsight
JUNE 25, 2024
Innovations in SaaS don’t just change how we do our work. They change the work we do, and the impact we have. Gainsight revolutionized how companies thought about their relationship with customers, their community, and their revenue models. And now, with our Human-First AI approach built into our Gainsight AI feature set, we are expanding those definitions, all while adding new capabilities.
Inbenta
JUNE 25, 2024
In the battle for AI supremacy, two technologies have risen to the top: Generative AI and Conversational AI. While both have their advantages, understanding their differences, use cases and potential risks is crucial to making the right choice for your business. Generative AI: Out of thin air Generative AI refers to systems that generate new content from an input.
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!
Gainsight
JUNE 25, 2024
CxO EMEA left us buzzing with insights and innovative ideas from some of Europe’s top Customer Success (CS) leaders. For 2.5 days, 60 Customer Success executives from the region delved into the future of CS, exploring the transformative power of AI, the nuances of community building, and the alignment of CS with revenue goals. Of course, in true Gainsight fashion, we took time to appreciate the moment with a dose of childlike joy—brought to you by miniature horses.
Help Scout
JUNE 25, 2024
Discover how you can integrate generative AI into your customer support strategy for improved operational efficiency and an elevated customer and agent experience.
West Monroe
JUNE 25, 2024
Data mastery is quickly becoming a game-changer in the manufacturing industry, revolutionizing production processes, supply chain management, and operational efficiency. By harnessing the power to gather, organize, and analyze vast amounts of information, manufacturers can make smarter decisions and drive significant improvements across all areas. Manufacturers must tap into the transformative potential of data to enhance factory operations, workforce strategies, and overall business outcomes.
Inbenta
JUNE 25, 2024
Remote work isn’t going anywhere. According to a joint study by Indeed and Gla s sdoor , remote work trailed only higher pay as the top reason for wanting a new job in 2023. Luckily for anyone on the hunt, there are plenty of jobs available. There have been 8 million new job openings in the United States in 2024, well above pre-Covid numbers. Employees today have the upper hand in the job market, leading many employers to look for new ways to retain their best workers.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
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Forrester's Customer Insights
JUNE 25, 2024
Forrester’s list of the top 10 emerging technologies for 2024 reflects the continued dominance of AI but also emphasizes the growing importance of security in our increasingly connected world. Get a deep dive on the top 10 list in this blog post.
Amplifai Coaching Category
JUNE 25, 2024
Call center manager interview questions and answers. This comprehensive guide covers everything you need to know to impress hiring managers and secure the role.
Forrester's Customer Insights
JUNE 25, 2024
In a world of Scattered Spiders and Midnight Blizzards and UNC2452s, why is Arlington’s BEC important? Because it’s happening all the time to towns, municipalities, regional health systems, and small businesses lacking the resources to prepare for such an event.
SurveySparrow
JUNE 25, 2024
Can’t decide which Conversation Intelligence Software to choose? Conversations are a big part of a successful business. Wouldn’t you love it if the brand you look up to initiate a friendly chat? But what makes this a booming transaction is the way a business taps into these dialogues! “But which tool should I choose? What are the features I should focus on?
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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.
Forrester's Customer Insights
JUNE 25, 2024
Generative AI is revolutionizing the private sector, and its leaders are determined to implement this emerging technology at scale and without delay.
TechSee
JUNE 25, 2024
AI automation for customer experience and service is more than just an industry talking point. AI augmentation and automation are rapidly becoming operational realities for hundreds of enterprise service and CX leaders worldwide. Below are select highlights from our product team, showcasing our latest innovations and advancements in this exciting and emerging space.
Forrester's Customer Insights
JUNE 25, 2024
High-performance IT (HPIT) is the pursuit of continuously improving business results through technology. While grounded in the three principles of alignment, trust, and adaptivity, HPIT also recognizes that a one-size-fits-all approach does not exist. Every organization is different, and therefore every IT organization requires a unique mix of technology capabilities to achieve business outcomes.
CSM Magazine
JUNE 25, 2024
Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist technology for live agents. This conversational intelligence platform is based on natural language understanding of rapidly deployed large language models (LLMs) customized for each enterprise.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
Forrester's Customer Insights
JUNE 25, 2024
Highlights and implications of Databricks conference announcements and Tabular acquisition
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