InMoment XI
MARCH 25, 2024
Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored.
Comm100
MARCH 25, 2024
When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and developme
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ShepHyken
MARCH 25, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of be
Customer Enthusiast
MARCH 25, 2024
Over the next couple of weeks, I’m going to share a series of blog posts related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. For openers, I learned that hospitality is a zero-disappointment industry.
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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.
CX University
MARCH 25, 2024
We were warned last year that Artificial Intelligence (AI) is set to revolutionize customer experience in 2024, shaping various trends that major companies are tracking. Now that we’re knee deep into the year, let’s take a look at how AI’s impact on customer experience can be evaluation, sifting through several key areas: personalization at scale, ethical AI use, empathy (but a 2024-version), hyper-personalization, and data democratization.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 25, 2024
BigChange has developed a handy tool using Artificial Intelligence (AI) to automatically draft emails. The ‘Draft My Email’ feature transforms brief notes into consistently accurate, professional emails. It is designed to be flexible, understanding the nuances of tone, length, and context and each draft can be easily customised. Draft My Email prepares a message for review which can then be copied and tweaked before being sent.
Uplight
MARCH 25, 2024
Digitization is contributing to a massive transformation in the way we partner with customers on the energy transition. 60% of business customers prefer regular contact with their utility by email and businesses prefer digital to traditional channels for managing their energy. Uplight’s leading digital customer engagement platform enables utilities to meet these business customer preferences Read More The post Your Secret Weapon in Engaging Business Customers: Your Team appeared first on Uplight
CSM Magazine
MARCH 25, 2024
“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Their role requires patience, empathy, and exceptional communication skills, particularly because they often deal with frustrated or disgruntled callers.
Braze
MARCH 25, 2024
To meet the needs of today's consumer, brands need to be able to deliver relevant experiences in the moments that matter, and at scale.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
C3Centricity
MARCH 25, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. What they all need is a strategic growth blueprint.
Nasuni
MARCH 25, 2024
SVP of Business & Corporate Development Michael Sotnick shares insights about his new role and the industry’s enterprise data management problem.
Help Scout
MARCH 25, 2024
From accessing order details to processing refunds and cancellations all in one place — learn how to spend less time switching systems and more time taking care of customers with Help Scout's Shopify integration.
Strativity
MARCH 25, 2024
The post Mobile Apps 101: How the Right Approach Can Improve User Experience, Boost Operational Efficiency and Strengthen Customer Relationships appeared first on Material.
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The 5 Essentials of a CX-First Platform 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?
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Forrester's Customer Insights
MARCH 25, 2024
Millennials and Gen Zers now comprise nearly three-quarters of B2B buyers. To succeed, B2B marketing, sales, and product teams must understand these buyers’ preferences.
Strativity
MARCH 25, 2024
The post Site Reliability Engineering (SRE) 101: The Way to Enterprise IT Sustainability appeared first on Material.
Forrester's Customer Insights
MARCH 25, 2024
As AI gets bigger and better, it requires much more than mundane commodity compute, network, and storage infrastructure. GPUs are only one part of this — AI workloads demand a finessed optimization of raw compute, data throughput, and power consumption.
Forrester's Customer Insights
MARCH 25, 2024
Building on US Securities and Exchange Commission (SEC) Chair Gary Gensler’s speech at Yale Law School on February 13 about AI misuse for fraudulent purposes, Department of Justice (DOJ) Deputy Attorney General Lisa Monaco, speaking at the University of Oxford, indicated stiffer sentences for offenses that are made significantly worse by the misuse of AI.
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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
MARCH 25, 2024
Last Wednesday, we released The Forrester Wave™: Workforce Identity Platforms, Q1 2024. We looked at the top 12 vendors in the market and evaluated them across 24 criteria. Workforce identity platforms energize a centripetal (inward) force necessary to combat the centrifugal (outward) forces that challenge identity and access management (IAM) deployments in organizations today.
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